Interactive Voice Response System Changes Coming Soon
We’re making changes to our IVR system soon. You’ll still dial the same number, but you’ll hear a new voice. If the IVR doesn't recognize your voice, we recommend you switch to touch tone.
Although the IVR provides instructions throughout the call, we want to point out some differences:
- To repeat, touch tone users press the star (*) key.
- To signify the end of an entry, touch tone users press the pound (#) key to continue.
- For example, when entering an NPI, press 1234567890#.
- To request help, say, “help”.
- To obtain Patient Status Information, Part A providers must use NGSConnex or FISS DDE as this information is no longer available through the IVR:
- NGSConnex – access to comprehensive patient information and enhanced security features. To learn more, view the Initiate Patient Status Lookup instructions in our NGSConnex User Guide.
- FISS DDE - access to Patient Status information from the claim. To learn more view our FISS DDE Provider Online Guide.
Instead of using the IVR, we recommend using our free, secure web-based NGSConnex portal for all your self-service needs. NGSConnex offers the following benefits:
- Efficiency: Quickly retrieve information and perform tasks without delay.
- Availability: Access the portal 24/7, regardless of business hours, providing greater flexibility to suit your schedule.
- Comprehensive Tools: Utilize a wide range of tools designed to streamline your workflow and address your questions effectively.
Posted 7/14/2025