The Novitas Solutions IVR offers the provider community quick and easy access to Medicare related information. This service is accessed via your telephone simply by calling the toll free provider customer service telephone number listed below, selecting your state and choosing the option that you would like to use. The menus can be navigated using speech or touch tone. You can also use speech or touch tone interchangeably throughout the call to enter the required information. However, the touch tone options will only be voiced after unsuccessful attempts to speak information.
JH (AR, CO, LA, MS, NM, OK, TX, IHS, VA): 1-855-252-8782
Mondays: 5 AM to 7 PM
Tuesday – Friday: 3 AM to 7 PM
Saturdays: 5 AM to 3 PM
CMS requires the following provider authentication and beneficiary data elements in order to use the IVR:
We have created an IVR Name to Number conversion tool for your convenience. This tool will assist those provider offices that wish to key the beneficiary's name rather than speak it. Simply type the beneficiary's name, press the convert button and the name will be converted to the number that is required by the IVR. You can print this page and place it in your patient's record to reference the next time you call the IVR. The Conversion Tool is located in the Customer Service Center.
We have created an IVR Alphanumeric conversion tool for your convenience. This tool will convert any alphanumeric entry such as your Provider Transaction Access Number (PTAN), the patients Medicare Beneficiary ID Number or Document Control Number (DCN) into the telephone key pad entries required by the IVR as an alternative to speaking. The Conversion Tool is located in the Customer Service Center.
The IVR is programmed to accept touch tone and speech. This includes all of the menu options as well as the entry of all data. You can switch between voice and touch tone throughout the call; however, you cannot combine touch tone and speech when entering a single element, such as the Medicare Number. For example, you cannot key the numbers in the Medicare Number and then say the letter.
When an entry contains a letter, you will need to actually press 3 keys for each letter you need to enter. Each button on the telephone key pad has one number and a set of letters.
First you must press the star (* ) key to indicate to the IVR that you are going to enter a letter. Then press the key on which the letter appears. The last step is to specify the position that the letter appears on that key, either 1st, 2nd or 3rd.
Exception: The letters Q and Z are the exception and should be entered as if they appear on the number 1 key.
For The Letter...
In order to enter a PTAN number using touch tone, you must use the numbers on the telephone keypad that correspond to the numbers in the PTAN. To key an alpha, press the * key to signal that you are entering a letter and press the key that includes the letter. Then press the corresponding number that denotes where the letter is located on the number key.
Example: Entering H123, key *42123
The * indicates that the next entry is the letter; the letter H appears on the number 4 key in the second position.
In order to enter a patient’s Medicare Beneficiary ID Number using touch tone, you must use the numbers on the telephone keypad that correspond to the numbers in the Medicare Beneficiary ID Number. To key the alpha suffix, press the * key to signal that you are entering a letter and press the key that includes the letter. Then press the corresponding number that denotes where the letter is located on the number key.
Example: Entering 123456789A, key 123456789 * 21.
The * indicates that the next entry is the letter; the letter A appears on the number 2 key in the first position.
Example: Entering 123456789C1, key 123456789 * 231.
The format for entering a beneficiary's name is the first 6 letters of the last name, then the first initial. Select the number key that represents the letter you wish to enter. You do not need to indicate the position of the letter.
** The letters Q and Z are exceptions and should be entered using the number 1. **
Example: John Williams would be entered as 9-4-5-5-4-2-5, this number represents the letters that correspond to “WilliaJ”.
If the Patient’s name includes: