Riverbend

IVR

Interactive Voice Response (IVR) Instructions
Riverbend strives to provide our customers with self-service technology that is both beneficial and accessible to users.  Geared to enable users to effectively manage routine claims questions quickly, the IVR system allows providers to access eligibility and claims status information without the need to speak directly with a customer service representative.  This allows customer service representatives to dedicate more time to complex claims issues or concerns while saving you from unnecessary delay. 

The IVR will prompt you for specific information pertaining to your claim that can be entered using a speech-enabled or touch-tone interface.  Below you will find further details about IVR system capability in addition to information you will need to securely access the system.  

You may access the IVR by calling toll-free to 1-877-296-6189.  The IVR line is available for Provider Customer Access 24 hours a day.  Claim status and check information is available Monday through Friday, between the hours of 7:00 AM until 7:00 PM (EST) and from 7:00 AM to 3:00 PM (EST) on Saturday.

Customer service representatives are available Monday through Friday 8:00 AM - 6:00 PM (EST) to assist with more complex questions or concerns.

Information you will need to use IVR:
Having this information at hand will expedite your service call.

• Provider Transaction Access Number (PTAN)
  • National Provider Identifier (NPI)
• Patient Medicare Number
• Patient Gender
• Patient Name
• Patient Date of Birth
• MSP Date of Service

Features
The IVR system will provide answers to the following inquiries:

• Patient Eligibility
• Claims Status
• Financial Information (this is Check Information)
• Medicare News
• General Information – Say “Questions”
  • Frequently Requested Telephone Numbers
  • Frequently Requested Addresses
  • Hours of Operation
  • HMO Contact Information
  • Remittance Advice Code Definitions
  • Appeal Rights

See Also:

Detailed Information for IVR Features