Riverbend

Detailed Information for IVR Features

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.

Patient Eligibility
You will be provided with the following information when using this feature:

1. Part A Effective Date
2. Part A Termination Date (if applicable)
3. Part B Effective Date
4. Part B Termination Date (if applicable)
5. Amount applied to deductible (Current year)
6. Amount applied to deductible (Prior year)
7. Full Hospital days remaining
8. Hospital Coinsurance days remaining
9. Full Skilled Nursing Facility days remaining
10. Skilled Nursing Facility coinsurance days remaining
11. Lifetime reserve days remaining
12. Lifetime Psychiatric days remaining (if Provider is a Psychiatric Hospital)
13. Last billing date
14. Home Health care status
15. Hospice period start date
16. Hospice program status
17. Hospice revocation date
18. Primary or Secondary Coverage
19. HMO Information (if applicable)
20. Physical Therapy current year
21. Physical Therapy prior year
22. Occupational Therapy current year
23. Occupational Therapy prior year
24. Primary insurance name and effective date

Claims Status
The following information may be accessed through Claims Status.  If multiple claims are available for the dates, the information is repeated for each claim.  You will have the option to change the Service Date, Medicare Number, or Provider Transaction Access Number (PTAN) for multiple requests for claims status.

1. Number of Claims
2. Claim Status (Processed, Denied, Rejected, Returned, Suspended)
3. Document Control Number
4. Claim receipt date
5. Claim service dates
6. Bill type
7. Claim Location
8. Claim Total Charges
9. Claim Transaction Date
10. Reason Code
11. Reason Description
12. Provider Reimbursement (for Processed claims)
13. Patient applied deductible (for Processed claims)
14. Patient applied coinsurance (for Processed claims)
15. Patient responsible amount (for Processed claims, if applicable)
16. Non-covered charges (for Processed claims)
17. Check number (for Processed claims, if applicable)
18. Liable party (for Denied claims)
19. Additional Development Request issue date (for Suspended claims)

Check information
You may access the following information about checks:

1. Check Number
2. Check Issue Date
3. Check Amount

Medicare News
Here the IVR will play a series of statements provided as text or pre-recorded speech.  The text will be converted to speech and played to you. 

Frequently Requested Telephone Numbers
Upon selecting one of the following, the number will be given and then repeated.  You will have the option to select another afterwards.

Frequently Requested Addresses 
Use this feature to access the mailing addresses and location of the Riverbend facility in Chattanooga, TN which pertains to the following areas:

Hours of Operation
This feature will inform you of the hours of operation for Riverbend Customer Service as well as the hours for the automated IVR system.   

Appeal Rights Information
Information on Appeal Rights for Part A or for Part B will be played on pre-recorded messages; simply say which you would like to hear (A or B). 

HMO Information
Selecting this feature allows you to access the name, address, and phone number for an HMO.  You must supply the Contractor ID. 

Remittance Advice Code Definitions Retrieved from the Database
To use this feature, enter the Remittance Advice Code.  Details on the Remittance Advice code will then follow.  A complete listing may also be accessed at http://wpc-edi.com/codes.