Tips on Entering Letters Into the Interactive Voice Response System

With a touch-tone phone, you can obtain the latest information on your claims and other Medicare issues. The IVR is available 24 hours a day to acquire general information. To obtain specific information the IVR is available from 7 a.m. to 11 p.m. Monday through Friday, ET.

The IVR is available at 877-288-7600.

How to enter the provider’s PTAN: 
The table below shows how to enter alphabetic characters of the provider’s PTAN. For example:

  • If the PTAN is the individual number and begins with a 'P', then the provider would key *71 followed by the other numeric characters
  • If the PTAN is the group number and begins with 'CM', then the provider would key *23 *61 followed by the other numeric characters
  • Note: The provider’s NPI and Tax identification number will be entered corresponding to the key pad on the telephone

Please note that the provider’s PTAN, NPI and Tax ID must correspond. This means if the provider enters their individual PTAN, then the individual NPI for that provider must be entered. If the provider enters their group PTAN, then the group NPI for that provider must be entered.

How to enter letters in a provider's PTAN or a patient's the Medicare number:
The following table should be utilized to enter the alphabetic portion of the PTAN or Medicare number. For example: If the PTAN or Medicare number begins with or contains an 'A', the provider would enter *21 to represent the 'A'. The numerical portion of a PTAN or Medicare number should be entered using the corresponding number keys on your telephone keypad.

A
B
C
D
E
F
G
H
I
J
K
L
M
*21
*22
*23
*31
*32
*33
*41
*42
*43
*51
*52
*53
*61

N
O
P
Q
R
S
T
U
V
W
X
Y
Z
*62
*63
*71
*72
*73
*74
*81
*82
*83
*91
*92
*93
*94

How to enter the beneficiary’s last name and first initial:
When checking eligibility, if the last name is less than six letters, all alpha characters must be entered followed by the (#) sign along with the patient’s initial of the first name. If the last name has less than six letters followed by suffix of 'Jr.' or 'Sr.' then the last name would need to be entered followed by the first initial of the suffix. For example, if the beneficiary's name shows in HIMR as John Kneer Sr., the provider will enter the numbers that correspond with the letters K-N-E-E-R-S- # followed by 'J' for John.

If the last name has more than six letters (such as Brad Johnson Jr.), you will only use the first six letters of the last name Johnson. If the last name and the suffix are less than six letters combined, the provider will not add any additional characters or numbers; they will simply press the pound key.

The following table should be utilized to enter the first characters of the beneficiary’s last name & first initial.

ABC
DEF
GHI
JKL
2
3
4
5

MNO
PQRS
TUV
WXYZ
6
7
8
9

For example: If the beneficiary’s name is Mary Smithers, you would enter 764843 for Smithers and 6 for Mary

  • For a beneficiary with the name of Steve McDonald, you would enter 623662 for McDonald and 7 for Steve
  • Note: The patient’s date of birth must be entered in the format of MMDDYYYY and will correspond with the telephone key pad on the telephone. Example: 04161971

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Provider Contact Center: 888-355-9165

IVR: 877-288-7600

TTY: 877-715-6397

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