As part of our ongoing commitment to modernize systems and enhance service delivery, we’re excited to share an additional enhancement to our current IVR capabilities.

Current IVR includes:

• Caller Authentication & Case Status Inquiries – Callers can verify their identity and access real-time case updates without waiting on hold.
• Expanded Provider Access – Providers can check the real-time status of submitted requests, including approved, denied, pending, or void, regardless of submission method.
• Streamlined Support – After receiving case details, providers can choose to speak with a representative for additional assistance.

We have now further enhanced the IVR to expand self-service availability beyond regular business hours. Providers can check the status of their requests through the IVR during business hours or after hours, providing greater flexibility and access when they need it.

All case status inquiries will be automatically documented with the date, time, and case details for accuracy and transparency.