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iEXCHANGE® General Questions



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What is iEXCHANGE?


The iEXCHANGE System is Blue Cross and Blue Shield of Texas's automated precertification & referral system. iEXCHANGE offers both telephone (interactive voice response - IVR) as well as a web-based application. iEXCHANGE supports the direct submission and processing of referrals and precertifications by network physicians, professional providers and facilities within Texas.

What are the hours of availability for the iEXCHANGE Systems?

Both the iEXCHANGE IVR and Web applications are available 24 hours a day, 7 days a week - with the exception of every 3rd Sunday when the system will be unavailable from 11:00 a.m. - 2:00 p.m. CT.

What type of transactions can be processed in the iEXCHANGE Systems?

Both the IVR and Web applications support the following transactions:
  1. Inpatient Precertifications,
  2. Maternity Notifications, and
  3. Referrals

How do I access the iEXCHANGE Systems?

For the IVR - dial 800-413-0869. For the Web application - after your Office Administrator sets up your User ID, you can iEXCHANGE.

How do I get signed up for the iEXCHANGE Web application?

Once we determine who our Office Administrator will be, who do we contact to get them signed up / started for iEXCHANGE Web?

Go to Getting Started with iEXCHANGE. then complete and submit the Set-Up Form.

How long before the Office Administrators can begin inputting their users and provider listings into the iEXCHANGE Web application?

Once the Office Administrator's login for their iEXCHANGE Web account has been established, the Office Administrators can begin immediately.

How long is a password good for in the iEXCHANGE Web application?

Passwords for the iEXCHANGE Web application expire every 30 days for security reasons. After 30 days, the iEXCHANGE Web application will prompt you to choose a new password. The iEXCHANGE office administrator in your office is responsible for adding, changing or resetting passwords.

If I am having trouble is there a Support Desk for iEXCHANGE?

Yes, you can reach the Texas iEXCHANGE Support Desk by calling 800-441-9188.

Who do I call if I am having problems using the iEXCHANGE Web application or iEXCHANGE IVR system?

The Texas iEXCHANGE Support Desk is available Monday through Friday, 8 a.m. to 5 p.m. CT by calling 800-441-9188.

Can my provider ID number be used with the iEXCHANGE System?

For the IVR & Web application, you will need your NPI number found in the Provider Finder.

When entering the member ID, should the 3-letter alpha prefix be entered in the IVR application?

No, the 3-letter alpha prefix is not needed with the exclusion of the Federal Employee Program (FEP) Members.
Exception: For FEP Members whose IDs begin with an “R”, enter a leading *73 followed by the remaining numbers.

Does the iEXCHANGE IVR accept the patient's social security number?

No, the IVR will not accept the social security number. All members in Texas have a unique identification number on their member ID card.

Does iEXCHANGE IVR or Web application list the member's PCP?

No. For the Web application - it does not display on a member inquiry, authorization preview or confirmation pages. However, it does display on a treatment search (authorization inquiry) page.

How can I get access to a Provider Directory?

Go to the Provider Finder.

Are there certain groups that will not go through iEXCHANGE?

Texas Health Insurance Pool (THIP) - Group #059473. If you have any questions, please contact the Utilization Management (UM) Department at 800-441-9188.

Does the diagnosis code on the specialist's claim have to match the diagnosis in iEXCHANGE exactly?

No. The diagnosis code that the specialist submits does not have to match the diagnosis code entered into the iEXCHANGE System by the Primary Care Physicians (PCP).