IVR Phone System Enhancement

Aug. 9, 2019

Blue Cross and Blue Shield of Texas (BCBSTX) is committed to helping you stay aware of changes being implemented within our self-service channels. Starting Aug. 26, 2019, the Interactive Voice Response (IVR) phone system will be enhanced to consolidate benefit responses for services that have the same benefit details.

This IVR enhancement will improve provider efficiencies and ultimately reduce your call time. Previously, for example, if a caller requested chemotherapy benefits in the IVR, the system would return coverage for each individual provision of chemotherapy, radiation therapy and the office visit. Now the IVR combines these services and returns one benefit quote for all provisions when the coverage level is the same. The IVR main menu options have not changed and providers will continue to navigate the phone system as they do today.

For IVR navigational assistance, refer to the Eligibility and Benefits Caller Guide located on the IVR System page of our provider website.

As a reminder, checking eligibility and benefits electronically through the Availity® Provider Portal or your preferred web vendor is the quickest way to access coverage information for BCBSTX members.

To verify eligibility and benefits via phone for government programs (Medicare Advantage and Texas Medicaid) members, refer to the number on the member's ID card.


Checking eligibility and/or benefit information is not a guarantee of payment. Benefits will be determined once a claim is received and will be based upon, among other things, the member's eligibility and the terms of the member's certificate of coverage applicable on the date services were rendered. If you have any questions, please call the number on the member's ID card.

Availity is a trademark of Availity, LLC, a separate company that operates a health information network to provide electronic information exchange services to medical professionals. Availity provides administrative services to Blue Cross and Blue Shield of Texas (BCBSTX). BCBSTX makes no endorsement, representations or warranties regarding any products or services provided by third party vendors such as Availity. If you have any questions about the products or services provided by such vendors, you should contact the vendor(s) directly.