Physical Therapy Benefits to be Contained Within the IVR Phone System as of Sept. 8, 2020

Aug. 19, 2020

Beginning Sept. 8, 2020, the option to speak to a Customer Advocate will be removed for the physical therapy benefit category within our automated Interactive Voice Response (IVR) phone system. The IVR quotes the same level of patient eligibility and benefits information as a Customer Advocate provides. Remain assured; our Customer Advocates will continue to be available for more complex benefit quotes.

Blue Cross and Blue Shield of Texas (BCBSTX) is committed to providing efficient and secure access to patient information. To better assist providers with understanding the recent IVR change, a list of the benefit categories that are currently contained in the IVR is included below. This listing is continually reviewed and may vary across our different BCBSTX networks, products and/or group policies. This change does not impact the Federal Employee Program® (FEP®) IVR.

Note: This information/listing is not applicable to Medicare Advantage or Texas Medicaid members. When calling to verify eligibility and benefits for one of these members, refer to the Customer Services phone number on the back of the member’s BCBSTX ID card.

Air Ambulance

Electrocardiogram (EKG)

Medical Supplies

Physical Therapy**


Extended Care Facility


Preventive Care


Ground Ambulance

Office Services

Private Duty Nursing

Assistant Surgeon


Office Visit*


CAT Scan


Pap Smear

Prostate-specific Antigen (PSA)


Inhalation Therapy





PET Scan




Physical Exam

23-Hour Observation

*Customer Advocate assistance is temporarily available for office visit due to COVID-19.
**Physical Therapy will be contained in the IVR beginning as of Sept. 8, 2020.

When using the IVR to determine patient coverage or connecting with a Customer Advocate to request predetermination of benefits status, it is imperative that you select the exact benefit category that will be rendered for the patient. This will ensure that you receive the most accurate benefit information associated with your request. For additional help with navigating the IVR, refer to the Eligibility and Benefit Caller Guide in the Claims and Eligibility section of our Provider website.

Consider Electronic Options

Checking eligibility and benefits electronically through Availity® or your preferred Web vendor is the quickest way to access information for BCBSTX members. To learn more about online solutions, refer to the Provider Tools section of our website.


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 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 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.