IVR (Interactive Voice Response)
Contents
1. thousand hundred dollars and cents The previous provider check information available is from the remittance advice number 1234567 dated month day year The check amount is million thousand hundred dollars and cents For another check inquiry press 1 else press 2 to return to the VR Main Menu For Claim information press 3 With Option 3 Claim Status Inquiries you will be provided the status of the most current claim containing the date of service entered You will be told whether the claim is paid denied approved to pay or still in process You will be given the amount paid remittance advice date and the claims internal control number To use this option you will be prompted to supply the following information billing 10 digit National Provider Identifier participant ID First date of service MM DD YY and optional claim type A sample of text spoken by the IVR for claim status inquiries is shown below Claim Inquiry Menu Please enter your 10 digit National Provider Identifier Please enter the 8 digit MO HealthNet participant ID on the claim Please enter the 6 digit first date of service in month day year format Please specify the type of claim you are inquiring upon For any claim press 0 For Medical press 1 for Inpatient press 2 for Outpatient press 3 for Dental press 4 for Home Health press 5 for Drug press 6 for Nursing Home press 7 for Crossover press 8 If the p2. P that is the first digit of the TEMP number The responses received from the IVR can be varied depending on the validity of the request data and whether the MO HealthNet DCN Social Security Number date of birth combination requested is found on the MO HealthNet Participant File Each response can be grouped into one of two categories either successful or unsuccessful When eligibility verification is requested through the IVR and the participant has multiple DCNs the system first verifies eligibility for the DCN entered If the submitted DCN is eligible the IVR responds that the participant is eligible and informs the provider the participant has multiple DCNs All additional information provided by the IVR such as Third Party Liability or Lockin information is provided using the submitted DCN If the submitted DCN is not eligible the system verifies the eligibility for the participant s other DCN If the other DCN is eligible the IVR responds that the participant is eligible and informs the provider the participant has multiple DCNs The other DCN is not given All additional information provided by the IVR is provided using the other DCN If neither of the participant s DCNs is eligible the VR responds that the participant is not eligible and informs the provider the participant has multiple DCNs IVR Interactive Voice Response If the provider inquires on eligibility by entering the participant s name and date of birth and
3. 5 copayment per prescription and a 10 copayment per provider visit is required EPSDT screenings Well Child visits and immunizations are exempt from copayment The Confirmation number is 12345678910 This participant is locked into health plan provider for services on month day year The primary care provider is XXXXXXXXX XXXXXXXXX The health plan s hotline is XXX XXX XXXX The lockin provider s phone number is XXX XXX XXXxX Note This is the name of Missouri s Managed Care health plan provider selected by the participant that is responsible for plan covered services or the FFS Lock in provider Providers must coordinate services with the health plan Third party insurance for the following coverage TPL coverage descriptions is provided by carrier name IVR Interactive Voice Response The policy number is policy number or unknown The group policy number is group policy number or There is no third party insurance Date of birth is month day year Date of death is month day year Date of last eye exam and last issue of eyeglass frames and lenses is month day year This participant has not been examined and has not received eyeglass frames or lenses to date under the MO HealthNet Program Note Review your provider manual for more information regarding the allowed frequencies of frames lenses and exams under the MO HealthNet program Note Eye exam and glasses information is only relayed
4. Participant ID or Social Security Number IVR Interactive Voice Response or Casehead ID which requires the dependant date of birth Date of Birth if inquiry by Social Security Number First date of service MM DD YY Last date of service MM DD YY For eligibility inquiries the user may inquire by individual date of service or a span of dates Inquiry for a span of dates may not exceed 31 days The user may not inquire on future service dates dates past current month of inquiry or dates exceeding one year prior to the current date Eligibility information is limited to 10 inquiries per call The user is given MO HealthNet eligibility coverage third party liability information Medicare Part A and or Part B coverage and lock in health plan information The IVR tells whether the participant is eligible under General Relief QMB or the Presumptive Eligibility TEMP program Individuals in these categories may have restricted services Please reference your provider manual for a description of these services or if participant is enrolled with a health plan contact them for further information MO HealthNet eligibility information is confidential and must only be used for the purpose of providing services and filing MO HealthNet claims NOTE To inquire on a participant that is in the Presumptive Eligibility TEMP program enter the number 7 followed by the remaining digits of the ID number The 7 is to be used in place of the
5. Services when prompted by IVR where XXXXXXXXXXXKXXXXXKXKXXX is the description of the provider type For inquiry by Social Security number press 2 Please enter your 10 digit National Provider Identifier Please enter the 9 digit social security number Please enter the 6 digit date of birth in month day year format Please enter the 6 digit first date of service in month day year format Please enter the 6 digit last date of service in month day year format or press if it is the same as the first date of service NOTE If the NPI entered links to more than one MO HealthNet Provider legacy ID the user will be given different options based on the provider type of the Legacy provider numbers associated with the NPI number For example if the NPI number entered is 1111111111 which is associated with two legacy Provider numbers 262222222 and 283333333 since 26 Provider type corresponds to Personal Care and 28 Provider Type corresponds to Aged and Disabled Waiver the IVR should prompt the message Press 1 for Personal Care services Press 2 for Aged and Disabled Waiver services IVR Interactive Voice Response When the provider numbers associated with the NPI number are of the same provider type the option given out by the IVR for selecting the provider number of the same provider type already given should have Other preceding the description as given below Press 1 for Description of the provider type Services
6. the participant is cross referenced the IVR reports the numerically lowest of any linked DCN For every response participant data and informative messages are relayed to the provider via the digitized human voice and a computerized voice The IVR system leads the inquirer step by step through the eligibility verification process If an unsuccessful response is given it then repeats the original request for data Eligibility inquiries are limited to ten per phone call The following pages contain sample text messages that are spoken to the caller after requested information has been entered IVR Main Menu Welcome to the MO HealthNet Interactive Voice Response System Please note that hot messages will be given when applicable such as when outages occur Please have your provider number ready Please press any key if you have a touch tone phone You may press the option number at any time during this message For MO HealthNet Participant Eligibility press 1 For Check Amount information press 2 For Claim information press 3 For Prior Authorization information press 6 MO HealthNet Participant Eligibility options For inquiry by MO HealthNet ID press 1 Please enter your 10 digit National Provider Identifier Please enter the 8 digit MO HealthNet participant ID Please enter the 6 digit first date of service in month day year format Please enter the 6 digit last date of service in month day year format or press if it is
7. with the following options For Health Plan and Lock in information press 1 For eyeglass and eye exam information press 2 For TPL info Third Party Liability press 3 For Medicare and QMB information press 4 For MO HealthNet ID name spelling of name and eligibility information press 5 Confirmation Number press 6 Another MO HealthNet Participant press 7 To return to the main menu press 8 To end this call press 9 To speak to a MO HealthNet Specialist press 0 IVR Interactive Voice Response For Check Amount information press 2 This option 2 will provide you with your last two check amounts You will be given the last two remittance advice dates number and check amounts This option also confirms authorization to submit claims electronically The following paragraphs contain sample text that the IVR will use when providing the requested information To inquire on your last two check amounts you will need to supply your 10 digit National Provider Identifier Provider Check Amount Menu Please enter your 10 digit National Provider Identifier NOTE If the NPI entered links to more than one MO HealthNet Provider legacy ID the user will be given different options based on the provider type of the Legacy provider numbers associated with the NPI number For example if the NPI number entered is 1111111111 which is associated with two legacy Provider numbers 262222222 and 283333333 since 26 Provider type corresponds to Personal Care a
8. IVR Interactive Voice Response MO HealthNet Interactive Voice Response System User Manual This manual provides instructions for making eligibility claim status and the last two check amount inquiries It explains the different options available to verify MO HealthNet eligibility and provides an explanation of the different responses you receive from the system Through the IVR system you can obtain the participant s MO HealthNet ID full name date of birth and Medicare Part A and B eligibility Other useful information includes the date eyeglasses were last dispensed last eye exam and lock in and third party liability data The information you receive about a participant will pertain specifically to the date s of service that you request Information is relayed to providers by calling the local IVR phone number 573 635 8908 You will be prompted to enter your ten digit National Provider Identifier each time you access any of the IVR options NOTE For NPIs linked to more than one Legacy Provider Number you will be instructed to use Emomed to retrieve the necessary data This number will no longer allow the provider to transfer out to a specialist If the provider needs assistance from a provider relations specialist they will need to contact Provider Relations at 573 751 2896 Please note call duration is limited to 20 minutes Eligibility Request Data MO HealthNet currently uses a plastic identification card that is issued to each eligib
9. Press 2 for Other Description of the provider type Services Example When the user enters a NPI number 1111111111 which is associated with 502222222 and 503333333 of the same provider type 50 the options given out to the IVR user should be as below Press 1 for Independent Clinic Services Press 2 for Other Independent Clinic Services The state will send letters to the providers who fall into the above scenario so that they would get to know to select the option Other XXXXXXXXXXXXXXXXXX Services when prompted by IVR where XXXXXXXXXXXKXXXXXXKXKXXX is the description of the provider type For inquiry by Case Head ID and dependent date of birth press 3 Please enter your 10 digit National Provider Identifier Please enter the Casehead s 8 digit MO HealthNet ID Please enter the dependent s 6 digit date of birth in month day year format Please enter the 6 digit first date of service in month day year format Please enter the 6 digit last date of service in month day year format or press if it is the same as the first date of service NOTE If the NPI entered links to more than one MO HealthNet Provider legacy ID the user will be given different options based on the provider type of the Legacy provider numbers associated with the NPI number For example if the NPI number entered is 1111111111 which is associated with two legacy Provider numbers 262222222 and 283333333 since 26 Provider type corresponds to Personal C
10. are and 28 Provider Type corresponds to Aged and Disabled Waiver the IVR should prompt the message Press 1 for Personal Care services Press 2 for Aged and Disabled Waiver services When the provider numbers associated with the NPI number are of the same provider type the option given out by the IVR for selecting the provider number of the same 5 IVR Interactive Voice Response provider type already given should have Other preceding the description as given below Press 1 for Description of the provider type Services Press 2 for Other Description of the provider type Services Example When the user enters a NPI number 1111111111 which is associated with 502222222 and 503333333 of the same provider type 50 the options given out to the IVR user should be as below Press 1 for Independent Clinic Services Press 2 for Other Independent Clinic Services The state will send letters to the providers who fall into the above scenario so that they would get to know to select the option Other XXXXXXXXXXXXXXXXXX Services when prompted by IVR where XXXXXXXXXXXKXXXXXKXKXXX is the description of the provider type IVR Response to MO HealthNet Participant Eligibility MO HealthNet ID 12345678 is registered to name This participant is subject to Day Specific Eligibility The participant is eligible for service on month day year through month day year With a Medical Eligibility Code of 99 In County number 99 A
11. articipant is locked into provider Name of Provider for services on month day year Note If lock in indicates the participant is enrolled in the St Louis City General Relief program St Louis City Department of Health and Hospitals must provide all services received Contact Joe Kelly at 314 658 1004 for assistance or call St Louis Regional at 314 361 1212 if evening or weekend assistance is needed Refer to your provider manual for further details regarding this type of restriction This field will also contain the number and name of the hospice provider if an individual has elected hospice benefits Refer to Section 1 of the provider manual or contact the health plan if applicable for more information This participant has Medicare Part A and or B coverage on month day year through month day year This participant has QMB coverage on month day year through month day year Note This message will be relayed when the participant has QMB Qualified Medicare Beneficiary coverage based on the beginning eligibility date of the response If they have this coverage on date of service and the ME code is 55 they have restrictions in their coverage Please refer to Section 1 of the provider manual or if participant is enrolled with a health plan contact them for further details HCY or dental screen may be appropriate Check medical history Refer to Section 9 of your provider manual or contact the health plan for MO HealthNe
12. ate the prompt will be You have no coverage for the date inquired If you have submitted bills or have bills to submit then contact your local Family Support Division If you have sent a payment please press 0 to talk to a specialist If the participant has not sent a payment after the invoice s closing date the prompt will be You have no coverage for the date inquired If you have submitted bills or have bills to submit then contact your local Family Support Division If you have sent a payment please press 0 to talk to a specialist If the participant sent a payment and it was insufficient the prompt will be Your last payment was insufficient You will receive a letter telling you what you must do to keep your coverage If the participant is being reinstated the prompt will be You are in the process of being reinstated If the participant coverage has been closed by the State of Missouri the prompt will be Your case is closed Please contact your eligibility specialist at your local Family Support Division The participant can repeat the information that you just heard press 1 The participant can return to the previous menu press 9 The participant can terminate the call please hang up To see if you have automatic withdrawal for your Spenddown Premium press 2 If the participant does have automatic withdrawal the prompt will be A payment will be deducted from your account on or around the date of automatic payment of th
13. e month for coverage for the following month If you have received an invoice you must mail your payment using the invoice If the participant does not have automatic withdrawal the prompt will be You do not have automatic withdrawal If the participant has automatic withdrawal but it has ended the prompt will be Your automatic withdrawal ended on date automatic withdrawal was ended If the participant automatic withdrawal is being set up the prompt will be Your automatic withdrawal application is in the process of being set up The participant can repeat the information that you just heard press 1 IVR Interactive Voice Response 16 The participant can return to the previous menu press 9 The participant can terminate the call please hang up To receive a Spenddown automatic withdrawal form press 3 The automatic withdrawal form is available on the internet at http www dss mo gov mhd participants To have a withdrawal form mailed to you A withdrawal form will be mailed to you at your current address on file press 5 The participant can repeat the information that you just heard press 1 The participant can return to the previous menu press 9 The participant can terminate the call please hang up To get the address for mailing your Spenddown Premium Payment press 4 Send your invoice and payment to Premium Payments PO Box 808001 Kansas City Mo 64180 8001 Please include your MO HealthNet ID on the check or m
14. for Other Independent Clinic Services The state will send letters to the providers who fall into the above scenario so that they would get to know to select the option Other XXXXXXXXXXXXXXXXXX Services when prompted by IVR where XXXXXXXXXXXXXXXXXXXXXX is the description of the provider type IVR Response to Claim status inquiries The claim accessed with this date of service is paid on the Remittance Advice date month day year in the amount of thousand hundred dollars and cents The ICN is HHHHEHHHHH The claim accessed with this date of service is denied with EOB If you do not press 1 for an EOB explanation after a slight pause the IVR continues The IVR can give up to 5 EOBs and descriptions with a slight pause between each The claim accessed with this date of service is denied on the H H remittance advice dated month day year The ICN is HEHEHE Press 1 for EOB description The specific EOB description is relayed to caller The claim accessed with this date of service is denied on the H remittance advice dated month day year The ICN is HH HHHH HHHHH The claim accessed with this date of service is being processed The ICN is FHP IVR Interactive Voice Response 12 The claim accessed with this date of service is approved for payment The ICN is HERTHA ETE The claim requested was not found Please verify the MO HealthNet ID and the first date of service For an
15. if you have automatic withdrawal for your MO HealthNet for Kids Premium press 2 If the participant does have automatic withdrawal the prompt will be A payment will be deducted from your account on or around the date of automatic payment of the month for coverage for the following month If you have received an invoice you must mail your payment using the invoice If the participant does not have automatic withdrawal the prompt will be You do not have automatic withdrawal If the participant has automatic withdrawal but it has ended the prompt will be Your automatic withdrawal ended on date automatic withdrawal was ended If the participant automatic withdrawal is being set up the prompt will be Your automatic withdrawal application is in the process of being set up The participant can repeat the information that you just heard press 1 14 IVR Interactive Voice Response The participant can return to the previous menu press 9 The participant can terminate the call please hang up To receive an MO HealthNet for Kids automatic withdrawal form press 3 The automatic withdrawal form is available on the internet at WWW DSS MO GOV MHD Participants htm To have a withdrawal form mailed to you A withdrawal form will be mailed to you at your current address on file press 5 The participant can repeat the information that you just heard press 1 The participant can return to the previous menu press 9 The participant can termi
16. le individual For example an eligible AFDC mother and each of her children receive their own plastic ID card Providers must use the proper card for each individual child to verify eligibility and any other pertinent information The MO HealthNet ID card is white It contains the MO HealthNet logo in the upper right corner of the card and states MO HealthNet Department of Social Services in the upper left corner The lower portion of the face contains the participant s name date of birth and MO HealthNet ID number The reverse side of the card contains basic information and a participant hotline number The plastic ID card also contains a magnetic strip that may be used by providers who have a point of service terminal to verify eligibility restrictions lock in and insurance information The card may be swiped through the point of service terminal to access the participant s eligibility and benefit information Plastic ID cards do not show eligibility dates or any other information regarding restrictions benefits or Third Party Resource TPR Providers must verify eligibility before rendering services because the plastic ID card only contains the participant s identifying information as described above ID number name and date of birth As stated on the card holding the card does not certify eligibility or guarantee benefits For Option 1 Participant Eligibility the user is prompted to supply the following information MO HealthNet
17. nate the call please hang up To get the address for mailing your MO HealthNet for Kids Premium Payment press 4 Send your invoice payment to Premium Payments PO Box 805109 Kansas City Mo 64180 5109 Please include your policy number on the check or money order The participant can repeat the information that you just heard press 1 The participant can return to the previous menu press 9 The participant can terminate the call please hang up Participant Inquiry Error Responses Participant ID 12345678 is not on file Please reenter the 8 digit MO HealthNet ID number Note After two unsuccessful attempts you will be transferred to a MO HealthNet Specialist Spenddown Pay In Information press 2 Please enter your 8 digit MO HealthNet ID number found on the red MO HealthNet card for the participant you wish to inquire upon Please enter the 6 digit date of birth of the MO HealthNet ID you have entered in month day year format To check your Spenddown Premium Payment press 1 Please enter the 6 digit date you wish to inquire on in Month Day Year format 15 IVR Interactive Voice Response If the participant has paid the account receivable invoice the prompt will be You have coverage for dates The dates given will be based on the date inquired on if the participant inquires for 10 05 07 the prompt will be You have coverage for dates 10 1 07 to 10 31 07 If the participant sends a payment after the invoice s closing d
18. nd 28 Provider Type corresponds to Aged and Disabled Waiver the IVR should prompt the message Press 1 for Personal Care services Press 2 for Aged and Disabled Waiver services When the provider numbers associated with the NPI number are of the same provider type the option given out by the IVR for selecting the provider number of the same provider type already given should have Other preceding the description as given below Press 1 for Description of the provider type Services Press 2 for Other Description of the provider type Services Example When the user enters a NPI number 1111111111 which is associated with 502222222 and 503333333 of the same provider type 50 the options given out to the IVR user should be as below Press 1 for Independent Clinic Services Press 2 for Other Independent Clinic Services The state will send letters to the providers who fall into the above scenario so that they would get to know to select the option Other XXXXXXXXXXXXXXXXXX_ Services when prompted by IVR where XXXXXXXXXXXXXXXXXXXXXX is the description of the provider type IVR Interactive Voice Response 10 IVR Response to inquiry by check amount information This provider is eligible to submit electronic claims or This provider is not eligible to submit electronic claims The most recent provider check information available is from the remittance advice number 1234567 dated month day year The check amount is million
19. oney order The participant can repeat the information that you just heard press 1 The participant can return to the previous menu press 9 The participant can terminate the call please hang up Participant Inquiry Error Responses Participant ID 12345678 is not on file Please reenter the 8 digit MO HealthNet ID number Note After two unsuccessful attempts you will be transferred to a MO HealthNet Specialist The participant enter a date greater than 1 year old the prompt will be The date inquiring upon can not be greater than 1 year old The Date of Birth entered does not match the Date of Birth on file for the MO HealthNet ID entered Please reenter the participant Date of Birth Note After two unsuccessful attempts you will be transferred to a MO HealthNet Specialist Ticket To Work Health Assurance Payment Information press 3 Please enter your 8 digit MO HealthNet ID number found on the MO HealthNet card for the participant you wish to inquire upon Please enter the 6 digit date of birth of the MO HealthNet ID you have entered in month day year format 17 IVR Interactive Voice Response To check your Ticket Premium Payment press 1 Please enter the 6 digit date you wish to inquire on in Month Day Year format If the participant has paid the account receivable invoice the prompt will be You have coverage for dates The dates given will be based on the date inquired on if the participant inquires for 10 05 07 the prom
20. other claim inquiry press 1 else press 2 to return to the VR main menu You have used your allotted claims inquiries per call Good bye Participant Inquiry Error Responses National Provider Identifier HHHHHH is not on file OR National Provider Identifier is not active please hold while we transfer you to a MO HealthNet specialist Please have your National Provider Identifier ready OR MO HealthNet Premium Collections Interactive Voice Response System IVR Main Menu Welcome to MO HealthNet Premium Collections Interactive Voice Response system Please note that hot messages will be given when applicable such as when outages occur Premium Collections frequently asked questions are available on the Web site at WWW DSS MO GOV MHD For questions concerning medical bills please hang up and call 1 800 392 2161 Please have your Policy Number ready if calling for MO HealthNet for Kids or your MO HealthNet ID if calling for Spenddown or Ticket To Work Health Assurance Program You may press the option number at any time during this message For MO HealthNet for Kids Premium Payment Information press 1 For Spenddown Pay In Information press 2 For Ticket To Work Health Assurance Payment Information press 3 MO HealthNet for Kids Premium Payment Information press 1 Please enter your 8 digit policy number located on the upper right hand corner of your premium invoice To check your MO HealthNet for Kids Premi
21. pt will be You have coverage for dates 10 1 07 to 10 31 07 If the participant sends a payment after the invoice s closing date the prompt will be You have no coverage for the date inquired If you have submitted bills or have bills to submit then contact your local Family Support Division If you have sent a payment please press 0 to talk to a specialist If the participant has not sent a payment after the invoice s closing date the prompt will be You have no coverage for the date inquired If you have submitted bills or have bills to submit then contact your local Family Support Division If you have sent a payment please press 0 to talk to a specialist If the participant sent a payment and it was insufficient the prompt will be Your last payment was insufficient You will receive a letter telling you what you must do to keep your coverage If the participant is being reinstated the prompt will be You are in the process of being reinstated If the participant coverage has been closed by the State of Missouri the prompt will be Your case is closed Please contact your eligibility specialist at your local Family Support Division The participant can repeat the information that you just heard press 1 The participant can return to the previous menu press 9 The participant can terminate the call please hang up To see if you have automatic withdrawal for your Ticket Premium press 2 If the participant does have automatic wi
22. rovider presses 6 Drug the IVR responds Press 1 if you would like to enter a prescription number If the provider presses 1 the VR responds with Please enter the 7 digit prescription number The drug claim is then accessed NOTE If the NPI entered links to more than one MO HealthNet Provider legacy ID the user will be given different options based on the provider type of the Legacy provider numbers associated with the NPI number IVR Interactive Voice Response 11 For example if the NPI number entered is 1111111111 which is associated with two legacy Provider numbers 262222222 and 283333333 since 26 Provider type corresponds to Personal Care and 28 Provider Type corresponds to Aged and Disabled Waiver the IVR should prompt the message Press 1 for Personal Care services Press 2 for Aged and Disabled Waiver services When the provider numbers associated with the NPI number are of the same provider type the option given out by the IVR for selecting the provider number of the same provider type already given should have Other preceding the description as given below Press 1 for Description of the provider type Services Press 2 for Other Description of the provider type Services Example When the user enters a NPI number 1111111111 which is associated with 502222222 and 503333333 of the same provider type 50 the options given out to the IVR user should be as below Press 1 for Independent Clinic Services Press 2
23. ssouri State Treasurer PO Box 809020 Kansas City Mo 64180 9020 Please include your MO HealthNet ID on the check or money order The participant can repeat the information that you just heard press 1 The participant can return to the previous menu press 9 The participant can terminate the call please hang up Participant Inquiry Error Responses Participant ID 12345678 is not on file Please reenter the 8 digit MO HealthNet ID number Note After two unsuccessful attempts you will be transferred to a MO HealthNet Specialist The participant enter a date greater than 1 year old the prompt will be The date inquiring upon can not be greater than 1 year old The Date of Birth entered does not match the Date of Birth on file for the MO HealthNet ID entered Please reenter the participant Date of Birth Note After two unsuccessful attempts you will be transferred to a MO HealthNet Specialist 19 IVR Interactive Voice Response
24. t Managed Care enrollees Note This message will be given for all participants under the age of 21 A Lead screen is mandatory for children 6 to 72 months of age Refer to Section nine of your provider manual or contact the health plan for MO HealthNet Managed Care enrollees Note This message will be given for all participants age 6 to 72 months of age Participant Inquiry Error Responses Participant ID 12345678 is not on file Please reenter the 8 digit MO HealthNet ID number Note After two unsuccessful attempts you will be transferred to a MO HealthNet Specialist Social security number 123456789 is invalid Please reenter the 9 digit social security number First date of service is invalid Please reenter the 6 digit date of service in month day year format Last date of service is invalid Please reenter the 6 digit date of service in month day year format You may not enter a date over year old Please reenter the 6 digit first date of service in month day year format IVR Interactive Voice Response You may not look to dates in the future Please reenter the 6 digit date of service in month day year format You may not look at date spans longer than 31 days Please reenter the dates of service You have used your allotted participant inquiries per call Thank you for calling the MO HealthNet Interactive Voice Response system After the requested eligibility information is given the user is presented
25. thdrawal the prompt will be A payment will be deducted from your account on or around the date of automatic payment of the month for coverage for the following month If you have received an invoice you must mail your payment using the invoice If the participant does not have automatic withdrawal the prompt will be You do not have automatic withdrawal If the participant has automatic withdrawal but it has ended the prompt will be Your automatic withdrawal ended on date automatic withdrawal was ended 18 IVR Interactive Voice Response If the participant automatic withdrawal is being set up the prompt will be Your automatic withdrawal application is in the process of being set up The participant can repeat the information that you just heard press 1 The participant can return to the previous menu press 9 The participant can terminate the call please hang up To receive a Ticket automatic withdrawal form press 3 The automatic withdrawal form is available on the internet at WWW DSS MO GOV MHD Participants htm To have a withdrawal form mailed to you A withdrawal form will be mailed to you at your current address on file press 5 The participant can repeat the information that you just heard press 1 The participant can return to the previous menu press 9 The participant can terminate the call please hang up To get the address for mailing your Ticket Premium Payment press 4 Send your invoice and payment to Mi
26. the same as the first date of service NOTE If the NPI entered links to more than one MO HealthNet Provider legacy ID the user will be given different options based on the provider type of the Legacy provider numbers associated with the NPI number For example if the NPI number entered is 1111111111 which is associated with two legacy Provider numbers 262222222 and 283333333 since 26 Provider type corresponds to Personal Care and 28 Provider Type corresponds to Aged and Disabled Waiver the IVR should prompt the message IVR Interactive Voice Response Press 1 for Personal Care services Press 2 for Aged and Disabled Waiver services When the provider numbers associated with the NPI number are of the same provider type the option given out by the IVR for selecting the provider number of the same provider type already given should have Other preceding the description as given below Press 1 for Description of the provider type Services Press 2 for Other Description of the provider type Services Example When the user enters a NPI number 1111111111 which is associated with 502222222 and 503333333 of the same provider type 50 the options given out to the IVR user should be as below Press 1 for Independent Clinic Services Press 2 for Other Independent Clinic Services The state will send letters to the providers who fall into the above scenario so that they would get to know to select the option Other XXXXXXXXXXXXXXXXXX
27. um Payment press 1 13 IVR Interactive Voice Response Your last payment was received on Accounts receivable payment date for the last invoice paid by participant for coverage dates the first coverage date on the last invoice that was paid to the last coverage date on the last invoice that was paid Your next payment must be received by 35 days after the next open accounts receivable invoice date If the participant sends a payment after the invoice s closing date the prompt will be Your payment for Invoice Dated date of accounts receivable invoice was received after the closing date You have no coverage If the participant has not sent a payment after the invoice s closing date the prompt will be Your payment has not been received You have no coverage If the participant sent a payment and it was insufficient the prompt will be Your last payment was insufficient You will receive a letter telling you what you must do to keep your coverage If the participant is being reinstated the prompt will be You are in the process of being reinstated If the participant coverage has been closed by the State of Missouri the prompt will be Your case is closed Please contact your eligibility specialist at your local Family Support Division The participant can repeat the information that you just heard press 1 The participant can return to the previous menu press 9 The participant can terminate the call please hang up To see
28. when the inquiring provider has a provider number that begins with the first two digits of 20 24 31 32 Social security number 123456789 is registered to name The MO HealthNet ID is 12345678 Social security number 123456789 is duplicated on our files Please enter the participant s ID or hold for a MO HealthNet Specialist The participant 12345678 is eligible for service on month day year through month day year or Participant 12345678 is not eligible for service on month day year through month day year Social security number 123456789 is not eligible for service on month day year through month day year This participant has certain service restrictions based on their Medical Eligibility of General Relief Please reference your provider manual for a description of this restriction Note This message will be given if the participant s ME code is 09 which indicates they participate in the General Relief Program These participants have restrictions on certain types of services covered by MO HealthNet Refer to the appendix in this manual that explains ME code restrictions for a listing of services not covered for General Relief participants The message Multiple Dependants found will be heard if there is multiple dependants found with the same date of birth for the casehead ID entered Please contact a MO HealthNet specialist if you receive this message IVR Interactive Voice Response This p
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