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Part A interactive voice response (IVR) operating guide

1-877-602-8816

First Coast strives to provide you with the most up to date automation features as possible. The IVR operating guide will help to increase your knowledge of the technology and services we offer our providers. You may also find our IVR Quick Reference Guide helpful.

Hours of operation

IVR hours of availability

The IVR is available 24 hours a day, 7 days a week, except for regularly scheduled maintenance. However, specific claim information is available during the following times, except for holidays: 

  • Monday - Friday 7 a.m. to 7 p.m., ET
  • Saturday 6 a.m. to 3 p.m., ET

 

*Effective December 1, 2025, eligibility will no longer be available in the IVR.

Touchtone or speech

All callers have the option of selecting speech or touchtone when using the IVR. To receive the best results when speaking, we offer the following tips:

  • Use a telephone with a handset or headset
  • Avoid using a speakerphone or cell phone
  • Avoid calling from areas with loud background noise
  • Speak the requested information clearly in a quiet environment

When using the speech recognition option on the IVR, and keying the date is required (date of service, date of birth, etc.), the date must be given in 8-digit format (mm/dd/yyyy). 

In the event the system does not accept the spoken information, touch-tone is always available. To receive the best results when using touch-tone, we offer the following tips:

  • Dates should be entered in the following format (mm/dd/yy)
  • To signal you are entering an alpha suffix or letter, press the * key
  • Press the key that includes the letter, then the corresponding number that denotes where the letter is located on the number key.
  • If the patient’s last name contains a suffix, hyphen, or apostrophe, enter up to six letters before the special character. Stop entering once you reach the special character up to a maximum of six letters, whichever comes first. (Example: if the last name is “De-Amaro” enter only “DE”).
  • If the patient’s last name contains a space between two last names, callers should enter the first six letters of the ‘primary’ last name for beneficiary authentication. (Example: if the last name is “Correa Augusto” enter “CORREA” for the last name).
  • After all letters desired have been keyed, press the pound (#) sign to end your entry. 

Use the numbers on the telephone keypad that corresponds to the patient or provider number:

A = *21#

Q =*72#

R = *73#

Z = *94#

Helpful tips

As a result of the Health Insurance Portability and Accountability Act (HIPAA), we are required to protect the privacy of all individuals. You must have the following information available for authentication with certain options within the IVR:

  • National Provider Identifier (NPI)
  • Provider Transaction Access Number (PTAN)
  • Tax Identification Number (TIN)
  • Beneficiary Medicare ID
  • Beneficiary name
  • Beneficiary date of birth
  • Date of service

Main menu - number / options

  1. General information
  2. Claim status
  3. Check information
  4. Medicare seminars and publication information
  5. Patient discharge status
  6. Remittance codes and prior authorization inquiries
  7. Enrollment information

Closures and general information: Press 1

  • Training and holiday closures, press 1
  • Hot topics, press 2
  • Provider outreach and education information, press 3
  • General MSP and appeals information, press 4
  • Hours of operation, press 5
  • For Medicare Advantage Plan information, press 6

Claim status: Press 2

The IVR voices the following information: 

  • Type of bill
  • Amount submitted
  • Date claim received
  • Reimbursement amount
  • Document Control Number (DCN)
  • Remittance advice date

The IVR voices the following information when it is returned to the provider:

  • Date claim received
  • Amount submitted
  • Date returned
  • Document Control Number (DCN)
  • Reason code
  • Reason for return

The IVR voices the following on pending claims:

  • Date claim received
  • Amount submitted
  • Document Control Number

Check information: Press 3 

  • To obtain the amount of your last check, press 1
  • For information on an individual check by check date, press 2
  • For information on your last three checks, press 3

Publication information: Press 4

  • For information on Medicare seminars, press 1
  • For information on CMS publications, press 2
  • For information on Medicare Part A publications, press 3 

To check patient discharge status information: Press 5

Definitions of remittance codes: Press 6

  • For remittance code information, press 1
  • To determine if a procedure code requires prior authorization from Medicare, press 2

Enrollment information: Press 7

  • For status of an enrollment application, press 1
  • For a summary of applications and when to use them, press 2
  • For a summary of documents required for certain specialties, press 3
  • For mailing address and PECOS internet enrollment information, press 4
  • For open enrollment and participation in Medicare information, press 5
  • For a summary of enrollment information available on our website, press 6

Repeat menu: Press 8

This option returns callers to the main menu

End call: Press 9

This option ends the call in the IVR.

Additional information

Customer service representatives - Medicare Part A

* CT only for providers in Florida

  • Toll-free telephone numbers: 

    • Florida / U.S. Virgin Islands: 1-888-664-4112 (TTY: 711)
    • Puerto Rico: 1-877-908-8433 (TTY: 711)

Training hours 

The First Coast Medicare Part A provider call centers are typically closed for staff training purposes on Thursdays from 2 p.m. to 4 p.m., ET. View the full training schedule. 

General written inquiries

Online submission: Medicare program-related inquiry

Website links

For additional information, visit the CMS website.