Subscribe to eNews Contact us / IVR

Part B interactive voice response (IVR) operating guide

1-877-847-4992

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 unit 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 6:30 p.m., ET
  • Saturday 6 a.m. to 3 p.m., ET

 

*Effective December 1, 2025, eligibility will no longer be available through 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
  • Date of service

Main menu - number / options

1. General information

2. Claim status, correspondence/appeal status and claim reopenings

4. Pending claims and month or year-to-date dollar amounts

5. Check information

6. Remittance code definitions, pricing of procedure codes and prior authorization inquiries

7. Enrollment information

General information: Press 1

  • Training and holiday closures, press 1
  • Hot topics, press 2
  • Provider outreach and education information, press 3
  • General appeals, website and information to have when calling Medicare, press 4
  • Hours of operation and best times to call, press 5
  • For Medicare Advantage Plan information, press 6

Claim status correspondence/appeal status and claim reopenings: Press 2

For claim status, press 1: 

Assigned claim status

  • Pending, finalized, denied
  • Date of service
  • Amount submitted
  • Processed date
  • Deductible
  • Payment amount
  • Payment date
  • Check number
  • Internal Control Number (ICN)
  • Supplemental insurance (Forwarded or not)

Non-assigned claims

  • Processed date
  • Amount submitted
  • Payment date
  • Supplemental insurance (forwarded or not)

*Additional claim detail

This menu is offered after the information above has been voiced. The IVR will voice the following claim detail line information:

  • Procedure code
  • Date of service
  • Billed amount
  • Allowed amount
  • Denial message (if applicable)

For correspondence and appeal status, press 2

  • IVR will voice date correspondence or appeal was completed and the Correspondence Control Number (CCN)

To request a telephone reopening of a claim, press 3

  • The IVR will prompt for individual detail line adjustments, press 1. To request to have an entire claim reprocessed without making any changes, press 2.
  • If option 1 is selected, the following individual detail line adjustment types are offered:
  • Changes to date of service, press 1
  • To add, delete, or change a modifier, press 2
  • To change a diagnosis, press 3
    Note: This option is only for the primary diagnosis for a procedure.
  • To change a procedure code and billed amount, press 4
  • To change the quantity billed and billed amount, press 5
  • To update the Ordering or Referring provider information, press 6

Pending claims information and month or year-to-date dollar amounts on file: Press 4

  • For current number of pending claims and their combined billed amount, press 1
  • For month or year-to-date number of claims processed and paid amounts, press 2
  • For the previous year paid amount, press 3

Check information: Press 5 

  • For the last three checks, press 1
    • Issue Date
    • Check Number
    • Check Amount (if applicable)
    • Check Status (outstanding/cleared)
  • For check history by issue date, press 2
    • Issue Date
    • Check Number
    • Check Amount (if applicable)
    • Check Status (outstanding/cleared)
  • For check history by check number, press 3
    • Issue Date
    • Check Number
    • Check Amount (if applicable)
    • Check Status (outstanding/cleared)

Definitions of remittance codes, pricing for procedure codes and prior authorization inquiries: Press 6

  • For remittance code information, press 1
  • For pricing of a procedure code, press 2
  • To determine if a procedure code requires prior authorization from Medicare, press 3

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 B

* CT only for providers in Florida

  • Toll-free telephone numbers: 

    • Florida / U.S. Virgin Islands: 1-888-454-9007 (TTY: 711)
    • Puerto Rico: 1-877-908-8433 (TTY: 711)

Training hours 

The First Coast Medicare Part B 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.