Providers are always looking for tools that allow their staff to expedite inquiries faster through IVR.
Blue Cross and Blue Shield of New Mexico currently has the IVR Caller Guide as a visual navigation aid for those times where quick navigation between Eligibility, Benefits, or Claim Review is needed.
A new form that has recently been introduced is the IVR Benefit Collection Sheet. This form explains the information that will be needed to answer the system inquiries, and it also lists the order in which information will be received. This form can be printed or saved on your computer as a quick reference.
Both of these documents are excellent resources for any staff member(s) that may not be familiar with navigating a telephone information system.
