As you may be aware, Novitas has been experiencing longer than usual wait times for our Customer Service units and we apologize for the inconvenience. Please be assured that we are working diligently to improve our service times. Many of our calls are for items that can be obtained through the use of our Self Service Tools and Interactive Voice Response Unit (IVR) and we would like to encourage our customers to use these automated tools to obtain information. Using these resources will allow us to streamline and route more difficult requests directly to a Customer Service Representative. Also, please note that it is a CMS requirement to use the IVR if the answer can be obtained within one of the options, and we are required to transfer callers back to the IVR if the information can be obtained using that tool.

To avoid the long wait times on the phone, please use the self-service tools and the IVR to obtain automated information. We appreciate your assistance as we work towards resolving the long wait times for the Customer Service units.

Part A IVR
Click here for Step by Step instructions on how to navigate the IVR
Click here for our IVR Quick Reference Guide

We have created a dedicated IVR link on the left side bar of our website for easier access of resources. As a reminder, below is a list of the items that can be obtained through the IVR:

General Information:

• Claim Status 
• Beneficiary Eligibility 
• Beneficiary deductible amount 
• Beneficiary Preventive Service Dates 
• Overlapping Claims Information 
• Patient Discharge Status Information 
• Home Health Episode of Care 
• Check Status 
• Remittance Information 

Provider Enrollment:

• Status of 855 or 588 Enrollment Forms