subject: A Guide to Medicare's IVR [print this page] A Guide to Medicare's IVR A Guide to Medicare's IVR
Medicare has a 1-800 number set up with an interactive voice response (IVR) system for its recipients. The government is using technology to be more efficient, just like any other organization.
Organizations use IVR systems to manage calls, improve the efficiency in how they handle those calls and reduce costs by using automation for tasks previously done by paid staff.
According to an American Journal of Public Health study, however, the average age of Medicare recipients is about 77 years oldthey may not be used to using an IVR, which is why the government provides a guide for using the system.
Just for reference, 77-year-olds were born in 1934. There wasn't a ton of technology around then compared to todaynot by a long shot. The first computer didn't even come out until 1946, and it was a 30-ton behemoth the size of two 18-wheelers, so there weren't too many 12-year-olds with access to it. Today's 77-year-olds didn't grow up with technology attached to their hip, and they may not be used to dealing with it.
These days, there are lots of 12-year-olds who not only have access to computers at school but also at home. Some even have smartphones, which are basically small hand-held computers.
In any case, here are some highlights from the Medicare guide (via the website)
"To enter your Medicare number, just speak clearly the numbers and letters one at a time. Or if you prefer you can enter your Medicare number on the telephone keypad, just use the star key to indicate any place there is a letter. The voice system will then ask you what that letter is. So for example if your Medicare number is 000-00-0000A, you would enter 0-0-0-0-0-0-0-0-0-*."
Common voice commands:
"Drug coverage" for Medicare prescription drug coverage.
"Claims" or "Billing" for claims or billing issues.
"Preventative Services" for preventive services covered by Medicare.
"Limited Income" for extra help paying health or prescription drug costs.
"Publications" for forms or handbooks.
"Medicaid" for the telephone numbers of State Medical Assistance (Medicaid) offices.
"Doctor Service" for outpatient doctors.
"Hospital Stay" for hospital or emergency room visits.
"Medical Supplies" for equipment, wheelchairs or walkers.
"Deductible" for information about Part B deductibles.
