Interactive Voice Response Reference Manual
Contents
1. Appendices Interactive Voice Response Reference Manual Appendices Appendix A Response Codes Continued Response Codes Explanation and Recommended Action A list of response codes explanations and recommended actions has been compiled to assist HCV users in determining appropriate action upon receipt of a response code The recommended actions are intended to be suggestions one or a combination of choices may be appropriate Each health care provider should establish an appropriate level of action for each response code Provider Action Including Message to Patient Incorrect health Check for keying errors Confirm number and version code 15 number Health number is not 10 numeric digits may be keying error or the card may be damaged Incorrect health number The health number was not found on the ministry s Registered Persons Database Pre assigned new born health number parent guardian must complete registration Health number was released as a pre assigned health number for new Confirm cardholder identity Request surrender of health card return it to MOHLTC Notify the fraud line where applicable 1 800 265 4230 No payment for services bill the cardholder directly Ask the cardholder to contact their local MOHLTC office Check for keying errors Confirm health number and version code Confirm cardholder identity Request surrender of health card return it to MOHLTC Notify the2. Incorrect number please try again Repeated in French If the PIN that is re entered is also invalid the call will be terminated Interactive Voice Response Reference Manual IVR Operating Instructions Accessing the Main Menu Now that you have entered your valid PIN you will be given the following choices from the Main Menu n To verify a health number press 1 n To access the ministry Bulletin Board press 4 n To exit press 7 1 Press 1 to verify a health number Ze Press 4 to access the ministry Bulletin Board di Press 7 to exit Keying Tips If any key other than 1 4 or 7 is pressed you will get the following message Incorrect option please try again After 3 invalid attempts the call will be terminated n If you access the ministry Bulletin Board you will not be able to return to the main menu to verify additional numbers Interactive Voice Response Reference Manual IVR Operating Instructions Entering the Health Number n To verify a health number press 1 from the Main Menu The system will prompt you with the following Enter the health number n Key the 10 digit health number Keying Tips n If you do not start to enter the health number within 5 seconds the system will repeat the message Enter the health number n If there is a 5 second gap between keyed characters the system will state Please re enter the health number On a new attempt t
3. Appendix C Add code page 5 13 DOS amp 203 Response Sleep Study Performed Requirement or Explanation A sleep study has been performed on this patient within the permitted time frame Action The patient has had a sleep study performed within the prescribed time frame Interactive Voice Response Reference Manual Table Of Contents TABLE OF CONTENTS SECTION1 INTRODUCTION Whatis IMR et 1 1 SECTION 2 PERSONAL IDENTIFICATION NUMBER Personal Identification Beeren 2 1 SECTION 3 SERVICE SUPPORT CONTACT CENTRE Service Support Contact Centre SSCC 3 1 SECTION 4 IVR OPERATING INSTRUCTIONS Verifying a Health Number and or Oculo Visual Bone Mineral Density Measurement Sleep Study Service Date 4 1 Accessing the Bulletin ss 4 1 Accessing ine electa 4 1 Caino iz nia a a a la tant ae LA 4 2 Entering Your Personal Identification 4 3 Accessing the Main ela lilla licia Ea EA EE AEREA 4 4 Entering the Health Number San nao 4 5 Entering Ihe Version GOO siriaca da 4 6 Entering the Fee Schedule Code 4 7 Validation Response Godes nasser 4 8 Oculo Visual Assessment Bone Mineral Density Measurement Sleep Study 4 9 Return of Surrendered Health CardSs 4 9 Verifying Additional Health Numbers 4 10
4. Health Card ID expired A renewal notification has been sent to the registrant Health card passed validation Health card is future dated The cardholder was issued this health card upon renewal or as a replacement Health card passed validation The cardholder needs to update their address on file with the ministry Expired health card If the cardholder has a new health card they need to use the new health card Otherwise the cardholder needs to contact the ministry to obtain a new health card Advise the cardholder to contact their ministry on the INFOline at 1 800 268 1154 Request additional identification if it is suspected that the cardholder is not the person to whom the health card was issued You will receive payment for billable services rendered on this day Registrant needs to contact the ministry to maintain coverage into the future No action required Request additional identification if it is suspected that the cardholder is not the person to whom the card was issued You will receive payment for billable services rendered on this day Advise the cardholder to contact the ministry on the INFOline at 1 800 268 1154 Request additional identification if it is suspected that the card holder is not the person to whom the health card was issued You will receive payment for billable services rendered on this day Registrant needs to contact the ministry to maintain coverage into the future Che
5. Periodic oculo visual assessment aged 20 64 Ministry of Community Social Services MCSS Ontario Disability Support Program ODSP Periodic oculo visual assessment aged 20 64 Ministry of Community Social Services MCSS Ontario Works OW Subsequent test low risk patient one site Subsequent test low risk patient two or more sites Bone mineral density measurement high risk patient one site Bone mineral density measurement low risk patient one site Bone mineral density measurement low risk patient two or more sites Bone mineral density measurement high risk patient two or more sites Interactive Voice Response Reference Manual Appendices Ophthalmologists A237 Periodic oculo visual assessment aged 19 and below A239 Periodic oculo visual assessment aged 65 and above Optometrists V404 Periodic oculo visual assessment aged 19 and below V406 Periodic oculo visual assessment aged 65 and above V409 Major eye examination aged 20 64 V450 Periodic oculo visual assessment aged 20 64 MCSS ODSP V451 Periodic oculo visual assessment aged 20 64 MCSS OW Interactive Voice Response Reference Manual Appendices Appendix C Service Response Codes within the permitted time frame Code Response Requirement or Action Explanation 101 No information There is no FSC There is no FSC information available inf
6. area code and brief information relating to the inquiry refer to section Accessing the IVR Help Line IVR OPERATING INSTRUCTIONS Da br Ontario Interactive Voice Response Reference Manual IVR Operating Instructions SECTION 4 IVR OPERATING INSTRUCTIONS NOTE The IVR system must be accessed by telephone only The telephone must be a TOUCH TONE telephone and you will need your Personal Identification Number PIN Verifying a Health Number and or Oculo Visual Bone Mineral Density Measurement Sleep Study Service Date 1 From Metro Toronto call 416 326 6666 otherwise call 1 800 265 6860 2 Enter your 8 digit PIN to access the Main Menu 3 Press 1 from the Main Menu to verify a health number 4 Enter the 10 digit health number 5 Enter the version code if applicable 6 Enter Fee Schedule Code if applicable 7 Press 1 to verify another health number maximum of 5 health numbers 8 Press 7 to exit Accessing the Bulletin Board 1 From Metro Toronto call 416 326 6666 otherwise call 1 800 265 6860 2 Enter your 8 digit PIN 3 Press 4 from the Main Menu to access the Bulletin Board Accessing the Help Line 1 From Metro Toronto call 416 326 6666 otherwise call 1 800 265 6860 2 Enter your 8 digit PIN 3 Press 4 from the Main Menu to access the Bulletin Board 4 1 Interactive Voice Response Reference Manual IVR Operating Instructions Press 3 from the Bulletin Board Menu to access the Help Line Calling
7. Accessing the IVR Bulletin BO ar usina esse 4 11 Accessing the IVR Help Eine een 4 12 VRApplicaton een 4 13 SECTION5 APPENDICES Appendix A Response codesta 5 1 Appendix B Fee Schedule Codes a ae 5 11 AppendixC Service Response GCodes i 5 13 INTRODUCTION Da Dr Ontario Interactive Voice Response Reference Manual Introduction SECTION 1 INTRODUCTION What is IVR Interactive Voice Response IVR is an automated telecommunications system allowing a client to interact with a computer to achieve defined results without human intervention The IVR system has been designed to allow providers to confirm the validity of a health number version code using a touch tone telephone The system will respond with a message appropriate to the information found in the ministry Registered Persons Database RPDB and the Claims History Database CHBD There are two distinct processes involved with the IVR system registration of authorized users and user access to the system A provider must register to access the IVR system by completing the appropriate documentation Once the documentation is received and authorized by the ministry the provider can begin using the system The only equipment required is a touch tone telephone DO NOT access the IVR system with a cellular phone because the data transmitted may be intercepted by others The IVR system is designed to give you a list of options t
8. In The IVR System is accessed by keying the IVR phone number 1 From Metro Toronto call 416 326 6666 otherwise call 1 800 265 6860 The system will respond as follows Welcome to the Ministry of Health IVR system Repeated in French If for any reason the IVR system is down you will hear the following message and the call will be terminated The system is unavailable please try again later Repeated in French Interactive Voice Response Reference Manual IVR Operating Instructions Entering Your Personal Identification Number The system will prompt you to enter your Personal Identification Number PIN Please enter your Personal Identification Number Repeated in French After the 8 digit PIN has been entered the system will validate the PIN and select your language preference English or French on file The call will then proceed in your chosen language Keying Tips If you do not start to enter your PIN within 5 seconds the system will repeat the message Please enter your Personal Identification Number Repeated in French If there is a5 second gap between keyed characters the system will state Incorrect please repeat your Personal Identification Number Repeated in French On a new attempt the PIN must be re entered from the beginning After 3 invalid attempts the call will be terminated a If the PIN is not valid the system will prompt you to try again with the message
9. Notify the fraud line where applicable at 1 800 265 4230 No payment for services bill the cardholder directly Ask the cardholder to contact the local MOHLTC office Health card swipe does not have proper Issuer Identification Card passed validation No action required Request additional identification if it is suspected that the health cardholder is not the person to whom the health card was issued You will receive payment for billable services rendered on this day This indicates a valid health card with current eligibility Health card passed No action required validation Request additional identification if it is suspected that the This indicates a valid health cardholder is not the person to whom the health health card with card was issued current eligibility You will receive payment for billable services rendered on this day 52 Health card passed Advise the cardholder to contact the ministry INFOline validation at 1 800 268 1154 Request additional identification if it is suspected that the cardholder is not the person to whom the health card was issued You will receive payment for billable services rendered on this day Registrant needs to contact the ministry to maintain coverage into the future Holder must contact ministry to ensure continued validity Interactive Voice Response Reference Manual Appendices Provider Action Including Message to Patient 60 Health card passed validation
10. fraud line where applicable 1 800 265 4230 No payment for services bill the cardholder directly Ask the cardholder to contact their local MOHLTC office Patient less than 3 months old Advise parent guardian health number registration is incomplete Infant registration may be in process request supporting evidence of Ontario residency e g parent s health card driver s licence Advise client direct billing may result if registration not completed within 90 days of date of birth No payment will be made for services until registration borns The i is completed registration process 1s incomplete Ask the cardholder to contact their local MOHLTC office Interactive Voice Response Reference Manual Appendices Provider Action Including Message to Patient Not eligible Check for keying errors Confirm health number and version code Confirm cardholder identity Request surrender of health card return it to MOHLTC Notify the fraud line where applicable at 1 800 265 4230 No payment for services bill the cardholder directly Ask the cardholder to contact the local MOHLTC office There is no eligibility for this health number on the ministry database Unknown health card Verify health card appears to be ministry issued health card and not a hospital card Check for keying errors Confirm health number and version code Confirm cardholder identity Request surrender of health card return it to MOHLTC
11. second bullet If you press 3 between 8 00 am and 5 00 pm on regular ministry business days you will be transferred to the Service Support Contact Centre and a Service Desk Agent will assist you update third bullet If you press 3 between 5 00 pm and 8 00 am the system will respond as follows You have reached the Service Support Contact Centre for the Ministry of Health and Long Term Care Agents are not available to take your call If you have a problem with your Health Card Validation System Press 1 now amend page 4 13 IVR Application Flowchart to include Sleep Study and SS Sleep Study Section 5 Appendix A correct page 5 7 code 70 sixth bullet to their local MOHLTC office Last bullet to lower case health number and version code Amendment Record Interactive Voice Response Reference Manual AM ENDM ENT RECORD continued Number Date Description e correct page 5 6 5 8 code 60 75 80 83 fifth bullet to read their local MOHLTC office e correct Page 5 8 code 90 amp 99 last bullet to read Service Support Contact Centre from EDT HCV Technical Help Desk e correct Code 9A 9M bullet from Help Desk Agent to read Service Desk Agent e Amend Appendix Page 5 11 Remove fee codes J690 and J890 e Insert new codes for Sleep Study General Practitioners J689 J889 J896 J696 J897 J697 7895 J695 Spell out acronyms MCSS ODSP MCSS OW
12. was not found on RPDB Pre assigned newborn health number Eligibility does not exist for this health number Unknown card Invalid stripe Card passed validation Card passed validation Card passed validation No response to notice to register Card passed validation Card is expired Card passed validation Card is future dated Card passed validation returned mail indicator on inactive card Inactive card Invalid version code Stolen card Cancelled or voided card Damaged card Lost card Interactive Voice Response Reference Manual Appendix A Response Codes Continued Health Card Validation Response Codes Continued Code 90 99 9A 9B 9C 9D 9E 9F 9G 9H 91 9J 9K 9L 9M Response Information not available System not available Health care provider facility not authorized for HCV Health care provider facility not authorized for HCV Health care provider facility not authorized for HCV Health care provider facility not authorized for HCV Health care provider facility not authorized for HCV Health care provider facility not authorized for HCV Health care provider facility not authorized for HCV Health care provider facility not authorized for HCV Health care provider facility not authorized for HCV Health care provider facility not authorized for HCV Health care provider facility not authorized for HCV Health care provider facility not authorized for HCV Health care provider facility not authorized for HCV
13. CC valid status on ministry Service Desk Agent G database The Group is not a Call 1 800 262 6524 and provide response code to SSCC valid status on ministry Service Desk Agent database Organization Status is Call 1 800 262 6524 and provide response code to SSCC closed or Facility MNI Service Desk Agent not found on ministry database User s Host ID Call 1 800 262 6524 and provide response code to SSCC HECSxxxx does not Service Desk Agent match ministry database 9J IVR PIN is not numeric Provider to re try with correct PIN or is equal to spaces Call 1 800 262 6524 and provide response code to SSCC Service Desk Agent 9K Local User ID is not Call 1 800 262 6524 and provide response code to SSCC alphanumeric or is Service Desk Agent equal to spaces 9L User not Call 1 800 262 6524 and provide response code to SSCC found authorized Service Desk Agent 9M Client of the Network Call 1 800 262 6524 and provide response code to SSCC Provider is not Service Desk Agent authorized Interactive Voice Response Reference Manual Appendices Appendix B Fee Schedule Codes Description General Practitioners A110 Periodic oculo visual assessment aged 19 and below 112 Periodic oculo visual assessment aged 65 and above 115 Major eye examination aged 20 64 J689 Specialized Facility Therapeutic Study J695 Therapeutic Study for Sleep Related Breathing Disorders J897 Repeat Diagnostic Study
14. Interactive Voice Response Reference Manual September 2010 De Dr Ontario Interactive Voice Response Reference Manual Interactive Voice Response Reference Manual All possible measures are exerted to ensure accuracy of the contents of this manual however the manual may contain typographical or printing errors The public is cautioned against complete reliance upon the contents hereof without confirming the accuracy and currency of the information contained herein The Crown in Right of Ontario as represented by the Ministry of Health and Long Term Care assumes no responsibility for any person s use of the material herein or any costs or damages associated with such use Ministry of Health and Long Term Care Registration and Claims Branch September 2010 Amendment Record Interactive Voice Response Reference Manual AMENDMENT RECORD Number Date Description 1 September Amend Cover page 2010 e to visual standards fix date and Table of Contents Section 1 change second paragraph CHBD to Claims History Data Base CHDB change second last bullet point to read Will assist providers to determine when their patient s most recent oculo visual assessment bone mineral density measurement or sleep study was performed according to claims which have been received and approved for payment by the ministry Section 3 change title from Help Desk to Service Support Contact Centre upd
15. ate first sentence to read The ministry has established a Service Support Contact Centre SSCC with a toll free number for user support The SSCC will assist providers in using the health number validation system remove references to Help Desk and replace with Service Support Contact Centre replace EDT HCV Technical Help Desk facility with Service Support Contact Centre add area code to Kingston local number Section 4 amend title to Verifying a Heath Number and or Oculo Visuao Bone Mineral Density Measurement Sleep Study Service Date add Fee Schedule Code J 51 on page 4 7 and put in order add or sleep study to the last sentence Validation Response Codes on page 4 8 add sleep study to title first sentence after density measurement last sentence on page 4 9 should read sleep study performed service response code 203 and Sleep Study DOS amend second last sentence by removing or amp adding sleep study Should read If a DOS is returned to the provider it will always be the DOS for the most recent oculo visual assessment major eye exam bone mineral density measurement or sleep study The five service response codes are as follows change second last bullet to read Bone mineral density measurement performed service response code 202 and bone mineral density measurement DOS add last bullet Sleep Study performed service response code 203 and Sleep Study DOS update page 4 12
16. cement may have been issued Information not available The MOHLTC system may be undergoing maintenance System not available Cannot access the MOHLTC database Check for keying errors Confirm health number and version code Confirm cardholder identity Ask if cardholder has another health card Ask the cardholder to contact their local MOHLTC office Have cardholder complete a Health Number Release form No payment for services on this health number and version code combination Use the health number and version code obtained through the Health Number Release form process to bill for services rendered Check for keying errors Confirm health number and version code Confirm cardholder identity Ask if cardholder has another health card Ask the cardholder to contact their local MOHLTC office Have cardholder complete a Health Number Release form No payment for services on this health number and version code combination Use the health number and version code obtained through the Health Number Release form process to bill for services rendered Try the scan again Use Interactive Voice Response to validate the health card Access IVR Bulletin Board to obtain system maintenance downtime information and periodic status updates Call the Service Support Contact Centre at 1 800 262 6524 and report the problem Try the scan again Use Interactive Voice Response to validate the health card Access IVR Bulletin Boa
17. ck for keying errors Confirm health number and version code Confirm cardholder identity Ask if cardholder has another health card Ask the cardholder to contact their local MOHLTC office Have cardholder complete a Health Number Release form No payment for services on this Health Number and Version Code combination Use the health number and version code obtained through the Health Number Release form process to bill for services rendered Interactive Voice Response Reference Manual Appendices Provider Action Including Message to Patient Incorrect version code Check for keying errors if the cardholder has Confirm health number and version code Confirm cardholder identity Ask if cardholder has another health card Ask the cardholder to contact their local MOHLTC office Have cardholder complete a Health Number Release form No payment for services on this health number and version code combination Use the health number and version code obtained through the Health Number Release form process to bill for services rendered another health card they need to use the other health card Otherwise the cardholder needs to contact the ministry to obtain a new health card Stolen health card Check for keying errors The health card has Confirm number and version code Ask if cardholder has another health card Request additional identification supporting Ontario residency driver s licence cardholder
18. he health number must be re entered from the beginning n After 3 invalid attempts the call will be terminated Interactive Voice Response Reference Manual IVR Operating Instructions Entering the Version Code n After you have entered the health number you will be asked to enter the version code Enter the version code Each alpha character of the version code is represented by 2 numbers A 21 J 51 S 73 B 22 K 52 T 81 C 23 L 53 U 82 D 31 M 61 V 83 E 32 N 62 W 91 F 33 P 71 X 92 G 41 Q 11 Y 93 H 42 R 72 Z 12 If there is no version code then key If there is a one letter version code you will need to key 2 numbers followed by e g Version Code 119 If there is a two letter version code you will need to key 4 numbers e g Version Code JK 5152 Keying Tips If you do not start to enter the version code within 5 seconds the system will repeat the message Enter the version code n If there is a 5 second gap between keyed characters the system will state Please re enter the version code On a new attempt the version code must be re entered from the beginning a After 3 invalid attempts the call will be terminated Interactive Voice Response Reference Manual IVR Operating Instructions Entering the Fee Schedule Code After you have entered the version code you will be asked to enter the fee schedule code Enter the fee schedule code Each alpha character of the fee schedu
19. le code is represented by 2 numbers A 21 J 51 V 83 X 92 e g V401 would be keyed as 83401 If there is no fee schedule code key Keying Tips If you do not start to enter the fee schedule code within 5 seconds the system will repeat the message Enter the fee schedule code If there is a5 second gap between keyed characters the system will state Please re enter the fee schedule code On a new attempt the fee schedule code must be re entered from the beginning After 3 invalid attempts the call will be terminated Interactive Voice Response Reference Manual IVR Operating Instructions Validation Response Codes After you have entered the health number and version code the system will repeat the health number and version code which you entered and provide a response code sex date of birth and first three characters of the last name The message will say health number NNNNNNNNNN version code MM has a code of XX where NNNNNNNNNN Health Number MM Version Code XX Response Code NNNNNNNN Date of Birth M F Sex MMM Surname MNNN Fee Schedule Code FSC NNN Service Response Code NNNNNNNN Date of Service for Oculo Visual Assessment Bone Mineral Density Measurement or Sleep Study Please ensure that the health number and version code repeated to you are those that appear on the health card n Refer to Appendix A Response Codes n Refer to Appendix B Fee Schedule C
20. lp press 3 n To exit press 7 Press 1 to receive information on system availability e g messages relating to planned system downtime 1 Press 3 to access the IVR Help Line 2 Press 7 to exit Keying Tips n If any key other than 1 3 or 7 is pressed you will hear the following message Incorrect option please try again After 3 invalid attempts the call will be terminated Interactive Voice Response Reference Manual IVR Operating Instructions Accessing the IVR Help Line To access the IVR Help Line press 3 from the IVR Bulletin Board menu The system will prompt with the following Please hold your call is being transferred If you press 3 between 8 00 am and 5 00 pm on regular ministry business days you will be transferred to the Service Support Contact Centre and a Service Desk Agent will assist you If you press 3 between 5 00 pm and 8 00 am the system will respond as follows You have reached the Service Support Contact Centre for the Ministry of Health and Long Term Care Agents are not available to take your call If you have a problem with your Health Card Validation System Press 1 now If you press 1 the system will respond as follows You have reached voice messaging for Health Card Validation Please leave your name telephone number and a brief description of your problem Your call will be returned as soon as possible Keying Tips If any key other tha
21. may have recovered the health card but neglected to advise MOHLTC If unable to confirm the photo on the card bill the cardholder directly and notify the fraud line where applicable at 1 800 265 4230 Ask the cardholder to contact their local MOHLTC office Have cardholder complete a Health Number Release form No payment for services on this Health Number and Version Code combination Use the health number and version code obtained through the Health Number Release Form process to bill for services rendered been reported as stolen Card is no longer valid 75 Cancelled health card Check for keying errors Confirm health number and version code Confirm cardholder identity Ask if cardholder has another health card Ask the cardholder to contact their local MOHLTC office Have cardholder complete a Health Number Release form No payment for services on this health number and version code combination Use the health number and version code obtained through the Health Number Release form process to bill for services rendered Health card cancelled by MOHLTC replacement may have been issued Interactive Voice Response Reference Manual Appendices Provider Action Including Message to Patient 99 Damaged health card Health card cancelled by MOHLTC A replacement may have been issued Lost health card The health card has been reported as lost The card is no longer valid A repla
22. n 1 2 or 7 is pressed you will hear the following message Incorrect choice please try again After 3 invalid attempts the call will be terminated Interactive Voice Response Reference Manual IVR Application Flowchart IVR Operating Instructions NOTE FSC FEE SCHEDULE CODE HCV HEALTH CARD VALIDATION td PIN OV OCULO VISUAL ei HEALTH NUMBER 9999999999 VERSION CODE AA FSC A999 MAIN MENU BMD BONE MINERAL DENSITY SS SLEEP STUDY 1 VALIDATION 4 MINISTRY 7 EXIT BULLETIN BOARD Health Provider Number enters Version 1 INFORMATION 3 HELP 7 EXIT Code NONE ON SYSTEM AVAILABILITY FSC NONE IF FEE IF NO FEE SCHEDULE SCHEDULE 1 HELP DESK 2 LEAVE CODE CODE OPERATOR MESSAGE System v v Response HCV Answer HCV Answer FSC Entered Health Number Service Response Code Version Code OV BMD SS Date of Service Response Code 2 REPEAT if one found Date of Birth INFORMATION Gender 3 Letters of Surname gt 1 ANOTHER AFTER COMPLETION AFTER COMPLETION OF ENTRIES FORONE ENTRIES FOR ONE VALIDATION HEALTH NUMBER HEALTH NUMBER 7 EXIT 2 REPEAT 1 ANOTHER 7 EXIT 9 RETURN TO INFORMATION VALIDATION MAIN MENU 9 RETURN TO MAIN MENU APPENDICIES Da de Ontario Interactive Voice Response Reference Manual Appendices SECTION 5 APPENDICES Appendix A Response Codes A response code is a number generated by the ministry mainframe in the HCV process The response code corresponds to a message
23. o choose from and will respond according to your choice When you first use the system you may want to listen to all the prompts until you become familiar with them When you are comfortable with the commands you can speed up your entry by skipping past the prompts and entering the information accordingly The only time you cannot skip ahead is when you are waiting for the IVR system to respond to an inquiry or if there is a problem entering information and the IVR is unable to acknowledge your entry NOTE The IVR system Does not guarantee payment Does not provide corrected or updated health numbers version codes Does not confirm that the health number and version code are correct incorrect at time of service Will assist providers to determine when their patient s most recent oculo visual assessment bone mineral density measurement or sleep study was performed according to claims which have been received and approved for payment by the ministry Must only be accessed by a touch tone telephone When Can IVR be Accessed 24 hours a day 7 days a week There may be periods of planned down time for system maintenance You will be notified of these times on the IVR Bulletin Board PERSONAL IDENTIFICATION NUMBER y br Ontario Interactive Voice Response Reference Manual Personal Identification Number SECTION 2 PERSONAL IDENTIFICATION NUMBER Personal Identification Number When you register for the sys
24. odes Refer to Appendix C Service Response Codes Interactive Voice Response Reference Manual IVR Operating Instructions Oculo Visual Assessment Bone Mineral Density Measurement Sleep Study The IVR system will issue either the Date of Service DOS of an oculo visual assessment major eye exam bone mineral density measurement or sleep study and a service response code or just a service response code This information will be in addition to the validation response code The search of the data source will be based on the HN version code and Fee Schedule Code FSC entered by the provider If a DOS is returned to the provider it will always be the DOS for the most recent oculo visual assessment major eye exam bone mineral density measurement or sleep study The five service response codes are as follows n No FSC information is currently available for this patient service response code 101 FSC entered by provider invalid service response code 102 Oculo visual assessment or major eye exam present service response code 201 and oculo visual assessment major eye exam date of service DOS Bone mineral density measurement performed service response code 202 and bone mineral density measurement DOS Sleep Study performed service response code 203 and Sleep Study DOS Return of Surrendered Health Cards Specific codes refer to Appendix A Response Codes request the voluntary surrender of health cards Please re
25. ormation currently available for this patient available for this patient 102 Invalid FSC The FSC entered by the The FSC entered is invalid provider is not valid retry or hang up DOS Oculo visual assessment An oculo visual The patient has had an amp 201 performed assessment has been oculo visual assessment performed on this patient performed within the within the permitted time prescribed time frame frame DOS Bone mineral density A bone mineral density The patient has had a bone 8202 Measurement performed measurement has been mineral density performed on this patient measurement performed within the permitted time within the prescribed time frame frame DOS Sleep Study performed A sleep study has been The patient has had a sleep amp 203 performed on this patient study performed within the prescribed time frame
26. rd to obtain system maintenance downtime information and periodic status updates Call the Service Support Contact Centre at 1 800 262 6524 and report the problem Interactive Voice Response Reference Manual Appendices Provider Action Including Message to Patient 9A Not authorized for Call 1 800 262 6524 and provide response code to SSCC HCV Service Desk Agent MOHLTC Provider ID is either missing on the input transaction record or is not numeric or not left justified Not authorized Call 1 800 262 6524 and provide response code to SSCC for HCV Service Desk Agent The Facility ID is either missing on the input transaction record or not alphanumeric or not left justified or not 4 characters in length Provider ID does not Call 1 800 262 6524 and provide response code to SSCC match the data Service Desk Agent contained on the ministry s HCV Registration Table Facility ID does not Call 1 800 262 6524 and provide response code to SSCC match the data Service Desk Agent contained on the ministry s HCV Registration Table The MOHLTC User ID Call 1 800 262 6524 and provide response code to SSCC is either missing on the Service Desk Agent input transaction record or is not alphanumeric or not left justified Interactive Voice Response Reference Manual Appendices Provider Action Including Message to Patient 9F Provider is not a Call 1 800 262 6524 and provide response code to SS
27. tem you are provided with a Personal Identification Number PIN by the Ministry of Health and Long Term Care MOHLTC For confidentiality and security purposes this PIN may only be used by you or your designate The registered holder of an active PIN is responsible for all transactions entered on the system using that PIN All transactions are logged to the PIN holder Any misuse of this PIN could result in the termination of your participation in the IVR service SERVICE SUPPORT CONTACT CENTRE Da dr Ontario Interactive Voice Response Reference Manual Service Support Contact Centre SECTION 3 SERVICE SUPPORT CONTACT CENTRE Service Support Contact Centre SSCC The ministry has established a Service Support Contact Centre with a toll free number for user support The SSCC Desk will assist providers in using the health number validation system During regular ministry business days the SSCC facility will be available from 8 00 am 5 00 pm In the Kingston local calling area 613 548 7981 m Other areas of the province 1 800 262 6524 NOTE This number is for the use of health care providers ONLY It must not be issued to patients Patients should direct inquiries to their local ministry office After hours or if all available operators are busy your call will be directed to a voice mail account and you will be asked to leave information relating to the inquiry for example provider number and name phone number
28. that describes the status of a health card NOTE f the user health care provider is not authorized to access health card validation a response code will be returned indicating an unauthorized user Please refer to the following page for a list of Response Codes Along with the health card check and response code a health care provider is also expected to review the health card including the individual s photo date of birth and gender If a discrepancy is apparent additional information and identification should be requested In the event of suspected fraud the health care provider must contact the MOHLTC Fraud Line at 1 800 265 4230 Response Codes Quick Reference The following is an overview of valid response codes n between 0 and 25 indicates the health card is invalid cardholder not eligible n between 50 and 55 indicates a valid health card cardholder is eligible n between 60 and 83 indicates health card is invalid cardholder is eligible n between 90 99 indicates HCV system information n between 9A 9M indicates an unauthorized HCV user n between 100 999 indicates service response codes Interactive Voice Response Reference Manual Appendices Appendix A Response Codes Continued Health Card Validation Response Codes Code 05 10 15 20 25 50 51 52 53 54 55 60 65 70 75 80 83 Response Incorrect health number The HN is not 10 numeric digits Incorrect health number The HN
29. turn surrendered health cards to the Ministry of Health and Long Term Care Verification Services 49 Place d Armes qn Floor Kingston Ontario K7L 5J3 The returned health cards will be investigated and resolved Interactive Voice Response Reference Manual IVR Operating Instructions Verifying Additional Health Numbers At this point you have the option to verify additional health numbers maximum of 5 inquiries per call The system will prompt with the following choices To verify another health number press 1 n To repeat this information press 2 To exit press 7 n To return to the main menu press 9 If you press option 1 you may verify another health number refer to Entering the Health Number to repeat the process 1 Press 7 to exit 2 Press 9 to return to the Main Menu Keying Tips a If any key other than 1 2 7 or 9 is pressed you will hear the following message Incorrect option please try again a After 3 invalid attempts the call will be terminated a A maximum of 5 health numbers may be verified during each call To verify additional health numbers please call again Interactive Voice Response Reference Manual IVR Operating Instructions Accessing the IVR Bulletin Board To access the ministry Bulletin Board from the Main Menu press 4 The system will prompt with the following choices For information on system availability press 1 To access he
Download Pdf Manuals
Related Search