If you are a provider that accepts Cigna commercial plans and uses IVR to check member benefits, eligibility etc., then this blog post is for you!

According to Cigna- in order to reduce wait times, ensure that the representatives are available for legitimate calls, and ensure that the patient information is protected there will be new steps to the IVR system.

The following changes are:

• Enter a tax identification number (TIN), or
• Select the reason for the call (such as benefits, claims, or network participation), or
• Enter a member ID.

If the caller is unable to provide all of the required information then the call will be disconnected- new step.

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