August 2001 Trust Talk

Phone Changes

New TTY/IVR Updates

In mid-July, after completing extensive testing, we made some revisions to our phone system to make it more user-friendly. Thank you for your patience during the testing and installation.

Responding to your requests, we’ve made using the 24-hour automated system (Interactive Voice Response System, or IVR) optional. Any caller may go directly to customer service (or the customer service voicemail if the rep is not available) by pressing “0.” To help speed your call, enter your Social Security number when prompted; you’ll still be able to select customer service afterward by pressing “0.” Additionally, the IVR is still available to help members with answers to frequently asked questions and basic eligibility and coverage information, and we encourage its use so that our rep can focus on your complex problems. See the quick reference chart to help speed you through the IVR.

The IVR system may also be used to request dental or life forms via fax, and to request these same forms and newsletters or benefits packets via mail. The phone number has NOT changed: it remains 614-508-2255 in Columbus or 800-228-5088.

Please notice that we now have a TTY line connected to the IVR portion of our system only. We currently don’t have equipment for our rep, but as before, a relay can be set up if hearing-impaired members don’t find the assistance they need via the IVR or online.