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A Little Nook for Healthcare Support Staff Blue Cross Hotline Vocal Prompts November 11th, 2008 received an email from Lora about the BC hotline’s vocal prompts: After a few too many hours on hold, I have compiled the following list of BCBS Alpha prefix voice prompts. (It is based on the military and is probably easy to find on the web, but this way was more diverting) If you are calling the prefix hotline for something odd to you, you can skip ahead of the voice recognition software and just say the military code names for the letters. It works very well. In other words, instead of hoping the voice recognition software can distinguish your letters when you say “ZVP”, you could instead use the code names below and say “zulu-victor-papa”. This could be very handy. Code Names: A-lpha B-ravo C-harlie D-elta E-cho F-oxtrot G-olf H-otel I-ndia J-uliette K-ilo L-ima M-ike N-ovember O-scar P-apa Q-uebec R-omeo S-ierra T-ango U-niform V-ictor W-hiskey X-ray Y-ankee Z-ulu Posted in Access , Billing , IV/Precert , Medical Reception | 5 Comments » Get to Know: Champ VA September 20th, 2008 Standard ID Length : Cardholder’s SSN Standard group number length : N/A Billing address : (To be posted) Other Tips: The important thing to remember with ChampVA is that the patient is always the insurance subscriber and the patient’s SSN is always the insurance ID , regardless of who the military personnel was in the family. Leave a comment if you have other good tips for this insurance! Posted in Access , Billing | No Comments » Scripting August 18th, 2008 Knowing the right way to ask questions goes a long way to getting correct, up-to-date information from patients. Here are some tips. Introducing yourself (should be mandatory): Don’t: Hello. What can I do for you? (followed by nothing) Do: Good morning/Hi/Hello. My name is Mary. How can I help you today? Questions are a lot easier to get correct answers to if you ask open-ended questions instead of yes/no questions. Don’t: Do you still live at 11 Happy Lane? Do: What is your mailing address, please? Getting a correct/current phone number is essential for follow up work. Don’t: Is your phone number still 555-1212? Do: What number can we reach you at if we need to get in touch with you after your visit? Insurance information changes, even if the insurance company doesn’t. Aetna HMO may change to Aetna PPO. Therefore, Don’t: Do you still have Aetna for insurance? Do: Do you have insurance we can bill for you today? Let the patient give you the card, and check for yourself. Explain why you want information. Don’t: What is your date of birth? Do: For safety purposes, may I have your date of birth? Co-pays are an agreement between the insurance company and the patient. They are expected at time of service: Don’t: Do you want to pay your co-pay today? Do: How would you like to pay for your $XX co-pay today? Some places aren’t sure how much they should charge, because it’s not listed on the card. If you opt to collect: Co-pay (Optional): I can take your co-pay, if you would like to take care of that today. Getting contacts beyond just next of kin can be important in case of emergencies. Don’t: Is there anyone else you’d like to list on your account? Do: Is there anyone else you would like us to contact if we couldn’t get in touch with your next of kin in a medical emergency? Feel free to share any more ideas you have for similar or other situations. Posted in Access , Medical Reception | No Comments » Get to Know: Blue Cross Federal July 23rd, 2008 Standard ID Length: R + 8 numbers Standard group number length: 3 numbers (ex. 105, 112) Billing address: PO Box 37980, Louisville, KY Distinguishing Cardholders: Primary and secondary cardholders will all have the same insurance ID, without distinguishing suffixes. Other Tips: (Unknown) Leave a comment if you have other good tips for this insurance! Posted in Access , Billing , IV/Precert , Medical Reception | No Comments » Get to Know: Aetna HMO July 16th, 2008 Standard ID Length: 8 alphanumeric characters (mostly alpha) Standard group number length: (Unknown) Billing address: PO Box 981109, El Paso, TX Distinguishing Cardholders: Primary cardholder ID ends with “A”. Secondary cardholder IDs end with “B”, “C”, etc. Other Tips: Trivia: Aetna does not use the letters “I” and “O” so that they will not be confused with the numbers “1” and “0”. Leave a comment if you have other good tips for this insurance! Posted in Access , Billing , IV/Precert , Medical Reception | 1 Comment » Get To Know: Aetna PPO/POS June 5th, 2008 Standard ID Length: W + 9 numbers Standard group number length: 14 numbers Billing address: PO Box 981109, El Paso, TX Distinguishing Cardholders: Primary cardholder ID ends with “01”. Secondary cardholder IDs end with “02”, “03”, etc. Other Tips: (See Card) Leave a comment if you have other good tips for this insurance! Posted in Access , Billing , IV/Precert , Medical Reception | No Comments » Blue Cross Prefix List – Non-Verified May 15th, 2008 These prefixes have not been verified with a call to the Blue Card hotline, however many have been used for years without any billing errors. (Alternately, View the list of verified prefixes. ) AAL Virginia ABA Illinois ABL Illinois ABM Alabama ACN Pennsylvania ACQ Georgia ADD Ohio AEJ New Jersey AEP Maryland AHO Tennessee AHU Maryland AHX New Jersey ANB Indiana ANT Indiana AON Illinois APM Pennsylvania ASZ New York ATI Alabama ATT New Jersey AVB Maryland AWE California AWR Pennsylvania AWT Ohio AWY New York AYM Pennsylvania AYR Pennsylvania AZO Illinois AZP Maryland BBH Georgia BBX New Jersey BCB Illinois BCP Pennsylvania BCZ Pennsylvania BET Pennsylvania BFA Kansas BFC Ohio BKA Georgia BKD Georgia BKI California BNX Ohio BOA So Carolina BPT Connecticut BQA Connecticut BSE Texas BSH Florida BSO Alabama BVS Pennsylvania CAA So Carolina CAN Pennsylvania CCU Connecticut CCX New York CFM Massachusetts CGO Illinois CPE So Carolina CPR California CQM Pennsylvania CRB Minnesota CRT Nebraska CTP Connecticut CUE Ohio CUZ Indiana CVV California CWG Ohio CWS Vermont CXB Maryland CYC Illinois DCI Alabama DCM Pennsylvania DFC Texas DFH California DIA Texas DLX Illinois DMA Illinois DNB New Jersey DNC New York DSM Massachusetts DTP Ohio DUK North Carolina DVN New York DYC So Carolina DZA Indiana EAL Kentucky EAT Texas ECC Tennessee EDC New York EDS Michigan EEL Virginia ELP Minnesota ELY Indiana EMA Illinois EMR Alabama EON California ERM Mass EXR New York FBO Minnesota FCR Illinois FMR Michigan FNL Minnesota FPC So Carolina FSG Illinois FSP Michigan FXM Pennsylvania GAC Illinois GBH Illinois GEE California GGG New York GHM Michigan GIB Kansas GIR Pennsylvania GKN Massachusetts GLP New York GMI Minnesota GMP Colorado GPU Pennsylvania GTP Alabama GZF Alabama HBF New Jersey HBT Texas HCN Maine HDV New Jersey HED New Jersey HHI Illinois HHR Virginia HHY Minnesota HJM New Jersey HJN New Jersey HKN Maryland HLS Alabama HRH Virginia HTK Tennessee HVE Alabama HWE New Jersey IBM New York IBQ Pennsylvania IBT Illinois ICS Kansas IDE California IEM New York IFI Georgia IHP Maryland ILT Illinois IMY Georgia INA New York INB Georgia INC California IPB New York ISF Illinois ISU So Carolina IUS So Carolina IVO So Carolina IWW Illinois JET Texas JFC Ilinois JGH New Jersey KBC Kansas KCL Georgia KCP Oregon KCT Oregon KDM Massachusetts KHE New York KLN Michigan KMT Michigan KSP Michigan LBI New York LCR California LFG Virginia LFS Kansas LKE California LPM Pennsylvania LSA California LTI Massachusetts MAK California MBA Delaware MBW Georgia MCA Pennsylvania MCD Illinois MCN New York MDC Minnesota MDL Illinois MEJ Maryland MEN Maine MEP Maine MFO Illinois MGA Alabama MII Alabama MKA California MKU Wash (Premera) MKY New Jersey MLC New York MLM Pennsylvania MLQ Minnesota MMM Minnesota MPZ New York MRT Illinois MSL Missouri MSP New York MSR Michigan MTC Virginia MVP Virginia MWV Connecticut NBF Connecticut NBJ New Jersey (Horizon) NBS Massachusetts NCF Calif...