Enhanced call center experience coming soon to better support providers
Geisinger Health Plan is introducing a new, more conversational interactive voice response (IVR) system so you can get information quickly, accurately and efficiently.
This enhanced experience will go live in early spring.
A smarter, more streamlined way to get answers
Our upgraded IVR is designed to guide you through a simplified, natural conversation. Early in the call, the system will request:
- Identity verification to ensure HIPAA‑compliant access to member and claim information.
- The reason for your call so we can immediately direct you to the most knowledgeable team or the most efficient self‑service resource.
By collecting this information up front, the new system reduces repeat questions and routes calls more accurately.
New self‑service provider tools
The enhanced IVR offers secure automated options for common, high‑volume inquiries, including:
- Eligibility verification
- Benefit information
- Claims status checks
These self‑service features allow your team to quickly retrieve essential information without waiting for a live representative, moving your workflows along smoothly.
Live support is always available
At any point during the call, you can say “representative” to speak with a Customer Care team member.
However, completing identity verification and stating your call reason first allows us to route you directly to the appropriate team. This reduces unnecessary transfers and gets you to the right support the first time.
Why this matters
This enhanced call center experience is designed specifically to support provider needs by:
- Improving accuracy in call routing
- Streamlining access to commonly requested information
- Minimizing back‑and‑forth for your staff
- Strengthening security through early identity validation
Modernizing our provider support experience is key to improving every interaction with your practice. We think you’ll enjoy a more efficient, more secure and more intuitive call experience.
