Wis. ForwardHealth Online Handbook, Hospice, Topic #257

WiCall is an AVR (Automated Voice Response) system that allows providers with phones direct access to enrollment

information.

Information from WiCall will be returned in the following order if applicable to the member's current enrollment:

• Transaction number: A number will be given as a transaction confirmation that providers should keep for their records.

• Benefit enrollment: All benefit plans the member is enrolled in on the DOS (date of service) or within the DOS range

selected for the financial payer.

• County code: The member's county code will be provided if available. The county code is a two-digit code between 01

and 72 that represents the county in which member resides. If the enrollment response reflects that the member resides in a

designated HPSA (Health Personnel Shortage Area) on the DOS or within the DOS range selected, HPSA information will

be given.

• MCO (managed care organization): All information about state-contracted MCO enrollment, including MCO names and

telephone numbers, that exists on the DOS or within the DOS range selected will be listed. This information is applicable to

Medicaid and BadgerCare Plus members only.

• Hospice: If the member is enrolled in the hospice benefit on the DOS or within the DOS range that the provider selected,

the hospice information will be given. This information is applicable to Medicaid and BadgerCare Plus members only.

• Lock-in: Information about the Pharmacy Services Lock-In Program that exists on the DOS or within the DOS range

selected will be provided. This information is applicable to Medicaid, BadgerCare Plus, and SeniorCare members only.

• Medicare: All information about Medicare coverage, including type of coverage and Medicare member ID, if available, that

exists on the DOS or within the DOS range selected will be listed.

• Commercial health insurance coverage: All information about commercial coverage, including carrier names and telephone

numbers, if available, that exists on the DOS or within the DOS range selected will be listed.

• Transaction completed: After the member's enrollment information has been given using the financial payer that was

selected, providers will be given the following options to:

» Hear the information again.

» Request enrollment information for the same member using a different financial payer.

» Hear another member's enrollment information using the same financial payer.

» Hear another member's enrollment information using a different financial payer.

» Return to the main menu.

WiCall is available 24 hours a day, seven days a week. If for some reason the system is unavailable, providers may call Provider

Services.

Transaction Number

The AVR system issues a transaction number every time a provider verifies enrollment, even when an individual is not enrolled in

BadgerCare Plus or Wisconsin Medicaid. The provider should retain this transaction number. It is proof that an inquiry was made

about the member's enrollment. If a provider thinks a claim was denied in error, the provider can reference the transaction number

to ForwardHealth to confirm the enrollment response that was actually given.