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September 2014

CAREN retiring soon, to be replaced by improved IVR system called PARS

A new and enhanced interactive voice response system called the Provider Automated Response System, also known as PARS, is replacing CAREN.

We’re transitioning to PARS in phases:

  • On Sept. 15, 2014, the vision and hearing lines of business will move to PARS.
  • On Sept. 23, 2014, professional, facility, BCN and Medicare Advantage will move to PARS.
  • The Federal Employee Program® will move to PARS during the first quarter of 2015. We’ll notify you of the date as we get closer to the transition.

All phone numbers will remain the same and the format of the calls will be very similar, although you will hear a new “voice.” And some categories will have different names; for example, OB/GYN will become “Women’s Health.”

PARS features many enhancements to improve your experience, including:

  • Speech recognition
  • Improved process for collecting and associating email addresses with your fax number. If you already set up your email address, it will carry over to PARS.
  • An improved format for fax and email documents (Please note that BCN does not have the fax and email options.)
  • Multiple Inquiry Routing Selection — if you request a transfer after multiple inquiries on the IVR, you can select the specific contract you want to transfer to for accurate routing.

The new PARS software is considered best in class for speech recognition but will require testing to make sure it’s working at the highest level. After PARS is implemented, we will conduct two tunings. Each tuning will assess actual calls to determine if any adjustments need to be made. Based on the assessment, the speech recognition software may be adjusted.

Updated PARS “Navigating with Ease” brochures are available on web-DENIS.  To access them:

  • From the web-DENIS homepage, click on BCBSM Provider Publications and Resources.
  • Click on Newsletters & Resources.
  • Click on Provider Training.
  • Go to the “Job Aids, FAQs, Tips, Q&A documents, brochures and flyers” section of the page.

If you have any questions or feedback about PARS, contact us at PIBS@bcbsm.com.

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