Required Use of Self-Service Tools Expands to FEP

Highmark is expanding the required use of self-service tools for questions related to claim status and claim investigation to include Federal Employee Program (FEP) members, effective November 13, 2023.

federal EmployThe inclusion of FEP is the next phase of the rollout which began in July with Commercial and Medicare Advantage members.

The use of self-service tools for claim status and claim investigation will help reduce call wait times and allow you to speak more quickly to a live provider representative for information that cannot be self-serviced.

Self-Service Tools

Highmark’s Provider Call Center will direct providers to our self-service tools when seeking information regarding claim status and claim investigation for FEP member claims. The self-service tools are available by logging into NaviNet® and/or Availity®* — or by using our Interactive Voice Response (IVR) system.

These tools are the preferred way to get quick answers for many needs including claim status and claim investigation.

We have detailed information on how to use these self-service tools along with training resources in our Special Bulletin.

*This does not apply to our NY and SEPA regions at this time.

*Starting October 22, 2023, for many providers including those who currently use Availity for other payers or newly contracted with Highmark. There is a special section on Availity in the left-hand menu of the Provider Resource Center.