Interactive voice response, or IVR, is a computerized system which automates retrieval and processing of information by phone using touch tone signaling. An IVR allows a participant to select options from a voice menu and otherwise interact with the computer phone system. An IVR plays pre-recorded voice prompts and the caller presses a number on a telephone keypad to select an option – i.e. “press 1 for yes, press 2 for no”. Based on the caller’s selections, an IVR will play pre-recorded informational messages and/or provide participant specific information such as card balance, amount of last claim processed or date of last claim processed.

To use the WageWorks IVR, dial the number supplied to you during your enrollment. The IVR will then ask you to enter information that is specific to you so that it can identify who is calling and provide the correct options and information. The WageWorks IVR will ask you for the last four digits of your social security number* and then for your zip code. If the IVR is not able to identify a unique person, it may also ask you for your date of birth. If this information is sufficient to uniquely identify you, it will then offer a series of options, based on the plan(s) you have. If the IVR is not able to identify you for any reason, general options will be provided but you will not be able to hear information specific to your account. It is important to always enter your information so the correct information is supplied and so that you are routed to the correct Customer Service Agent should you need additional assistance.

* Some participants do not use the last four digits of their social security number. Your employer may use the last four digits of your employee number or some other random 4 digit number.