2021-09: Call Center Member ID Verification Changes

Date: 03/09/21

When calling us, the acceptable forms of identity verification have changed.

Any time a member or provider calls us, we verify their identity with at least three pieces of information to protect private health information, in compliance with HIPAA requirements.

Due to guidance from the Louisiana Department of Health, we can no longer accept Social Security Number or Medicaid ID Number for identity verification. When verifying a member’s identity, we must confirm at least two of the following pieces of information -- in addition to the member’s full name -- before discussing protected health information: address, phone number and/or date of birth. The last four digits of the Social Security Number or Medicaid ID Number can no longer be used for identity verification.

We apologize for any inconvenience this may cause and appreciate your understanding.