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New LTC Claims Inquiry Self-Service Options Available May 9, 2025, and May 22, 2025

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The Texas Medicaid & Healthcare Partnership (TMHP) is implementing new self-service options for long-term care (LTC) provider claims inquiries. Additional call menu options will be added to the LTC Help Desk’s Interactive Voice Response (IVR) system beginning May 9, 2025. New dialogue prompts will also be available in Elsie, TMHP’s virtual assistant, beginning May 22, 2025.

These enhancements will allow users to retrieve real-time claim status information without having to speak with an LTC help desk customer service representative.

The new self-service tools will offer providers the following benefits:

  • Simplified process: Callers and Elsie users will have a streamlined path for claims status inquiries.
  • Reduced call times: Callers will not need to wait on hold or be transferred between departments.
  • After-hours access: Providers can access claims information outside of normal call center hours (7 a.m. to 7 p.m. Central time).

Note: Live representatives will remain available during normal call center hours to assist with claims inquiries and other support services, including medical necessity verification, LTC Online Portal assessments, and general assistance. To speak with a representative or use the IVR system, call the LTC Help Desk at 800-626-4117 (select option 1).

For more information about Elsie, watch this video. To use Elsie, visit the TMHP website and look for the chat box in the bottom-right corner.