Changes Coming to Call Center Phone Menus

Oct 07, 2026

Starting on October 12, 2026, when the MIHMS upgrade goes live, we are also changing how callers interact with and experience Provider Services and Member Services call center phone menus, known as Interactive Voice Response (IVR). With the goal of increasing caller satisfaction, these changes will provide a modernized IVR experience with streamlined navigation, clearer call flows, and improved overall caller efficiency.    

Intelligent Contact Center - Gabby 

• A virtual assistant, called Gabby, will replace traditional phone menus by listening to what callers say to resolve simple inquiries. 
• When unable to resolve an inquiry, Gabby will pass the call reason and context to a live agent. 
• Gabby can answer common provider questions 24/7, with information such as: 
  • Verifying member eligibility 
  • More ways to search for claims information 
  • More detailed provider enrollment status 
  • Providing the five most recent payments 
  • Prior authorization information 
  • Library of FAQs to assist callers with common questions 

Feature	Today's IVR	Gabby
How It Works	Press-based phone tree the caller navigates before reaching an agent	Conversational, natural language, Gabby navigates directly to the right agent
Customer Experience	"Press 1 for claims…"	Gabby asks “I’m here to help – what are you calling about?”
Navigation	Multi-level menus	Flexible, understands caller intent
Support Hours	Business hours	More information is accessible 24/7, live agents available during business hours

 

For all information about the upcoming changes to MIHMS, see the “HealthPAS Online Portal” section of the Provider Resources page. For any questions regarding what to expect with the MIHMS upgrade, please contact Provider Services at 1-866-690-5585.