MedicaidAdministrativeLow impact
BT202331: IHCP introduces a new provider self-service IVR system called GABBY
Indiana Medicaid (IHCP)·IN·Provider Bulletin
Effective date
May 1, 2023
We identified it
Jun 19, 2026
Summary
IHCP (Indiana Health Coverage Programs) is introducing GABBY, a new AI-powered virtual assistant that will replace the current phone system for provider inquiries. Providers will continue calling 800-457-4584 and selecting option 2, but will now interact with an AI agent for eligibility verification, claim status, prior authorizations, and other routine inquiries.
Action Required
By early May 2023: Inform staff that when calling IHCP Customer Assistance at 800-457-4584, they should select option 2 to reach GABBY, the new AI assistant. Train staff to speak naturally when requesting information (e.g., 'I'd like to check a member's eligibility' or 'I have a question about a prior authorization'). No system changes required - this is only a phone interface update.