What Do I Need to Know About AVR PINs?

Providers are given an account PIN to access the Automated Voice Response (AVR) system. If you are a trading partner, this option is not available to you and your organization. The provider’s Organization Administrator can reset the PIN for the organization online or change it using the AVR system.

The welcome package that is mailed to the provider contains the first PIN information needed for AVR system access.

First PINs and one-time PINs must be changed when the provider uses them to access the AVR system for the first time. If the PIN is not changed within thirty (30) days, the account is deactivated.

Changing a PIN

If you are a provider who uses the AVR system, the PIN must be changed:

Every time your PIN expires.
When you are using a one-time-use PIN.
When you have chosen to change it.

Normally, users in a provider organization should contact their Organization Administrator if the PIN must be changed. The Organization Administrator will change the PIN and inform the users of the new PIN. If the Organization Administrator is not available, following policies established for the organization, you can request a new PIN using the AVR or by calling Provider Relations and one will be mailed to the provider. You must know the provider's Medicaid ID and Social Security number or tax ID."

Resetting a PIN

Users in a provider organization contact their Organization Administrator when they forget their PIN or their AVR account is locked. Organization Administrators have the option to change their PIN through the AVR system using the Change PIN option on the AVR menu or after they have logged into the New Hampshire MMIS Health Enterprise Portal using the Reset AVR PIN option on the Manage Users menu.

If the Organization Administrator is not available, following policies established for the organization, you can request a new PIN using the AVR or by calling Provider Relations and one will be mailed to the provider. You must know the provider's Medicaid ID and Social Security number or tax ID."

When does an invalid AVR PIN lock my account?

Your account is locked when you tried to log in consecutive times in a row into the AVR with invalid PINs. You also received a voice message that your PIN was incorrect. The locking of your account occurs after several failed attempts. This is normally set at three failed attempts.

How can I unlock my AVR PIN account?

You have two ways in which you can unlock your AVR PIN. They are:

Through the AVR

If you reset your PIN using the AVR, select the option to request a new PIN after listening to the AVR prompts. You are automatically prompted by the AVR to enter your Provider Medicaid ID and Tax ID (or SSN). A one-time PIN will be mailed to the provider.
Through your Organization Administrator

You can also request your Organization Administrator to reset your AVR PIN. After the Organization Administrator has reset your AVR PIN using the New Hampshire MMIS Health Enterprise Portal, you are required to use a new one-time PIN the next time you log into the AVR.

Tip: This is the recommended method because there is no waiting for a letter to be mailed to the provider as there is after a user requests a new PIN using the AVR menu.

Before changing your PIN, choose one that follows these rules:

Must be a 6-digit number and no more than 15 digits in length.
Cannot be a six consecutive equal number (like 333333).
Must be different from the last 5 PINs used.