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Jurisdiction B Durable Medical Equipment
Medicare Administrative Contractor (DME MAC)
Interactive Voice Response (IVR) Application
IVR: 877-299-7900
Customer Care Contact Center: 866-590-6727
Hours of Availability:
Monday – Friday 6:00 AM – 7:00 PM EST *
Saturday 6:00 AM – 3:00 PM EST *
*These hours represent the general hours of availability for access to all menu options. The IVR is available 24 hours a day, 7 days a week. Menu options that require system access (e.g., CWF) are limited to that systems availability.
The Centers for Medicare & Medicaid Services (CMS) requires that Medicare contractors offer self-service options to their providers for general inquiries. CMS also requires providers to utilize those self-service options such as the IVR application. As a result, National Government Services has developed a new IVR application that will assist providers in answering a number of general questions. The IVR uses natural language and text-to-speech technology that responds to your voice. Touch-tone is also available throughout the application, as needed.
Providers can obtain information such as claim status, patient eligibility, Certificate of Medical Necessity (CMN) status information, pricing and appeals information, as well as some general information. Our Customer Care Representatives continue to be available to serve the provider community with more complex inquiries.
The IVR is maintained on a separate line from our Customer Care Representatives and is available beyond the normal hours of operation of the Customer Care Contact Center. As a result, providers have greater access to the information that is needed.
Please note: Based on the CMS requirements, if a provider contacts a Customer Care Representative with a question that can be handled by the IVR, the provider will be referred back to the IVR.
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