Carrier - Customer Service

 

 

Hours of Availability

Monday – Friday      6:00 a.m. – 7:00 p.m. Eastern Standard Time (EST) *

Saturday                    7:00 a.m. – 3:00 p.m. Eastern Standard Time (EST) *

 

*These hours represent the general hours of availability for access to all menu options.  The IVR is available 24 hours a day, seven (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 Interactive Voice Response or IVR.  As a result, National Government Services, Inc. has developed an IVR that will assist you in answering a number of your 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 patient eligibility, claim status, deductibles, check information, and some general information.  Our Customer Care Representatives continue to be available to serve you and to provide you with the time and attention on your more complex inquiries.

The IVR is maintained on a separate line from our Customer Care Representatives and is available beyond the normal call center hours.  As a result, you have greater access to the information you need when you need it.

Please note:  Based on CMS requirements, if you call a Customer Care Representative with a question that can be handled by the IVR, you will be referred back to the IVR.

Part B IVR User Guide

Part B IVR Navigation

Part B Touch-Tone Card/Eligibility Checklist

Currently the application is available only in English.