Customer Service: 866.270.4909
Hearing Impaired: 888.204.3771
In addition to telephone services, suppliers may also send written inquiries to the DME MAC Written Correspondence team. Suppliers may submit written inquiries to the DME MAC via mail, fax (615.782.4624), or email. When writing, please state your question or concern as clearly as possible including all pertinent information, i.e., NPI number, PTAN, and, if appropriate, the beneficiary's name, HICN, and date of service (note that email inquiries must not contain sensitive personal information). This will allow us to respond more specifically to the inquiry. You must also include your name and phone number. After the correspondence is received by the DME MAC, a Written Correspondent will respond to the inquiry within 45 business days.
Written Correspondence may be sent to:
PO Box 20010
Nashville, TN 37202
When calling Customer Service, you will initially speak to a Tier 1 CSR. Tier 1 CSRs are capable of handling most supplier inquiries. In some cases, Tier 1 CSRs may need to transfer the call to a Tier 2 CSR (also known as the Help Desk). If a callback is required, a Tier 2 CSR will return your call within 10 business days.
If you have a complex inquiry that goes above and beyond the normal scope of a Tier 1 or Tier 2 CSR, the inquiry will be forwarded to the third level of Customer Service, the Provider Relations Research Specialist (PRRS) team. The PRRS will research the inquiry and respond either by phone or by mail within 45 business days.
Please note that the contact center is closed for staff training on the first Thursday of every month from 8:30 am to 12:30 pm Central Time (except for weeks in which there is a federal holiday closing). The contact center may also close to observe other Federal holidays. A ListServ message will be sent out informing you of additional closings or changes in availability. If you are not signed up to receive Listserv notifications, please sign up here.
Medicare beneficiaries and their representatives should contact 1.800.MEDICARE (1.800.633.4227) for all of their questions about Medicare. 1.800.MEDICARE is available to assist beneficiaries 24 hours a day, 7 days a week. For questions specific to DME MAC, beneficiaries should ask for "Medical Supplies" or visit the Medicare.gov website.