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Telephone Reopenings Checklist

Due to an increase in calls for Re-Opening statuses on claims, CGS would like to provide a comprehensive checklist to review PRIOR to calling the Customer Service Department. Please review the below items and verify all time frames and requirements have been met before contacting the customer service.

  • Verify that you have uploaded the reopening formPDF.
  • If the document was mailed:  Confirm it was sent to the correct mailing address:
    • CGS P.O. Box 20018 Nashville, TN, 37202

IF:

THEN:

The document was uploaded to the myCGS portal and you did receive a confirmation email from CGS with a submission ID

Allow 70 days for processing

The document was mailed

Allow 80 days for processing

After the above items have been determined, please use the following guidelines prior to calling customer service:

IF:

THEN:

You have not received a letter of determination from Re-Openings after the allotted time frame

Call the Part B IVR for status at 866.290.4036 or check the myCGS portal to verify completion

NOTE:  The portal will not give the actual decision, only that the re-opening has been completed.  After verification you will need to call the IVR for status

You have checked the IVR for status and no information is available after the allotted time frame

Contact the Customer Service Department at 866.276.9558 for Part B and please have your NPI, PTAN, and last 5 digits of your TIN available for verification

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