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 form.
- 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 |