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About the Customer Support Department

When calling Customer Support (866.590.6727), you will initially speak to a Tier 1 customer support representative (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. 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 Support, 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.

Customer Support Representatives are able to:

  • Clarify the denial reason associated with a claim.
  • Provide general information regarding Medicare coverage.
  • Explain terminology and information published in the Supplier Manual.
  • Assist with other complex issues.

Customer Support Representatives are not able to:

  • Provide claim status, beneficiary eligibility, or other information which is available through the IVR.
  • Give preauthorization of beneficiary entitlement for specific DME.
  • Adjust a claim, unless the claim was processed incorrectly by the contractor.
  • Answer questions about supplier enrollment.
    • Please call the National Supplier Clearinghouse at 866.238.9652.
  • Answer questions about electronic billing software or claims that have not been received in our claim processing system.
    • Please call Common Electronic Data Interchange (CEDI) at 866.311.9184.
  • Answer inquiries from beneficiaries or their representatives.
    • Please call 1.800.MEDICARE (800.633.4227) or visit Medicare.govExternal Website.

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