About the Customer Support Department
When you call Customer Support at 866-590-672, you'll first speak with a Tier 1 customer support representative (CSR). Tier 1 CSRs can handle most supplier inquiries. In some cases, Tier 1 CSRs may need to transfer the call to a Tier 2 CSR. If a callback is needed, a Tier 2 CSR will call you back within 10 business days.
If your question is more complex than what a Tier 1 or Tier 2 Customer Support Representative can handle, we'll send it to our third level of Customer Support, the Provider Relations Research Specialist (PRRS) team. The PRRS will research the inquiry and get back to you by phone or by mail within 45 business days.
Customer Support Representatives can help with:
- Explaining why a claim denied.
- Giving general information about what Medicare covers.
- Explain terminology and information found in the Supplier Manual.
- Help with other complex issues.
Customer Support Representatives cannot:
- Give claim status.
- Call the Interactive Voice Response (IVR).
- Provide beneficiary eligibility information.
- Check eligibility using:
- myCGS DME Web Portal (secure online web portal)
- Billing agencies, clearinghouses, software vendors
- HIPAA Eligibility Transaction System (HETS)

- Check eligibility using:
- Give preauthorization of beneficiary entitlement for specific DME.
- Adjust a claim, unless the claim was processed incorrectly by the contractor.
- Request a reopening.
- Answer questions about supplier enrollment or updating or evaluating supplier credentials
- Call the National Provider Enrollment Contractor (NPE)
- NPE East (Novitas Solutions, Inc.)
– East of the Mississippi River: 866-520-5193 - NPE West (Palmetto GBA)
– West of the Mississippi River: 866-238-9652
- NPE East (Novitas Solutions, Inc.)
- Call the National Provider Enrollment Contractor (NPE)
- Answer questions about electronic billing software or claims that have not been received in our claim processing system.
- Call Common Electronic Data Interchange (CEDI) Contractor
at 866-311-9184.
- Call Common Electronic Data Interchange (CEDI) Contractor
- Answer inquiries from beneficiaries or their representatives.
- Call 1.800.MEDICARE (800-633-4227) or visit Medicare.gov
.
- Call 1.800.MEDICARE (800-633-4227) or visit Medicare.gov
Related Information |
Related Education |
Updated: 11.18.2025

