Interactive Voice Response (IVR)
To use the IVR, call 877.299.7900.
What is the IVR?
The Interactive Voice Response (IVR) will provide you information virtually over the phone.
The IVR offers:
- Claim status
- Pending claims
- Redetermination status
- Beneficiary eligibility
- Certificate of medical necessity (CMN) status for same or similar equipment inquiries
- Skilled nursing facility (SNF)/inpatient hospital stay information
- Hospice information
- Home Health Information
- Diabetic supply claims
- Diabetic shoe claims
- Pricing
- Outstanding checks
- The last 5 checks issued
- Offset status
- Other general information, such as customer support hours of operation
- Our customer support representatives are available at 866.590.6727 Monday - Friday from 7 am - 4 pm CT for inquiries that cannot be handled through the IVR.
Note: To protect beneficiaries from Medicare fraud, CGS will disable beneficiary eligibility information on February 28, 2025, at 5 pm CT (6 pm ET).
To see the IVR flow and learn more, check our the IVR User Guide Flowchart!
When is the IVR available?
The IVR is available 24/7, with the exception of system upgrades or routine maintenance. The IVR menu options that require system access are available Monday - Friday 6 am - 9 pm and Saturday 6 am - 4 pm CT. (Please note that some options that access the Common Working Files may have shorter availability).
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