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Before You Call

CGS provides a variety of self-service tools designed to help you find the information you need without having to call Customer Support. Before calling, ensure that you have explored the following resources.

DME myCGS
This secure online portal directly connects you with all your Medicare claim transactions and provides claim status, patient eligibility, Medicare Secondary Payer details, and specific processing and payment information, among others. Using myCGS eliminates the need to call Customer Support, saving you valuable time and money. Register today!

Interactive Voice Response (IVR) – 866.238.9650
The IVR is an automated telephone system that provides much of the same information available through myCGS. The IVR requires you to enter specific information using your telephone keypad. View the IVR script and IVR User GuidePDF for more details.

Medicare Beneficiary Identifier (MBI) and Name to Number Converter Tool
Use this tool to convert the patient's MBI and name to the corresponding numbers on your telephone keypad. This information will be extremely helpful when using the IVR.

Your Medicare Remittance Notice (MRN)
The MRN contains valuable information on how your claim processed and what determined the payment amount you received.

CGS Wizard
Enter the 14-digit Claim Control Number (CCN) to easily view claim denial information and helpful education on specific claims. A user ID and password are not required since the tool does not provide any protected health information (PHI).

Claim Denial Resolution Tool
This tool is an excellent resource to understand why your claim may have denied and what you need to do to correct it for payment consideration.

Local Coverage Determination (LCD)
Review the LCD that applies to your claim.

Supplier Manual
The online Supplier Manual outlines general questions about DME claims submission and processing. This is an up-to-date instruction that provides answers to general Medicare questions.


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