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Interactive Voice Response (IVR)

To use the IVR, call 866.238.9650.

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 866.270.4909 Monday - Friday from 7 am - 5 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 FlowchartPDF!

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).

Related Information

Related Education

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