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Information You Need When Calling

When calling Customer Support, be prepared to provide all pertinent information related to your inquiry at the beginning of the call, including

  • National Provider Identifier (NPI)
  • Provider Transaction Access Number (PTAN)
  • Last 5 digits of your Tax ID
  • The beneficiary's Medicare Beneficiary Identifier (MBI), date of birth (DOB), and date of service (DOS)

Also, take note of the following tips:

  • Use the MBI Converter Tool to assist with entering your MBI on the keypad. This helps our representatives to best serve you.
  • The CTI User GuidePDF will walk you through the questions that customer support representatives (CSRs) will ask initially.
  • All required information is on your remittance advice. CSRs may not be able to assist you without this information.
  • Before calling, check all available online resources for answers to your questions. In many cases, the information you need is available 24/7 on the myCGS web portal or IVR system.

Attention: Beginning March 1, 2024, claim- and eligibility-specific calls to the Provider Contact Center (PCC) must be authenticated through the Computer Telephone Integration (CTI) systemPDF. CSRs will no longer authenticate information verbally over the phone. We will transfer callers back to the CTI line for authentication.

Medicare beneficiaries and their representatives should call 1.800.MEDICARE (1.800.633.4227) or visit Medicare.govExternal Website for all questions about Medicare.

Customer Service Representatives can assist with

  • Claim denial explanations
  • General Medicare coverage information
  • Explanations of terminology in the Supplier Manual
  • Other complex issues
  • myCGS log in and recertification

Customer Service Representatives are not able to

  • Provide claim status and beneficiary eligibility
    • Call the Interactive Voice Response (IVR) at 866.238.9650
  • Provide other information available through the IVR
  • Grant preauthorization of beneficiary entitlement for specific DMEPOS
  • Adjust a claim
  • Answer questions about supplier enrollment or updating or evaluating supplier credentials
    • 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
    • Call CEDI at 866.311.9184
  • Answer questions from beneficiaries or their representatives
    • Call 1.800.MEDICARE (800.633.4227)

Related Information

Related Education

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