Phone / Fax
- Providers are required to use CTI technology to authenticate when calling the Provider Contact Center. Exceptions will be made if you experience technical difficulties. CTI User Guide and Steps in Using the CTI System are available below.
- Providers are required to use self-service technology, such as the Interactive Voice Response (IVR) system or the myCGS web portal to access claim status and beneficiary eligibility information. Customer Service Representatives (CSRs) will refer providers to these resources when calling for claims status or eligibility information. Exceptions will be made if your experience technical difficulties.
- Interactive Voice Response (IVR) User Guide
1.866.289.6501 (You will need your facility's NPI, PTAN and the last 5 digits of the provider TIN) - Medicare Beneficiary Identifier (MBI) and Name to Number Converter (converts letters to numbers for easy entry using your telephone keypad)
- myCGS Web Portal
myCGS User Manual: Claims
myCGS User Manual: Eligibility
Before calling to speak with a Customer Service Representative (CSR) in the Provider Contact Center (PCC), consider using the Self Service Tools CGS offers.
Customer Service |
Phone: 866.590.6703
8:00 a.m. – 5:00 p.m. (EST) Fax: 1.615.664.5910 Other Options: |
Before you call, make sure you have:
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Telecommunications Devices for the Deaf (TTD/TTY) |
Dial 711. |
Before you call, make sure you have:
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Congressional Inquiries |
Fax: 615.664.5923 Other Options: |
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Phone: 217.726.6240 Other Options: |
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Fax: 803.462.2584 Other Options: |
Reports may be faxed to: MCBR Receipts |
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Medical Director |
Fax: 615.664.5961 Other Options: |
Clinical questions may be submitted in writing to: Neil Sandler, MD |
Medical Review Additional Documentation Requests (ADRs) |
Fax: 615.664.5941 Other Options: |
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Medicare Secondary Payer (MSP) |
To update beneficiary information with the Benefits Recovery Coordination & Recovery Center (BCRC), Phone: 1.855.798.2627 Fax: 1.405.869.3307 (address the fax to Medicare- MSP General Correspondence) |
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Overpayments * |
Immediate Offset Requests Other Options: Extended Repayment Schedule (ERS) Requests Other Options: |
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Quality Improvement Organization (QIO) |
Short-Stay and Higher Weighted DRG Reviews: Livanta, LLC – National Medicare Claim Review Contractor Discharge Appeals and Quality of Care Reviews: Kentucky – KEPRO Region 4
Ohio – Livanta Region 5
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Qualified Independent Contractor (QIC) Part A West Jurisdiction (KY and OH) |
QIC Part A West Standard Reconsiderations: 585.348.3020 Other Options: |
Second-Level Appeals (Reconsiderations) |