Hours Available*

Monday – Friday: 6:00 a.m. – 7:00 p.m. Eastern Time (ET)

Saturday: 7:00 a.m. – 3:00 p.m. ET

* Interactive Voice Response (IVR) hours represent general availability for access to all menu options. The IVR is available 24-hours a day, seven days a week. Menu options that require system access (e.g., the Common Working File) are limited to that systems availability.

The Centers for Medicare & Medicaid Services (CMS) requires that Medicare contractors offer self-service options to their providers for general inquiries. CMS also requires providers to utilize those self-service options, such as the IVR. As a result, National Government Services has developed an IVR system to assist you in answering a number of general questions. The IVR uses natural language and text-to-speech technology that responds to your voice. Touch tone is also available throughout the application, as needed.

You can obtain information such as patient eligibility, claim status, check and remittance information, and some general information. Our Customer Care Contact Center representatives are available to assist you with more complex inquiries that require extra time and attention.

The IVR is maintained on a separate line from our customer care representatives and is available beyond the normal contact center hours. As a result, you have greater access to the information you need when you need it.

Please Note: Based on CMS requirements, if you call a customer care representative with a question that can be answered by the IVR, you will be referred back to the IVR.

Part A IVR User Guide

Part A IVR Flow Chart

Part A IVR Navigation

Part A Touch-Tone Card/Eligibility Checklist

Using the IVR to Avoid Top Claim Rejections