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Interactive Voice Response System

State IVR Hours Available*
Connecticut, Maine, Massachusetts, New Hampshire, New York, Rhode Island, Vermont 877-869-6504 Monday–Friday: 6:00 a.m.–7:00 p.m. ET
Saturday: 7:00 a.m.–3:00 p.m. ET
Illinois, Minnesota, Wisconsin 877-908-9499 Monday–Friday: 6:00 a.m.–7:00 p.m. ET
Saturday: 7:00 a.m.–3:00 p.m. ET

*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 CMS requires that Medicare contractors offer self-service options to their providers for general inquiries. CMS also requires providers to use these self-service options. As a result, NGS has developed an IVR system to assist you in answering many general questions with additional assistance. 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.

Information you can obtain includes: patient eligibility, claim status, deductibles, check information and some general information. Our Provider 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, or in NGSConnex, you will be referred back to those self-help tools.

Interactive Voice Response System
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