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Note: The PCC will close twice a month for training and staff development. The PCC closures for training will be 12:00 p.m.–4:00 p.m. ET on the 2nd and 4th Friday of each month for all locations. This schedule was determined based on our lowest call volume times to reduce impact to our providers.

State/Region Live Representative
(Toll-Free Number)
IVR PCC Hours of Service
Connecticut, Maine, Massachusetts, New Hampshire, New York, Rhode Island, and Vermont 866-837-0241

Hearing impaired callers with TTY equipment only may call our TTY Line at 866-786-7155
877-869-6504 Monday‑Friday*
8:00 a.m.–4:00 p.m. ET

*Closed for training on the 2nd and 4th Friday of the month
12:00–4:00 p.m. ET
Illinois, Minnesota, Wisconsin 866-234-7340

Hearing impaired callers with TTY equipment only may call our TTY Line at 888-897-7523
877-908-9499 Monday‑Friday*
8:00 a.m.–4:00 p.m. CT

*Closed for training on the 2nd and 4th Friday of the month
11:00 a.m.‑3:00 p.m. CT

Please view our holiday schedule to learn when the National Government Services PCC is closed.

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. To fully comply with this requirement effective 5/14/2018, if you contact the PCC, and the information you are requesting is available via the IVR or NGSConnex, the PCC will be required to direct you to the IVR or NGSConnex to obtain the information.

Make the Most of Your Call

Be prepared to have the following information available:

  • NPI
  • PTAN
  • The last five digits of your TIN

Note: You are allowed three attempts to correctly provide your NPI, PTAN and last five digits of your TIN.

The following is required for claim-specific inquiries:

  • Patients Medicare Identification Number
  • Patient's last name and first name or initial (date of birth may be needed)
  • The date(s) of service in question
  • Denial reason (if unknown please call IVR)

Customer Care Representative Assistance

The National Government Services PCC CCRs are available to assist you with a wide-range of Medicare coverage and billing-related inquiries. Please review the following information for a better understanding of the types of inquiries the CCRs are available to assist you with.

Note: To effectively service all callers, each call is limited to three inquiries.

CCRs are available to:

  • clarify why a claim processed the way it did;
  • assist with general Medicare information/billing questions;
  • provide guidance on how to use the IVR system and the website; and
  • assist with other complex issues that cannot be addressed through the IVR system.

CCRs are not able to:

  • provide claim status, beneficiary eligibility, or any other information that is available through NGSConnex or the IVR system;
  • provide information on what modifiers, diagnosis codes, CPT codes or HCPCS to use for specific claims or beneficiaries;
  • preauthorize any type of service or supply; and
  • answer inquiries from beneficiaries or their representatives.

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

Hours Available*

Monday–Friday: 6:00 a.m.–7:00 p.m. ET
Saturday: 7:00 a.m.–3:00 p.m. ET

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

NGSConnex Online Inquiry System

NGSConnex is the National Government Services online portal Web application developed by National Government Service just for you! NGSConnex allows you to access a wide array of Medicare tools and information, such as:

  • Beneficiary eligibility and entitlement information
  • Query for your claims status
  • View your provider/supplier demographic information
  • Query for your financial data
  • View and print your remittance advice
  • Submit an online inquiry

NGSConnex is available at and offers you superior search capabilities that will help make it fast and easy for you to find the information without having to call the National Government Services PCC.

Written Correspondence and Inquiries

If you are unable to use NGSConnex, then you may download and input your inquiry directly onto the Medicare Correspondence Request Form. Once completed, print and either fax to 317-841-4584 or mail to the appropriate address as indicated on the form.

Please Note: The fax number should not be used for Audit and Reimbursement, Medical Review, Appeals, Medicare Secondary Payer, routine claim status inquiries or to send a response for an ADR. These types of faxes will not be accepted.  

Otherwise, submit inquiry on official letterhead with provider’s name and address(s). View the P.O. Box Mailing Addresses to find the correct address to send your written inquiry to for your state.

The following provider information is required on ALL written correspondence and inquiries:

      • NPI
      • PTAN
      • Last 5 digits of TIN
      • Provider’s name and address (must match enrollment information with MAC)

In most cases, NGS will respond via letter to the provider address on file within 45 business days.

Freedom of Information Act (FOIA) Inquiries

National Government Services, Inc.
P.O. Box 6131
Indianapolis, IN 46206-6131

Fax: 317-913-6590

Centers for Medicare & Medicaid Services Offices

CMS has central offices located in Baltimore, MD and Washington, D.C., and has ten regional offices located throughout the country.

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