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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.

Toll-Free Number IVR PCC Hours of Service
877-702-0990
TTY: 888-897-7523
877-309-4290 Monday–Friday*
8:00 a.m.‒4:00 p.m. CT
9:00 a.m.‒5:00 p.m. ET

*Closed for training on the 2nd and 4th Friday of the month.    
11:00 a.m.‒3:00 p.m. CT
12:00‒4:00 p.m. ET

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)|

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

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.

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 NGSMedicare.com 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 System

Hours Available*

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., CWF) are limited to that systems availability.

NGSConnex Online Inquiry System

NGSConnex is the National Government Services web application developed 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 https://www.ngsconnex.com 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.

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

Requests for documents covered by the FOIA must be submitted to the following address in writing.

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 ten regional offices located throughout the country.

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