NGSConnex User Guide

A&R Inquiries

Table of Contents

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A&R Inquiries

The A&R Inquiries function allows for two-way electronic communication related to audit and reimbursement document submission. Often when you submit audit and reimbursement documentation we need to contact you and request clarification or additional information to process the documents submitted. This feature will permit the sharing of files in a safe and secure environment. This feature is not limited to existing providers who are already registered in NGSConnex.

The A&R Inquiries feature will also provide an opportunity for the A&R Team to send mass communication to multiple users at one time. Mass communications would be used to send reminders and notifications to a wide audience of providers and other external parties.

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Email Notification

You will be notified by email that an A&R inquiry has been created and requires a response. The email will contain a link to login to NGSConnex and a Batch Inquiry Record number to assist you in locating the inquiry that requires a response. Only the person who receives the email will be able to view the A&R inquiry in NGSConnex. Only the person who receives the Email Notification will be able to login and view and/or respond to the A&R Inquiry.

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View/Initiate an A&R Inquiry Response

  1. Click the Inquiries button from the NGSConnex homepage.

Image of NGSConnex homepage with arrow pointing to Inquiries.

  1. When the Type of Inquiry? question is presented, select A&R Inquiries.

Image of Type of Inquiry? displayed with a yellow arrow pointing to A&R Inquiries.

A&R Inquiries, responses and attachments created after 2/25/2022 will be available in the new portal and the following information will display.

  • Date Created
  • Read
  • Electronic Inquiry ID
  • PTAN
  • Cost Report
  • Type of Data
  • Status
  • Last Activity Date
  • No Reply
  • Batch Inquiry/Mass Distribution
  • Batch Inquiry ID
  1. Locate the A&R Inquiry you need to view or are responding to, by using the filters to search or you can use the pagination numbers and the bottom of the panel.
  2. Select the checkbox next to the applicable A&R inquiry.
  3. Select the View Inquiry button.

Select the checkbox next to the applicable A&R inquiry

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Inquiry Details

The Inquiry Details section will display a description of the inquiry.

To view the Inquiry Details, select the Description of Inquiry link. The description will then display on the screen.

Image of Inquiry Details section displayed with yellow arrow pointing to Submit Inquiry Response and Description of Inquiry hyperlink.

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Step 1: Response Description

  1. To respond to the inquiry, select the Submit Inquiry Response button.
  2. Type your response in the Response Description.
  3. Click the Next button.

Image of Response Description with arrow pointing to response description field where information is entered. An arrow is pointing to the Next button.

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Step 2: Attachments

You are not required to submit attachments with your inquiry response but if need to submit supporting documentation with the inquiry, follow these steps.

  1. You can either use the drag and drop method to submit an attachment or you can use the browse option and browse your computer to upload an attachment.
  2. We will accept most common file formats. The Attachment Name should be comprised of letters and numbers. If an Attachment Name contains any special characters you must rename the attachment. There are no limits on the number of attachments you may include with your response. It is recommended that you limit the size of each attachment to 100 MB or less. You may also upload zipped or compressed files or folders, however we ask that you not password protect zipped files or folders.

Image of the Attachments section with an arrow pointing to the arrow where you drag and drop files or browse for attachments. A yellow arrow is pointing to the next button.

  1. Select the Next button.

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Step 3: Submit Response

  1. When you are ready to transmit your A&R Inquiry Response to National Government Services, Inc. select the Submit button.

Image of the Send Reponse section with a yellow arrow pointing to Submit.

A message will display, notifying you that your inquiry has been submitted successfully. In addition, a confirmation email will be sent to the email address associated with your User Profile.

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What to do if you can’t login to NGSConnex to view and/or respond to an A&R Inquiry.

As a reminder, only the person who receives the Email Notification will be able to login and view and/or respond to the A&R Inquiry. If you attempt to login to NGSConnex and can’t get logged in you can use the information below to resolve issues with invalid login attempts or suspended accounts.

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Change Password

If you attempt to log in and enter your password incorrectly three times unsuccessfully in a two-hour window the account will be locked. You must change your NGSConnex password at least once every 60 days. This is a CMS security requirement to have online access to protected health information.

You can reset or change the password by selecting the ‘Can’t Log In’ link on the NGSMedicare combined landing page.

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Unsuspend Your Account

  1. If your account is suspended will receive the following message.
  2. Select the delivery method you would like to receive your ‘Security Code’ needed to unsuspend your account.
  3. Select the Send Security Code button.

Image of NGSConnex combined landing page with the NGSConnex suspension notice displayed. A yellow arrow is pointing to the send security code button.

  1. Retrieve the ‘Security Code’ from either email or your mobile phone.
  2. Enter the ‘Security Code’ in the Security Code field.
  3. Select the Enter button.

Image of the NGSConnex combined landing page with a yellow arrow pointing to the Enter button.