Interactive Voice Response (IVR) Information

Published 02/04/2019

Providers may use the Interactive Voice Response (IVR) to request routine claims, beneficiary eligibility and payment information. The IVR is available 24 hours a day to obtain general information. Beneficiary eligibility and claim status information is available between 6 a.m. and 8 p.m. ET. With a touch-tone phone you can obtain the latest information on your claims and other Medicare issues. Palmetto GBA will continue to ensure that routine inquiries regarding claim status and beneficiary eligibility are handled through the IVR, which will allow representatives to be available to handle more difficult or complex issues. You may access the IVR at 877-567-7271.

TIP: Using a speakerphone when in the IVR can interfere with various functions. Please place your phone on mute to ensure no background noise interferes with your call.

Please see the following links for more guidance about the IVR:

  • Part A: IVR Flowchart (PDF, 204 KB)
  • Part B: IVR Flowchart (PDF, 195 KB)
  • Call Flowchart (PDF, 178 KB)
  • IVR Conversion Tool: This tool will assist you in entering the Provider Transaction Account Number (PTAN) and the Patient's Medicare number and name in the Palmetto GBA IVR. Be sure to write down the conversion numbers before calling the IVR.  Keep it prominent for future IVR calls.

As an alternative to the IVR, Palmetto GBA is pleased to offer eServices, a free Internet-based, provider self-service portal. We encourage providers to use eServices for access to information on beneficiary eligibility, claim status, duplicate remittance notices, amounts of the last three checks issued to a provider, the amount approved to pay (on the payment floor) and many other helpful features.