Need a Quick Answer to Your Part A Medicare Question

Published 03/22/2022

Palmetto GBA has several contact options available if you need a quick answer to your Medicare question.   

For questions regarding beneficiary eligibility and the status of pending claims:

  • Use the eServices tool on the Palmetto GBA website. This tool is free and available to providers that have an Electronic Data Interchange (EDI) Enrollment Agreement on file with Palmetto GBA. The application provides real-time information access over the Web for online services including eligibility, claim status, remittances online and financial information.
    • Note: Clearinghouses and billing services will need to check with the specific provider before registering on his/her behalf
  • Use the Interactive Voice Response (IVR) Unit . To ensure the best customer service, we recommend that you use the IVR to request routine claims, beneficiary eligibility and payment information, which allows more time for provider contact center (PCC) representatives to work with providers who have complex claims issues. Access the IVR at  855-696-0705

For questions regarding the status of your provider enrollment application (CMS-855A Form): 

  • Use the Provider Enrollment Application Status Look-Up Tool located under Self-Service Tools on the Palmetto GBA Part A website. To verify whether your application is pending or completed, enter your existing Provider Transaction Access Number (PTAN) for changes in your enrollment information or your reference number/Document Control Number (DCN) for new applications.
  • Call the PCC for additional Provider Enrollment questions at 855-696-0705

For questions regarding return to provider (RTP) claims:

  • Use the Claim Submission Error Help tool located under Self-Service Tools on the Palmetto GBA Part A website. This tool contains reason code narratives, explanations of the narratives and tips for tackling the most common claim RTPs.  Call the PCC to speak with an experienced representative at  855-696-0705.

Note: Per guidelines from the Centers for Medicare & Medicaid Services (CMS), if a callback from a CSR is necessary for your inquiry, the callback should be made and completed within 10 business days from the original inquiry. Any telephone inquiries that must be elevated to a Tier III representative will be responded to within 45 business days. When elevating a question to a higher tier in the PCC, please remember to obtain your Inquiry Tracking Number and keep it for reference.

Need to contact a specific department at Palmetto GBA?

  • You can get in touch with us in writing, by telephone or via email. From the Part A Home page on the Palmetto GBA website, click Contact Us at the top of the page, then select JM Part A.

Have a question about something else?

  • Review the Frequently Asked Questions (FAQs) under the Resources link on the Palmetto GBA Part A website. This information is also located under Self-Service Tools on the Part A Home page. Remember, you may select FAQs by category using the drop-down box or enter a key word in the Search field.
  • Call the PCC to speak with an experienced representative at  855-696-0705

Note: Per CMS guidelines, if a callback from a CSR is necessary for your inquiry, the callback should be made and completed within 10 business days from the original inquiry. Any telephone inquiries that must be elevated to a Tier III representative will be responded to within 45 business days. When elevating a question to a higher tier in the PCC, please remember to obtain your Inquiry Tracking Number and keep it for reference.

Note: Per CMS guidelines, all general written inquiries (including those received by fax or email) should be responded to in writing or by telephone within 45 business days. For those inquiries that cannot be answered in full within 45 business days, an interim response will be issued acknowledging receipt of the inquiry and explaining the reason for the delay.

  • Send a written inquiry to the Part A PCC. Please ensure that you include the required authentication requirements for written inquiries, as listed in  MLN Matters Article 6139  (PDF) – Implementation of New Provider Authentication Requirements for Medicare Contractor Provider Telephone and Written Inquiries.

Palmetto GBA
Part A Provider Contact Center
Mail Code:  AG-840
P.O. Box 100238
Columbia, SC 29202-3238

Note: Per CMS guidelines, all general written inquiries (including those received by fax or email) should be responded to in writing or by telephone within 45 business days. For those inquiries that cannot be answered in full within 45 business days, an interim response will be issued acknowledging receipt of the inquiry and explaining the reason for the delay.


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