Provider Outreach and Education Advisory Group (POE-AG) Minutes: February 19, 2020

Palmetto GBA welcomed all POE-AG Members


Carol Aiken Smith Family Clinic
Fran Sorrell Memphis Pathology
Kim-Marie Walker Northside Hospital
Erin King Simplify
Peggy Palmer

Peggy Palmer

Philip Horn Medical Compliance Services
Crystle Wright GI Cleveland Associates 
Debbie Hogg


Dee Pratt

Dietician Associates

Jamie Magee Neurological Clinic Johnson
Patty Douglas

Tennessee Oncology

Regina Jones Tanner Medical Group

Palmetto GBA Associate
Swandra Miller


Our goals are to:

  • Establish and maintain strong relationships with Palmetto GBA staff and the provider community
  • Meet with Palmetto GBA and the provider community on a quarterly basis
  • Provide the communication tools to facilitate thorough and prompt transfer of information to and from each representative
  • Coordinate the issues within the provider community to adequately reflect the concerns of the majority

It is Palmetto GBA’s intent to:

  • Promote an atmosphere that facilitates an exchange of ideas and information to service the best interests of Medicare providers and Palmetto GBA’s Medicare program administration
  • Provide educational forums that address various global provider concerns
  • Allow the provider community an opportunity to communicate with Palmetto GBA’s staff on any areas that may need additional education activities
  • Assist in making the Medicare program more understandable for providers
  • Enhance providers’ understanding of the role and responsibilities of Palmetto GBA as their A/B Medicare Administrative Contractor (MAC)

Old Business

  • Targeted Probe and Educate (TPE)
    • A listing of all TPE resources posted to the website will be sent to POE-AG members for review. Members will provide feedback on what additional TPE information they would like to see on the website.
  • Medicare Beneficiary Identifier (MBI) Issues
    • During our December meeting, some providers stated they were receiving MBI denials and that new numbers have been issued. The providers submitted the claims with the number on the beneficiary’s card, however, upon researching the MBI lookup, they were able to identify that the beneficiary had been issued a new MBI. The beneficiary didn’t have a new card or was unaware that a new card was issued. Members asked if we knew of any changes.
      • It was determined per the Centers for Medicare and Medicaid Services (CMS) that it is possible for a beneficiary to be issued a new card in certain situations. CMS has an MLN Matters article (SE18006) that explains when this can occur. As a result, Palmetto GBA took the following actions:
        • Reviewed SE18006
        • Created an article based on the specific part of the MLN that states the reasons
        • Posted the article, “MBI on a Patient’s Card Doesn’t Work?” to the website under the existing MBI information
    • As a reminder the ways to obtain the MBI were also discussed:
      • Beneficiary
      • Remittance Advice
      • MBI Lookup Tool

Special Agenda Topics

  • In-Person POE-AG meeting (May 2020)
    • The next POE-AG meeting is set for May 20, 2020, and is scheduled to take place in Birmingham, Alabama — if participation warrants
    • In-person participation will be confirmed when the request for agenda topics is sent. If there is not enough participation for the in-person meeting, the meeting will be conducted by teleconference only.
    • Palmetto GBA would like for all members to attend in person when the meeting will be held in their state
  • Opioid Treatment Programs (OTP)
    • Letters were sent to all Substance Abuse and Mental Health Services Administration (SAMHSA) certified OTP facilities and calls were made to those providers to discuss Medicare enrollment
    • Hospitals or physician practices that treat for opioid use disorder will need to initiate a separate enrollment as an OTP. Must be SAMHSA certified
    • Members were asked if any of them had OTPs that were affiliated with their provider groups. If so, we would like to invite them to join the POE-AG to build relations with Palmetto GBA.
  • eServices Account Reminders
    • Notified members that we’ve seen an increase in providers sharing accounts instead of adding new users. This will result in the entire account being deactivated for all users. Once deactivated, the administrator will need to create a new account and assign new users. Stressed that providers can add as many users to the main account as needed to perform job functions, but each user should have his or her own separate user ID and password.
    • As a result, we posted an article titled, “Never Share Your eServices User ID and Password” to the Palmetto GBA website. We also sent out a reminder via listserv and social media.
  • Upcoming Enhancements
    • New Website
      • Palmetto GBA continually strives to enhance our website to make it as user friendly and efficient as possible for the provider community. We have some enhancements in the works and advised members that we will send test links after the meeting. We asked members to view the new layout and provide feedback. Members were asked to not share the links with non-POE-AG members.
    • eTicket
      • eTicket, like the recently introduced ePass, will save time when contacting the Provider Contact Center (PCC) on multiple occasions about a particular issue
      • When you speak to a customer care representative by phone, a numeric inquiry number or eTicket is generated which provides a reference to the subject matter of your conversation with our PCC
      • Additional information will be shared closer to rollout date

Calendar of Events

  • Scheduled Events
    • March 2, 2020 — Medical Review Hot Topics TPE Teleconference
    • March 24, 2020 — JJ Part B Submission of Required Additional Documentation (PWK) Webcast
  • Future Event Suggestions
    • ACT Topics
      • Group didn’t provide any topics
  • CMS Educational Events
    • February 20, 2020 — Ground Ambulance Organization Reporting Volunteer Labor Call
    • February 26, 2020 — Reducing Opioid Misuse

Agenda Items Requested by Members

  • 2020 Deductibles — the 2020 Part B deductible is $198
  • 2020 Fee Schedule — the fee schedule has been released by CMS and can be found on the Palmetto GBA website

Open Discussion
No open discussion.

Announcement of Next Meeting Date
May 20, 2020