Need an Answer to a Medicare Question?

The following is a list of the various avenues available to Palmetto GBA providers to get answers to their Medicare questions. If you have a question, please review this list in order to determine which method is the most appropriate to use in order to get your answer.

Provider Contact Center (PCC)
The PCC should be the first point of contact for all Medicare questions and must be contacted for any claims specific inquiries. Once the provider has passed the required disclosure, they will be able to discuss the Protected Health Information (PHI) required in order to discuss an individual claim.

To submit a question for response from the PCC, complete the written inquiry request form in the Forms Section on each home page and use the instructions on the form to submit.

Note: The Centers for Medicare & Medicare Services (CMS) requires the PCC to respond to all written inquiries within 45 business days of receipt. If providers need a response sooner, they should call the PCC as opposed to submitting their question in writing using the written inquiry request form.

Ask the Contractor Teleconferences (ACTs)
ACTs are quarterly teleconferences that allow Palmetto GBA to share when appropriate, topic-specific information and affords our provider community the opportunity to ask questions relevant to the topic or any topic and get answers. Call minutes or a question and answer document are posted no more than 30 days from the date of the event. To submit a question for response on an ACT call, complete the "Submit a Question for the ACT Form" in the Forms Section on each home page and submit using instructions outlined on the form.

Note: Please do not transmit Protected Health Information (PHI) on the Submit a Question for the ACT Form. This form is intended for general Medicare billing, coverage and documentation inquiries and all claim specific inquiries should come through the PCC. Questions submitted for the ACT are not addressed prior to the ACT call.

Webcast and Web-Based Training (WBTs)
Our Palmetto GBA Provider Outreach and Education staff provides live, interactive and virtual learning events over the Internet through ON24. This web-based training is cost-effective and easy to use. There is no charge to attend these training events. To register for a webcast, select the registration link on each event announcement on our website.

Palmetto GBA also offers a large library of pre-recorded webcast, as well as WBTs.

This self-paced learning consists of training courses that you can complete as your time permits, at your convenience.

Your Provider Outreach and Education team offers a variety of educational options to fit your training and educational needs.

• The Webcast Library and Palmetto GBA YouTube Channel allows you to easily find and view recorded webcasts, search and browse the library for events and take advantage of single-sign-on for these events
• Presentations are recorded versions of previously presented live Webcast and can serve as a refresher or allow you to view a webcast you were unable to attend when it was offered live
• Instructional videos provide tutorials on how to best use tools on the Palmetto GBA website, information related to Provider Outreach and Education functions, and other valuable information to make your job easier
• Workshops: Medicare seminars and workshops are offered throughout the year on a variety of subjects designed to keep providers abreast of fundamental national and local Medicare policies, programs and procedures; new initiatives; and significant changes to the Medicare program

To register for these events, select the registration link on each event announcement on our website.

Submitting an Education Request or Speaker Request
The Palmetto GBA Provider Outreach and Education (POE) team offers many educational opportunities tailored to meet the needs of the health care providers we support. A member of POE is available to conduct training seminars through teleconference or online. Complete the education request form in the Forms section on the home page and submit the request using the instructions on the form. 

Note: The education request form is intended for the request of educational training on general Medicare billing, coverage and documentation topics and all claim specific inquiries should be directed to the PCC.

A member of POE is available to speak at conferences and meetings. For speaker requests, complete the Speaker Request Form in the Forms Section on the home page and submit the request using the instructions on the form. Each Speaker Request Form received will be evaluated individually and a determination will be made as to whether we will be able to fulfill the request.

Secure Web Chat
In addition to our educational opportunities we offer secure web chat. This innovative feature allows providers the ability to interact with designated Palmetto GBA staff so they can receive real-time assistance in locating information on the Palmetto GBA website. Users can dialogue with an online operator who will provide help locating information on any topic. During Web chat hours of operation, providers will receive a popup notification asking if a provider would like to chat.