Please Note: There is no Medicare information on our corporate website. Please select a specific contract in the 'Search Within' box for Medicare related information.
© 2019 Palmetto GBA, LLC
We frequently update our articles to reflect the latest changes and updates to Medicare, and strongly recommend you visit this article at link below to confirm you have the latest version.
Published Date:06/03/2019
Printed Date: 9/22/2015
URL: http://palmgba.com/marlowe/redesign6/article.html
Answer: The Centers for Medicare & Medicaid Services (CMS) requires contractors to offer self-service and electronic communication technologies as efficient, cost-effective means of disseminating Medicare provider information, education and assistance. Our Interactive Voice Response (IVR) System is an important self-service tool available to providers for obtaining a wide variety of information, including claim status, beneficiary eligibility and deductible information. CMS Internet Only Manual (IOM) Publication 100-09, Chapter 6, Section 50.1 states: "Contractors shall require providers to use the IVR to access claims status, beneficiary eligibility and remittance advice notices. Provider telephone CSRs are not intended to answer questions that can be answered through the IVR; they shall refer or transfer callers to the IVR when such questions arise." Another option is to use the eServices, our free Internet-based, provider self-service portal. The eServices application provides information access over the web for the following online services: Eligibility Claims Status Remittances Online Financial Information (amount "approved to pay" and last three checks paid) You can participate in eServices if you have a signed electronic data interchange (EDI) enrollment agreement on file with Palmetto GBA. If you are already submitting claims electronically, you do not have to submit a new EDI enrollment agreement. Access eServices by selecting "eServices" on the left side of this web page. Resource: For additional information on CMS guidelines for Provider Contact Centers, refer to the CMS Beneficiary and Provider Communications Manual, Pub. 100-09, Chapter 6, Section 50.1 (PDF, 1.32 MB).
"Contractors shall require providers to use the IVR to access claims status, beneficiary eligibility and remittance advice notices. Provider telephone CSRs are not intended to answer questions that can be answered through the IVR; they shall refer or transfer callers to the IVR when such questions arise."
Another option is to use the eServices, our free Internet-based, provider self-service portal. The eServices application provides information access over the web for the following online services:
You can participate in eServices if you have a signed electronic data interchange (EDI) enrollment agreement on file with Palmetto GBA. If you are already submitting claims electronically, you do not have to submit a new EDI enrollment agreement.
Access eServices by selecting "eServices" on the left side of this web page.
Resource: For additional information on CMS guidelines for Provider Contact Centers, refer to the CMS Beneficiary and Provider Communications Manual, Pub. 100-09, Chapter 6, Section 50.1 (PDF, 1.32 MB).
We value your opinion and want to provide the highest-quality and most relevant Medicare knowledge possible. Please let us know if this article was helpful.
It didn't answer my question This article was helpful
We’re glad we could help you today and appreciate your feedback. When you rate our articles as most helpful, we know that we are on the right track for providing you with important news and information.
We're sorry this article didn't help you today. We'll use your feedback to review this article to try to revise or expand it. Contact us with more feedback or a question on this topic.
Last Updated: 06/03/2019