How can I call Customer Service?

Answer
For provider inquiries, you can call the Provider Contact Center toll-free at 888-355-9165, Monday through Friday, from 8:30 a.m. to 4:30 p.m. for all time zones with the exception of Pacific Time (PT) which receives service from 8 a.m. to 4 p.m. PT.

When you call the toll-free 888-355-9165 line, the system provides the following options:

Press 1 for Claim Status, Eligibility or a Duplicate Remittance Advice

Please note: Claim status, beneficiary eligibility and duplicate remittance advice should be requested through our Interactive Voice Response (IVR) unit at 1-877-288-7600 or through our secure internet portal, eServices.  

Press 2 for Technical Support Regarding EDI or eServices, then  

  • For eServices Inquiries, press 1
  • For EFT, press 2
  • For technical assistance with electronic billing, Electronic Remittance Advice (ERA) or other EDI issues, press 0

Press 3 for Provider Enrollment, then  

  • To verify a PTAN, press 1
  • For general information, press 2
  • To verify an NPI, press 3
  • To speak to a Provider Enrollment Specialist, press 0        

Press 4 for Telephone Reopening, then  

  • For the explanation of a denied claim, press 1
  • To request a Telephone Reopening to correct minor errors or omissions, press 0              

Press 5 for Customer Service

  • For information on preauthorization guidelines for items or services, press 1
  • To speak to a Customer Service Advocate, press 0  

Press 6 for Our Mailing Address and Hours of Operation               

Press 7 for Help with a claim that was submitted without an MBI and rejected with Remittance Advice Remark Code N382 — Missing/incomplete/invalid patient identifier

Press 9 to repeat this menu      

Contact Railroad Medicare

Email Railroad Medicare

Contact a specific Railroad Medicare department

Provider Contact Center: 888-355-9165

IVR: 877-288-7600

TTY: 877-715-6397

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