Customer Service

Published 11/30/2021

Provider Contact Center (PCC) – Call 888–355–9165
Need to speak with us? Call our Provider Contact Center for Customer Service inquiries, technical support for EDI and the eServices portal, provider enrollment inquiries, and to request a telephone reopening.

Railroad Medicare representatives are available to handle provider inquiries 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. The PCC will be unavailable during weekly training and holidays.

Please view our holiday and training schedule for dates and times our Provider Contact Center will be closed.

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

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

  • Press 1 for eServices inquiries
  • Press 2 for EFT
  • Press 0 for technical assistance with electronic billing, Electronic Remittance Advice (ERA) or other EDI issues

Press 3 for Provider Enrollment

Press 4 for Telephone Reopening, then

  • Press 1 for the explanation of a denied claim
  • Press 0 to request a Telephone Reopening to correct minor errors or omissions

Press 5 for Customer Service

  • Press 0 to speak to a Customer Service Advocate

Press 6 for Our Mailing Address and Hours of Operation

Press 9 to repeat this menu

Self-Service Options
Provider use of self-service technology for routine inquiries, such as for claim status, payment, beneficiary eligibility and remittance advice requests enables our Provider Contact Center to more efficiently handle provider calls concerning more difficult or complex issues.

Use the IVR to request routine claim status, beneficiary eligibility, and payment information and to request a duplicate remittance advice. The IVR is available to provide this information Monday through Friday, from 7:00 a.m. to 11:00 p.m. ET. General information is available through the IVR 24/7.

Have the following provider information available when calling the IVR:

  • Railroad Medicare Provider Transaction Access Number (PTAN)
  • National Provider Identifier (NPI)
  • Tax Identification Number (TIN)

Railroad Medicare IVR Guidance

Provider authentication by Railroad Medicare PTAN, NPI and TIN is required before the Palmetto GBA IVR system is authorized to release Railroad Medicare claim status information, financial information, patient eligibility information, or to order a copy of a remittance advice.

An "ePass" is an eight-digit code you will be prompted to receive or enter each time you choose the IVR options for claims, finance, beneficiary eligibility or duplicate remittance advice. When you choose option 2 to receive an ePass, you will be assigned an ePass code for the provider’s PTAN/NPI/TIN combination you enter. You can then enter that ePass in the IVR for the remainder of the day in order to authenticate that provider. This eliminates the need to repeatedly enter the same PTAN, NPI and TIN into the IVR.

  • IVR Tip: Using a speakerphone with the IVR can cause interference with various functions. Please place your phone on mute when not speaking a prompt or answer to ensure that no background noise interferes with your call.

As an alternative to the IVR, we encourage you to use the Palmetto GBA eService portal for your Railroad Medicare transactions. The free, internet-based self-service portal gives you online access to information on beneficiary eligibility, claim status and payment, remittance advice, financial data, and much more.

You can participate in eServices for Railroad Medicare if you have a signed electronic data interchange (EDI) Enrollment Agreement on file with Palmetto GBA Railroad Medicare. If you are already submitting claims electronically to Railroad Medicare, you do not have to submit a new EDI Enrollment Agreement.

See our eServices Resources for more information on registering for and using the eServices portal.

NOTE: If you are registered in eServices for Palmetto GBA Jurisdiction J or M, you will need to register separately for Railroad Medicare to access information for your Railroad Medicare patients and claims.

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