Be Prepared When Calling CMS Customer Service
Very soon you won’t be able to make inquiries to the Centers for Medicare & Medicaid Services’ (CMS) interactive voice response (IVR) system or a customer service representative (CSR) without some very specific information.
Effective April 6, CMS will require caller verification with ALL three of the following data elements:
Provider’s National Provider Identifier (NPI)
Provider Transaction Access Number (PTAN)
Last 5-digits of the provider’s tax identification number (TIN)
The caller gets three attempts to provide the correct NPI, PTAN, and last 5-digits of the TIN. Without the proper provider authentication, the Medicare contractor’s system will not supply the information requested.
CMS Change Request 6139 was issued Feb. 10 to update the new provider confirmation requirement’s effective and implementation dates. For more information on the new requirement, read the Medicare Learning Network (MLN) article, MM6139, on the CMS Web site.