Provider Contact Center (PCC)
Interactive Voice Response (IVR)
With a touch-tone phone, Part B providers may use the Interactive Voice Response (IVR) to request routine claims, beneficiary eligibility and payment information. The IVR is available 24 hours a day to obtain general information. Beneficiary eligibility and claim status information is available between 6 a.m. and 8 p.m. ET.
Palmetto GBA will continue to ensure that routine inquiries regarding claim status and beneficiary eligibility can be handled through the IVR, which will allow live, in-person representatives to be available to handle more difficult or complex issues.
You may access the IVR at 877–567–7271.
IVR Tip: Using a speakerphone with the IVR can cause interference with various functions. Please place your phone on mute to ensure no background noise interferes with your call.
Part A IVR Guidance
- Call Flowchart (PDF)
- IVR User Guide (PDF)
- IVR Conversion Tool: This tool will assist you in entering the Provider Transaction Account Number (PTAN) and the Patient's Medicare number and name in the Palmetto GBA IVR. Be sure to write down the conversion numbers before calling the IVR. Keep it prominent for future IVR calls.
Authentication is required before Palmetto GBA is authorized to discuss Medicare information with a provider. The ePass is an eight-digit code providers can elect to receive, per each NPI and PTAN combination, following their first-time authentication when they call the PCC. This code will be delivered in one of two ways:
- Through the IVR, follow the first-time authentication steps by selecting Option 5 for ePass and then Option 2 to receive ePass; or
- Request your ePass verbally while speaking with a Customer Service Agent (CSA) following first-time authentication
This ePass can then be used for the remainder of the day in order to authenticate. Simply select Option 5 for ePass and Option 1 to enter your 8-digit ePass number.
eTicket enables our representatives to serve you quickly and with greater effectiveness. When you speak to a customer care representative by phone, a numeric inquiry number, or eTicket, is generated which provides a reference to the subject matter of your conversation with our PCC. When you call us with additional follow-up questions or for more information specific to a prior call, you can input your eTicket number into the IVR. Upon being transferred to a service representative, your topic of inquiry and data related to your previous call with Palmetto GBA will automatically be presented on the service representative’s screen, expediting their ability to serve you.
As an alternative to the IVR, Palmetto GBA is pleased to offer eServices, a free, internet-based self-service portal. We encourage providers to use eServices for access to information on beneficiary eligibility, claim status, duplicate remittance notices, amounts of the last three checks issued to a provider, the amount approved to pay (on the payment floor) and many other helpful features.