Before You Call
CGS provides you with a variety of self-service tools designed to help you find the information you need without having to call the CGS Customer Service department. Before calling, you should consider the following information:
- myCGS
This is your secure online portal that connects you directly with all your Medicare claim transactions and provides you with the status of your claim, patient eligibility under the Medicare program, Medicare Secondary Payer details and specific processing and payment information among others. Using myCGS eliminates the need to call a Customer Service advocate and saves you valuable time and money! - MBI Converter Tool
Please use this tool to enter your MBI before the call and enter the numbers as you are prompted. Simply type in the beneficiary's MBI, and the tool will provide the keys to press on the telephone keypad. - Interactive Voice Response (IVR) system (877.299.7900)
The IVR is an automated telephone system that provides much of the same information available through myCGS. Using the IVR requires you to enter specific information using your telephone keypad. We have provided you with a link to the IVR script and IVR User Guide.
- Your Medicare Remittance Notice (MRN)
The MRN contains valuable information on how your claim processed and what determined the payment amount you received. - Claim Denial Resolution Tool
This is a great tool created to help you understand why your claim may have denied and what you need to do to correct the claim for payment consideration. Also access CGS Wizard, which can give current information about claims. - Local Coverage Determination (LCD)
Review the LCD that applies to your claim. For most LCDs, Dr. Robert Hoover has provided some important information in his "Medicare Minute℠" video series. The video instruction is available under the Education section of our website. - Supplier Manual
General questions about DME claims submission and processing are detailed in our online Supplier Manual. This is an up-to-date instruction that provides answers to all general Medicare questions.
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