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March 1, 2024

Use Self-Service Technology for Beneficiary and Claim Information

CMS requires suppliers and providers use self-service technology to access claim status, payment, and beneficiary information. The myCGS Web Portal and Interactive Voice Response (IVR) system are two self-service technologies that allow suppliers to easily access beneficiary and claim information. Using self-service technology will save you time and eliminate the need to call and speak to Customer Support.

  • myCGS – A secure web-based application developed by CGS that is available to DMEPOS suppliers who serve beneficiaries in Jurisdictions B and C. You must register to access the myCGS portal. See the myCGS Registration Guide.
  • IVR – An automated telephone system accessed using touch-tone commands. See the IVR System User GuidePDF. JC Toll-Free IVR: 866.238.9650

Hours of Availability

  • myCGS: Most features in myCGS rely on other systems that are only available during certain times:
    • Beneficiary Information, Claims, Same/Similar, Claim Preparation, Finance, and Reprocessing menus: Available Monday - Friday, 6 am - 9 pm CT and Saturday, 6 am - 4 pm CT
    • MBI Lookup Tool: Available 24/7
    • User Maintenance: Available 24/7
    • See the Important News page within the myCGS portal for exceptions to these hours and scheduled system upgrades or routine maintenance.
  • IVR: Menu options that require system access are available Monday - Friday 6 am - 9 pm and Saturday 6 am - 4 pm CT, except for system upgrades or routine maintenance. Options that access the Common Working Files may have shorter availability. General information is available 24/7.

myCGS Security Requirements

CMS governs the security requirements of myCGS to protect sensitive beneficiary and claim information. Please review:

IVR Supplier Authentication Requirements

You do not need to register to use the IVR. To protect the privacy of Medicare beneficiaries and providers, we must authenticate certain elements before releasing beneficiary-specific information through the IVR:

  • Provider National Provider Identifier (NPI)
  • Provider Transaction Access Number (PTAN)
  • The last five digits of the provider Tax Identification Number (TIN)
  • Medicare Beneficiary Identifier (MBI)
  • Beneficiary's first initial
  • Beneficiary's last name – Enter up to six letters followed "#" sign (ignore any spaces)
  • The beneficiary's date of birth.

Use the MBI Letters to Numbers Converter and Beneficiary Name to Number Converter to help convert letters to numbers when using your telephone keypad.

Other Self-Service Tools on the JC Website

The JC DME website is an important self-service tool and source for education about the Fee-for-Service (FFS) Medicare program, DMEPOS policies and guidelines. The Tools & Calculators section lists interactive tools and calculators to help navigate DMEPOS billing and resolve errors including:


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