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April 17, 2018

Changes to the Interactive Voice Response (IVR) and Computer Telephone Integration (CTI) and the Message

When you call the Part A, Part B, and Home Health and Hospice CGS Provider Contact Center (PCC) you will notice a change in the message when prompted to enter the beneficiary’s Medicare number.

Updated IVR/CTI Message
Once you have entered your provider identifying information, you will hear the following prompt.

  • Press 1 for the MBI or Press 2 for the HICN

What is an MBI?
The Medicare Access and CHIP Reauthorization Act (MACRA) of 2015 mandates removal of the Social Security Number (SSN)-based Health Insurance Claim Number (HICN) from Medicare cards.  The Medicare Beneficiary Identifier (MBI) is the new Medicare number that will replace the beneficiary’s HICN (also referred to as HIC number).  All Medicare beneficiaries will receive a new Medicare card that includes a new MBI.

The MBI is a unique 11 character Medicare Number.  CMS will begin mailing new Medicare cards with a new MBI this month (April 2018). Visit the New Medicare CardsExternal Website and the CMS Mailing StrategyExternal PDF on the CMS website for additional information.

NEW Medicare Card with NEW Medicare Beneficiary Identifer (MBI)

Screen Shot

Once the beneficiary receives their new Medicare card and MBI, you may start using it when accessing the IVR and CTI, and when submitting claims.  However, either a HICN or MBI may be used during the transition period, April 2018 through December 31, 2019. 

The IVR User Guide and the CTI User Guide have been updated with the new message prompts.  These guides can be found on the Customer Service, Phone/Fax web page.

Home Health and Hospice– Phone/Fax
Part A – Phone/Fax
Part B– Phone/Fax

NEW Medicare Beneficiary Identifier (MBI) Converter
Because the MBI is a mix of alpha/alpha-numeric characters, it can be difficult to enter the characters necessary for the IVR and CTI. To assist providers, CGS offers the Medicare Beneficiary Identifier (MBI) Converter.  This converter will take the MBI number that you enter (no dashes) and provide you with the information you need to enter using the telephone keypad.  Please note, this converter does not validate the beneficiary’s eligibility based on the MBI that you enter.  However an error message will display if you enter an incorrect MBI number/alpha-numeric/numeric format.   


Remember, myCGS is a great alternative to using the IVR to obtain eligibility, claim status, payment information and more.  Visit the myCGS resources listed below for additional information.  In addition, a Health Insurance Claim Number (HICN)/Medicare Beneficiary Identifier (MBI) Lookup tool will be provided in myCGS this coming June, so watch your email notifications for details on this exciting enhancement! 

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