Contractor Provider Customer Service Resources

This page contains resources for Medicare contractors.

Provider Network Support

The Provider Network Support (PNS) contractor, Flashpoint Internet Solutions, is available to assist Medicare contractors. Per The Medicare Contractor Beneficiary and Provider Communications Manual, Chapter 6, Section 30.2.5 – Requesting Changes to Telephone Configurations, the PNS coordinates the following telecommunications services:

• Toll Free Service – Add, delete, or move toll free telephone numbers.
• Bandwidth changes – Add, delete, or modify circuits and trunk groups.
• Service Outage Support – After the contact center files an incident report with Verizon, PNS personnel are available to answer technical questions and help coordinate timely restoration.
• Toll Free Number Routing – Create, modify, and activate toll free routing plans supporting normal service routing, major outages, and disaster recovery.

Information and Education Resources for Medicare Fee-for-Service (FFS) Providers

The “CSR Index Tool” is a listing of words that reflect the MLN Matters® and Special Edition articles found in the “CSR MLN Matters Tool.” The “MM” numbers associated with the different words are hot-linked directly to the articles for quicker look-ups.

The “CSR MLN Matters Tool” is an Excel spreadsheet with 6 worksheets. The worksheets contain links to the MLN Matters® articles, which are based on Change Requests (CRs) (also linked), as well as the Special Edition articles for years 2008 to the present. Each worksheet has 9 columns; the first 5 columns contain the following information: Article Number, Article Title, Article Effective Date, CR Release Date, and CR/Transmittal. The next 4 columns specify which contractor(s) are affected by the article/CR (DME MAC, Part A, Part B, and/or RHHI). These columns can be sorted based on the search needs of the CSRs. The spreadsheet will contain a rolling 5 years of posted articles.

Provider Communications PowerPoint Slide Presentation

If you have questions about the Resources for Medicare FFS Providers slide presentation, please submit your questions to the FFS Provider Relations mailbox at FFSProviderRelations@cms.hhs.gov.