MAC Resources

CMS Standardized Provider Inquiry Chart

The CMS Standardized Provider Inquiry Chart provides common inquiry categories and definitions for contractors to use when tracking and reporting the nature of provider inquiry types for telephone and written inquiries. These categories are to be used to capture the reason for the inquiry. Standardized Provider Inquiry Chart (PDF).

Disaster Recovery Plan Checklist

The Disaster Recovery Plan Checklist outlines the steps contractors will take to provide the best possible customer service when their contact center operations are impacted by natural disasters or technical issues.  Contractors can access the checklist at Disaster Recovery Plan Checklist (PDF)  

Provider Customer Service Program Activity Report (PAR) 

The Provider Customer Service Program (PCSP) Activity Report (PAR) has been updated. Contractors are required to prepare and submit a semi-annual PAR in accordance with section 20.7.2 of IOM Pub- 100-9, Chapter 6.

PAR Template 4/2017 (PDF)  

Provider Service Plan (PSP) Template

Newly awarded MACs shall submit a one-time PSP in accordance with the deliverable schedule. Contractors shall use the most recent template dated December 2015. PAR Template 12/2015 (PDF)  

CSR MLN Index Tool

This quick lookup tool is a directory for PCSP staff that contains Medicare topics and subjects linked directly to the MLN Matters® and Special Edition Articles.  CSR Index Tool (PDF)

CSR MLN Matters Tool

This file contains Excel spreadsheets for CSRs that link to the MLN Matters® Articles and CMS Change Requests (CRs) produced since 2008 to the present. This file allows CSRs to access MLN Matters® Articles and CR information by Article Number, Article Title, Article Effective Date, CR Release Date, CR/Transmittal and by Program Type (DME MAC, Part A, Part B, and/or RHHI). CSR MLN Matters Tool (ZIP)

Calendar of Articles by Effective Dates

CMS created this helpful tool, Calendar of Articles by Effective Dates This document organizes MLN Matters® Article by effective date with descriptive information. The calendar represents 12 months (rolling months) of articles that have been posted. It can be used to review upcoming Medicare changes. Since many of the articles are posted and Change Requests (CRs) released months before the effective dates, the calendar can serve as a reminder of pending Medicare changes. The calendar is updated weekly to reflect the posted MLN articles and CRs.  Calendar of Articles by Effective Dates (PDF)

Health Care Professional Frequently Used Web Pages

In response to great feedback from the customer service representatives (CSRs) during the 2012 All CSR Call, CMS has developed an educational tool which provides links to frequently used web pages on the CMS website.  It includes easily-accessible information on key topics such as outreach & education, enrollment, coverage, billing and a wealth of other subject matters.

This new tool can be found on the Medicare Learning Network® at Health Care Professional Frequently Used Web Pages (PDF) .

MAC Website List

This interactive page allows users to reach their MAC’s website by selecting their place of business or their MAC’s name.  Providers who submit claims not based on their place of business can use the MAC name list.

MAC websites contain information for reaching the Provider Contact Center, valuable Provider Outreach and Education materials, and important updates and resources.  The MAC Website List is now available.

Feedback Mechanism

Publication 100-9, Chapter 6, Section 50.2.3 (PDF) of the Internet Only Manual (IOM) requires contractors to post how providers can send comments to CMS about their contractors. Below lists the jurisdictions and their CMS contact.

MAC CMS E-mail Address
  Region 1 - Boston
JK Region 2 - New York
JA, JL Region 3 - Philadelphia
JJ, JM, JN Region 4 - Atlanta
J6, J8, J15 Region 5 - Chicago
JH Region 6 - Dallas
J5 Region 7 - Kansas City
JB, JF Region 8 - Denver
JE Region 9 - San Francisco
JC, JD Region 10 - Seattle
Page Last Modified:
10/17/2019 03:50 PM