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Provider Customer Service Program


  • As of September 1, 2015 the national average for the Medicare Website Satisfaction Survey program is 71.1.  This is the highest average score since we started in 2006.
  • National Performance scores for August 2015 are now available at
  • Every Medicare Administrative Contractor (MAC) has had a Completion Rate greater than 80% for 16 of the last 17 months.

Welcome to the Medicare Fee-For-Service (FFS) Provider Customer Service Program (PCSP) web page.  It is designed to assist the Medicare FFS contractors (the contractors) in strengthening and enhancing their PCSPs in order to support the Centers for Medicare & Medicaid Services’ (CMS) efforts to improve the provider experience.  By ensuring high quality, accurate and timely responses to provider inquiries, consistent and accurate provider outreach and education, and offering multiple, easy-to-use features in their provider self-service technologies, contractors can better serve the provider community.  The PCSP web pages also provide the contractors with up-to-date PCSP information and national statistical data. 

Contractor/CMS Communication

There are several ways in which CMS and the contractors can communicate on a consistent basis about the PCSP:

MLNConnectsMAC Electronic Mailing List

CMS uses this electronic mailing list to distribute to contractors important, time-sensitive Medicare program information for providers, upcoming provider communications events, and other announcements.  In turn, contractors disseminate this information directly to their providers via their electronic mailing lists and post it on their provider education websites.

Currently, on a weekly basis, CMS disseminates the link to the MLN Connects™ Provider eNews (eNews), an official Medicare Learning Network ® (MLN) branded CMS product that contains a week’s worth of news for Medicare providers.  Contractors may find archived editions at e-News Archive.  However, for dissemination and posting of the eNews, contractors must use the embedded eNews link sent through the MLNConnectsMAC electronic mailing list.

PCSP Contractor User Group (PCUG)  

The PCUG conference call is held monthly with CMS and contractor staff.  This call allows CMS to update contractors on issues, directives and policies impacting the PCSP and provides a forum for contractors to ask questions and share ideas. The call takes place on the second Wednesday of the month at 2:00 PM Eastern Time.

Provider Services Mailbox  

The Provider Services mailbox is available to contractor PCSP staff to submit PCSP related comments, suggestions, questions and/or to respond to CMS PCSP requests.

Synergy Newsletter  

In earlier years, we published a newsletter that served as a vehicle by which CMS and contractor staff shared information that was valuable in enhancing and improving contractors’ PCSPs.  In an effort to come up with a more timely way to communicate with contractors, we will be posting PCSP related information on the CMS website therefore we have discontinued publishing the quarterly Synergy Newsletter.  We have archived all of the previous editions at Synergy Archives, so that they may continue to provide insight into the many facets of a successful PCSP.

If you are a Medicare fee-for-service provider/supplier and are looking for the most up-to date outreach and education information, please visit the Medicare Learning Network ® (MLN).  A link is provided in the Related Links within CMS section below.

Related Links