Avoid the Wait: Use Web Tools During High Call Volume Holidays

Published 05/22/2025

With Memorial Day coinciding with month’s end, Palmetto GBA expects a sudden and higher-than-normal call volume to our Provider Contact Center (PCC). To best serve you, Palmetto GBA recommends using our web-based applications before calling the PCC.

eServices
Our free on-line portal is feature-rich and is a simple alternative to calling the PCC. You can create an account in our eServices portal.

Forms
All Palmetto GBA forms and links to CMS enrollment forms can be found on the Palmetto GBA website.

Time-Saving Tools for Providers

Provider Enrollment Tools
Check the status of your provider enrollment application using Palmetto GBA’s Provider Enrollment Application Status Tool.

Interactive Voice Response (IVR) System
CMS requires providers use the Palmetto GBA Interactive Voice Response System (IVR) for claim status inquiries.

If You Must Call the PCC
Save time by ensuring you have the following information ready at the time you place the call:

  • PTAN, NPI and last five digits of your tax identification number
  • Beneficiary's full name as it appears on their Medicare card 
  • Medicare Beneficiary Identifier (MBI/HIC) 
  • Any other information or examples needed to discuss your question, claim or situation 
  • Save time and avoid authentication with every call to the Palmetto GBA by utilizing ePass
  • Through the IVR, follow the first-time authentication steps by selecting Option 5 for ePass and then Option 2 to receive ePass; or 
  • Request your ePass verbally while speaking with a Customer Service Agent (CSA) following first-time authentication 
     

Outsourced Agencies
Inquiries from your outsourced agencies to Palmetto GBA represent actions taken on your behalf. Communicate with your agency to ensure they are using the available self-service tools and have access to your Medicare remittance advice rather than simply calling and requesting the status of an outstanding claim. 


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