CMS: Disable Beneficiary Eligibility Information from MAC Interactive Voice Response Systems

Published 02/14/2025

To safeguard beneficiaries from Medicare fraud, the Centers for Medicare & Medicaid Services (CMS) has issued Change Request (CR) 13754 (PDF), instructing Medicare Administrative Contractors (MACs) to disable beneficiary eligibility information from their Interactive Voice Response (IVR) systems by March 31, 2025. 

Palmetto GBA has removed this feature effective January 31, 2025, at 7 p.m. ET. This means eligibility information is no longer accessible via the IVR.

This pilot program involves most MACs, including Palmetto GBA.

Medicare providers and suppliers will need to verify beneficiary eligibility using the following online tools and services:

  • MAC secure online provider portal
  • Billing agencies, clearinghouses, or software vendors

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