Customer Service

When you call the toll-free 888–355–9165 line, the system provides the following selections:

1. Press 1 for Claim Status, Eligibility or a Duplicate Remittance Advice
   Claim status and duplicate remittance advice should be requested through our Interactive Voice Response (IVR) unit at 877–288–7600 or through our secure internet portal, eServices. Beneficiary eligibility is not available through the IVR and should be requested through eServices. 
    
2. Press 2 for Technical Support Regarding EDI or eServices, then:

• Press 1 for eServices inquiries
• Press 2 for EFT
• Press 0 for technical assistance with electronic billing, Electronic Remittance Advice (ERA) or other EDI issues

3. Press 3 for Provider Enrollment
    
4. Press 4 for Telephone Reopening, then:

• Press 1 for the explanation of a denied claim
• Press 0 to request a Telephone Reopening to correct minor errors or omissions

5. Press 5 for Customer Service

• Press 0 to speak to a Customer Service Advocate

6. Press 6 for Our Mailing Address and Hours of Operation

9. Press 9 to repeat this menu

Use the IVR to request routine claim status and payment information and to request a duplicate remittance advice. The IVR is available to provide this information Monday through Friday, from 7:00 a.m. to 11:00 p.m. ET. General information is available through the IVR 24/7.

Have the following provider information available when calling the IVR:

• Railroad Medicare Provider Transaction Access Number (PTAN)
• National Provider Identifier (NPI)
• Tax Identification Number (TIN)

Railroad Medicare IVR Guidance

• IVR User Guide (PDF)
• IVR Conversion Tool – Convert the PTAN, beneficiary's Medicare number or name into the format required by the IVR
• ePass

Provider authentication by Railroad Medicare PTAN, NPI and TIN is required before the Palmetto GBA IVR system is authorized to release Railroad Medicare claim status information and financial information or to order a copy of a remittance advice.

An "ePass" is an eight-digit code you will be prompted to receive or enter each time you choose the IVR options for claims, finance or duplicate remittance advice. When you choose option 2 to receive an ePass, you will be assigned an ePass code for the provider’s PTAN/NPI/TIN combination you enter. You can then enter that ePass in the IVR for the remainder of the day in order to authenticate that provider. This eliminates the need to repeatedly enter the same PTAN, NPI and TIN into the IVR.

• IVR Tip: Using a speakerphone with the IVR can cause interference with various functions. Please place your phone on mute when not speaking a prompt or answer to ensure that no background noise interferes with your call.

As an alternative to the IVR, we encourage you to use the Palmetto GBA eService portal for your Railroad Medicare transactions. The free, internet-based self-service portal gives you online access to information on beneficiary eligibility, claim status and payment, remittance advice, financial data, and much more.

You can participate in eServices for Railroad Medicare if you have a signed electronic data interchange (EDI) Enrollment Agreement on file with Palmetto GBA Railroad Medicare. If you are already submitting claims electronically to Railroad Medicare, you do not have to submit a new EDI Enrollment Agreement.

See our eServices Resources for more information on registering for and using the eServices portal.

Note: If you are registered in eServices for Palmetto GBA Jurisdiction J or M, you will need to register separately for Railroad Medicare to access information for your Railroad Medicare patients and claims.