Customer Service Telephone
Interactive Voice Response (IVR) System - 866-419-9458
Hours of Availability: Monday - Friday 6:00 AM - 7:00 PM EST * and Saturday 6:00 AM - 3:00 PM EST *
*These hours represent the general hours of availability for access to all menu options. The IVR is available 24 hours a day, 7 days a week. Menu options that require system access (e.g., CWF) are limited to that systems availability. The IVR is not available during system upgrades or routine maintenance.
The Centers for Medicare & Medicaid Services (CMS) requires that Medicare contractors offer self-service options to their providers for general inquiries. CMS also requires providers to utilize those self-service options such as the IVR application. The IVR uses natural language and text-to-speech technology that responds to your voice. Touch-tone is also available throughout the application, as needed.
Providers can obtain information such as claim status, patient eligibility, Certificate of Medical Necessity (CMN) status information, pricing and appeals information, as well as some general information. Our Customer Service Representatives continue to be available to serve the provider community with more complex inquiries.
The IVR is maintained on a separate line from our Customer Service Representatives and is available beyond the normal hours of operation of the Customer Service Contact Center. As a result, providers have greater access to the information that is needed.
Note: Based on the CMS requirements, if a provider contacts a Customer Service Representative with a question that can be handled by the IVR, the provider will be referred back to the IVR.
Note: Currently the IVR application is available only in English.
DME MAC A IVR User Guide 
(142KB) - This user guide contains complete instructions for using the IVR application.
DME MAC A IVR Call Flow (169KB) - This call flow diagram is available to assist with navigation of the IVR.
DME MAC A IVR Tip Sheet / Eligibility Check List (28KB) - This is a helpful guide for touch-tone entry and checking eligibility through the IVR.
Customer Service FAQs can be found within the NHIC, Corp. FAQ Database
Customer Service Representatives - 866-590-6731
Hours of Availability: Monday - Thursday 8:00 AM - 4:00 PM EST and Friday 10:00 AM - 4:00 PM EST
Our Customer Service Representatives are also available to answer difficult, claim specific questions that the IVR cannot handle, and to assist you in using the IVR.
TTY/TDD – 888-897-7539
Note: This telephone number is only for TTY/TDD users. It is not an alternate number for the IVR or customer service.
Electronic Fund Transfers Support Services
Contact the EFT Support Staff at 866-563-0049 for assistance with all
questions regarding Electronic Fund Transfers (EFT), VIPS Provider Inquiry System (VPIQ) and
Administrative Simplification Compliance Act (ASCA) letters.
DME EFT Support Office Hours: 9:00 a.m. EST. to 5:00 p.m. EST. Monday through Friday
EFT DME Enrollments Forms
PO Box 9185
Hingham, MA 02043-9185
Written Inquiries
Please submit your Written Inquiries to the following address. Please be sure to use the 9 digit zip code.
(For Written Inquiries, Freedom of Information Act Requests)
DME – Written Inquiries
P.O. Box 9146
Hingham, MA 02043-9146
To send Written Inquiries online use our Written Inquiries Form.
Written Inquiry Fax – 781-741-3118
This fax number is for Written Inquiries only.
This fax number is not for Immediate Offset requests.
Medicare Secondary Payer
Please submit your MSP Correspondence to the following address. Please be sure to use the 9 digit zip code.
DME – MSP Correspondence
P.O. Box 9175
Hingham, MA 02043-9175
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