Contractor Provider Customer Service Program - General Information

Welcome to the FFS Provider Customer Service Program (PCSP) Web page.  It is designed primarily for use by Medicare fee-for-service contractors.  The PCSP will strengthen and enhance CMS' efforts to improve responsiveness to provider inquiries and education.  This page is designed to provide valuable information that will facilitate an understanding of the Medicare program's operations, policy, and billing procedures.  Our goal is to provide resources that will assist Medicare contractors create a comprehensive, coordinated and integrated Provider Customer Service Program.

Service Reports

The Service Reports mailbox (servicereports@cms.hhs.gov) is a valuable resource to provider contact centers as a centralized point of submission for a variety of required information. As outlined in the manual, contact centers are required to submit a primary point of contact, a high level organization chart, disaster recovery/contingency plans, a list of all planned closures, and requests for additional closures if applicable. Most importantly, contractors are required to send an e-mail whenever service at the contact centers is disrupted. This information helps us to act on your behalf to work with Verizon and our technical support contractor to get problems resolved as quickly as possible.

Provider Customer Service Program Contractor User Group (PCUG)

The Provider Customer Service Program Contractor User Group (PCUG) conference call is held monthly with provider Medicare fee-for-service and Medicare Administrative Contractor (MAC) staff. The call allows CMS to update contractors on issues, directives and policies impacting the Provider Customer Service Program 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. For more information about PCUG conference calls, please email PCUG_Listserv@cms.hhs.gov .