Contractor Provider Customer Service Program - General Information

Provider Customer Service Program

Spotlight

  • As you know, CMS currently contracts with Computer Frontiers, Inc. (CFI) to oversee its Direct and Remote Monitoring Program. CFI works with CMS to provide monthly feedback, based on monitoring results and analysis, to PCC management responsible for providing the necessary training to the Medicare PCC CSRs.  This is notification that, effective October 2012 the Remote Monitoring Program is being discontinued.  Therefore, PCC managers will no longer receive monthly Remote Monitoring reports via the Direct Monitoring/Remote Monitoring Database (DM/RM Database).  CMS staff, on an ad hoc basis, will continue the process of monitoring Medicare PCCs to determine the satisfaction levels of providers.  For this reason, contractors shall continue to submit changes to their remote monitoring procedures to the CMS Service Reports mailbox.  Please send any comments or questions on this matter to the CMS ProviderServices mailbox.

Welcome to the Medicare Fee-For-Service (FFS) Provider Customer Service Program (PCSP) web page.  It is designed to assist the Medicare FFS contractors (the contractors) in strengthening and enhancing their PCSPs in order to support the Centers for Medicare & Medicaid Services’ (CMS) efforts to improve the provider experience.  By ensuring high quality, accurate and timely responses to provider inquiries, consistent and accurate provider outreach and education, and offering multiple, easy-to-use features in their provider self-service technologies, contractors can better serve the provider community.  The PCSP web pages also provide the contractors with up-to-date PCSP information and national statistical data. 

Contractor/CMS Communication

There are several ways in which CMS and the contractors can communicate on a consistent basis about the PCSP:

  • Contractor LearnResource-L Electronic Mailing List   
  • CMS uses this electronic mailing list to distribute to contractors, important time-sensitive Medicare program information for providers, upcoming provider communications events, and other announcements.  In turn, contractors disseminate this information directly to their providers via their electronic mailing lists.

    Currently, CMS is piloting a process that consolidates individual messages that the LearnResource-L electronic mailing list used to send to contractors several times a week by sending a weekly e-mail message that contains the link to the CMS Medicare Provider e-News.  The e-News is an official Medicare Learning Network ® (MLN) branded CMS product that contains a week’s worth of news for Medicare providers.  Contractors may find archived editions at e-News Archive.

  • PCSP Contractor User Group (PCUG)  
  • The PCUG conference call is held monthly with CMS and contractor staff.  This call allows CMS to update contractors on issues, directives and policies impacting the PCSP 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 Time.

    Provider Services Mailbox  
  • The Provider Services mailbox is available to contractor PCSP staff to submit PCSP related comments, suggestions, questions and/or to respond to CMS PCSP requests.

    Synergy Newsletter  
  • In earlier years, we published a newsletter that served as a vehicle by which CMS and contractor staff shared information that was valuable in enhancing and improving contractors’ PCSPs.  In an effort to come up with a more timely way to communicate with contractors, we will be posting PCSP related information on the CMS website therefore we have discontinued publishing the quarterly Synergy Newsletter.  We have archived all of the previous editions at Synergy Archives, so that they may continue to provide insight into the many facets of a successful PCSP.



If you are a Medicare fee-for-service provider/supplier and are looking for the most up-to date outreach and education information, please visit the Medicare Learning Network ® (MLN).  A link is provided in the Related Links within CMS section below.

Related Links