Self-Service Required Use for Part B Telephone Reopenings - Effective October 1, 2020
08/31/2020 | 07:30 AM
On October 1, 2020, Noridian will require Part B providers to use the Noridian Medicare Portal (NMP) for all types of Reopenings that are available through the Self-Service Reopening function. Until then, Customer Service Representatives (CSRs) will educate callers on this functionality. If the reason for the telephone reopening request can be completed as a Self-Service Reopening, the CSR will direct the caller back out to use this option. Instructions and requirements for a Self Service Reopening can be found on the Self Service Reopenings page of the Portal Guide.
The CMS Internet Only Manual (IOM), Publication 100-09, Chapter 6, Section 50 mandates that all providers first access inquiries through self-service technology,”.... One important way to successfully manage the provider inquiry workload is to increase and enhance the self-service technology tools available to Medicare providers and to require providers to use these tools when appropriate." This process change will allow Noridian to meet CMS requirements and our CSRs to assist callers with more complex reopenings which cannot be completed through the self-service tool. CSRs are still able to assist callers with the below telephone reopening categories as they are not currently available through the self-service reopening function. Note: List is not all inclusive.
- Clinical Laboratory Improvement Act (CLIA) Numbers
- Clinical Trial (CT) Numbers
- Investigational Device (IDE) Numbers
- Mammography Certification Numbers
- Post-operative dates
- Changing Initial Treatment dates
- Claims that were rejected during the Self-Service Reopening process