CMS Pub. 100-09, ch. 2, § 20.2.4

The term Medicare beneficiary identifier (Mbi) is a general term describing a

beneficiary’s Medicare identification number. For purposes of this manual, Medicare

beneficiary identifier references both the Health Insurance Claim Number (HICN) and

the Medicare Beneficiary Identifier (MBI) during the new Medicare card transition

period and after for certain business areas that will continue to use the HICN as part of

their processes.

MACs may respond to complex written beneficiary inquiries by telephone if, in their

discretion, MACs determine that a telephone response is appropriate.

For tracking and evaluation purposes, MACs shall develop a report of contact for each

telephone response to a complex written beneficiary inquiry. The report of contact shall

be retained in the same manner and time frame as written responses to complex written

beneficiary inquiries. All reports of contact shall contain the following information:

• Beneficiary name;

• Telephone number;

• Medicare beneficiary identifier;

• Date of contact;

• Internal inquiry control number;

• Subject/nature of inquiry

• Summary of discussion;

• Status - closed/pending research/ open

• Follow - up action required (if any); and

• Name of the PRRS correspondent who handled the inquiry

If the beneficiary requests a copy of the report of contact, a response letter containing all

the information in the “Summary of Discussion” shall be sent. MACs may send the

information via e-mail or fax if requested by the beneficiary and if the response does not

contain any financial or PHI. It is not acceptable to send the report of contact itself. All

timeliness and quality guidelines for a written response apply to the response containing

the “Summary of Discussion.”

If the MAC cannot reach the beneficiary by telephone, the MAC shall develop a written

response. It is not acceptable to leave a message/response on the beneficiary’s voicemail

containing financial, PII, or PHI.