CMS Pub. 100-09, ch. 6, § 10.3

Since the PCSP is an integration of POE, PCC and PSS activities, MACs shall regularly review their

operations to find ways to integrate these activities and existing resources to provide a comprehensive

PCSP for providers in their jurisdiction. Examples include having CSRs relay information to providers

about how to access or register for upcoming provider training or how to use available self-service tools

or to publicize the MAC’s provider education website and portal while callers are on hold. We

encourage collaboration between POE and PCC staff, including CSRs, to accomplish their respective

tasks. This collaboration may occur during regularly scheduled CSR training classes to avoid taking

additional time from PCC operations.

MACs shall coordinate internally with staff in appropriate areas including medical review (MR),

provider enrollment (PE), electronic data interchange (EDI), systems, appeals, Medicare secondary

payer (MSP), and program integrity (PI) to share and communicate identified issues. At a minimum,

the MACs shall hold periodic meetings with these various components to discuss provider issues and

potential resolutions. MACs shall document these meetings and activities and provide this information

to CMS upon request.

MACs shall submit a high-level organizational chart for their PCSP within 60 calendar days after the

cutover date of the MAC contract (if more than one cutover date, within 60 calendar days after the

earliest cutover date) or within 7 calendar days after the information becomes available to the

provider services mailbox. If the due date falls on a weekend or holiday, MACs shall submit the chart

by close of business on the next business day. MACs shall submit a revised organizational chart within

14 days of making changes.