US · guidance
CMS Pub. 100-09, ch. 6, § 30.6.6
Hours of Operation
MACs shall make CSR telephone service available to callers continuously during normal business
hours, including lunch and breaks. Normal business hours for live telephone service are Monday through
Friday, 8:00 am through 4:00 pm for all time zones of the geographical area serviced.
MACs may shift the normal business hours for all time zones where provider call volume supports an
alternate schedule. MACs shall request approval for an alternate schedule by emailing the service
reports mailbox within 30 calendar days of the start of the contract year, or 1 month in advance of the
anticipated change within a contract year.
MACs don’t need annual approvals for previously approved alternate schedules if there are no
additional changes to the hours of operation.
History
(Rev. 13683; Issued: 04-08-26; Effective: 05-08-26; Implementation: 05-08-26)
Provenance
- Source
- cms.gov
- Retrieved
- 2026-08-25
- Edition
- iom-2026-08-25
- Content hash
ca5ba35ba772ca86eaef73d4d1c7de2155a934e1d536775af84f000d08191273
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