CMS Pub. 100-09, ch. 6, § 50

MACs shall use self-service and electronic communication technologies as efficient, cost-effective

means to disseminate Medicare provider information, education, and assistance. MACs shall take every

opportunity to market, educate providers about, and encourage the use of their self-service technologies.

These educational opportunities shall at least include messages to providers in marketing materials,

educational seminars, electronic mailing list messages, and instructions on the MAC’s provider

education website and IVR system.

To successfully manage the provider inquiry workload MACs shall increase and enhance the self-service technology tools available to Medicare providers and require providers to use these tools when

appropriate. Self-service technology allows PCCs to handle provider calls more efficiently by giving

providers access to information without direct personal assistance from MAC staff. MACs shall offer

a variety of self-service options to providers including, but not limited to:

• IVR system for telephone inquiries

• Provider education website

• Web-based provider educational offerings

• Electronic mailing lists

• Social media (optional, at the MACs discretion)

• MAC secure internet portal (see the “Medicare Administrative Contractor Provider

Portal Handbook”)

MACs can require providers (and their representatives) to use their IVR, secure internet portal, public

website and other self-service tools to obtain readily available information.

MACs shall expand the use of their self-service options and offerings, as appropriate, and shall

routinely analyze the options and their utilization to determine whether and how to expand these

offerings.