Self-Service Required Use for Telephone Reopenings - Effective June 1, 2020

Effective June 1, 2020, Noridian will require suppliers to use the Noridian Medicare Portal (NMP) for all reopenings that are available through the self-service reopening. Until then, Customer Service Representatives (CSRs) will educate callers on this functionality. If it is found that the reason for the telephone reopening request can be completed in the self-service option, the CSR will direct the caller back out to use this option.

To access specifics about the self-service reopening, select the webpage link.

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 with 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.

  • Loading Beneficiary Owned Equipment
  • Correcting the Referring Physician’s Name
  • Correcting the Referring Physician’s National Provider Identifier (NPI)
  • Claims that were rejected during the Self-Service Reopening process

 

            Last Updated Tue, 26 May 2020 17:27:55 +0000