Additional Self-Service Requirements Effective February 5, 2024

In accordance with Internet Only Manual (IOM), Publication 100-09, CMS requires the use of self-service tools to verify at a minimum, all claim status and patient eligibility information. The use of these tools prevents unnecessary denials for providers and helps ensure proper payment of claims. To remain in compliance with CMS guidelines, effective February 5, 2024, Noridian’s A/B Contact Centers will no longer disclose any claim or eligibility information that can instead be obtained via using a self-service tool. Medicare self-service tools include:

Representatives will continue to be available to assist providers with how to use self-service tools, but any information available via these tools will be required to be obtained via the respective self-service tools.

To further assist providers, Noridian has also published regular updates and webinars on these topics. Until February 5, 2024, Noridian representatives will assist with a single claim denial that can be resolved via the use of a self-service tool. (e.g., the patient having another insurance to Medicare) as a courtesy to help providers better understand what specific claim adjustment reason codes (CARC) and Remittance advice remark codes (RARC) mean to prepare for this change.

Noridian requests this information be shared with all provider staff to ensure they abide by Medicare’s requirements.


Last Updated Jan 25 , 2024