None at this time. 

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WPS PARTS A & B

Process Change for Customer Service
To better serve our providers and streamline call handling, the Provider Contact Center (PCC) will accept only one NPI and PTAN combination per phone call, effective August 4, 2025.

This change is being made to improve call efficiency, decrease call wait times, and ensure quicker resolution of your inquiries.

What This Means for You:
Going forward, each call to the PCC must focus on a single NPI/PTAN combination. If you need assistance with multiple combinations, please place separate calls for each one. This allows our team to handle your phone calls more efficiently.

Be Prepared Before Your Call
To help make your call as smooth and efficient as possible, please have the following information ready:

• NPI/PTAN combination for the inquiry
• Last five digits of your Tax ID
• For claim-specific questions:
  • Patient’s last name and first initial
  • Date of service
  • Relevant claim billing details

Being prepared upfront will reduce the likelihood of needing to call back.

As a reminder, WPS offers the Secure Net Access Portal (SNAP), as a free and convenient option to check claim status, claim denials, and patient eligibility. SNAP provides quick access to essential information, helping you manage claims without cost. You can enroll here.

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CERT Awareness Month: Steps to Take if You Get a CERT Documentation Request
The Part A, Part B, Durable Medical Equipment (DME), Home Health and Hospice, and Railroad Board Medicare Administrative Contractors (MACs) are working together to promote the importance of complying with CERT documentation requests. This is the second of four articles in our CERT Awareness Month. 

To be compliant and ensure a timely response to CERT Review Contractor (RC) documentation requests:

1. Review the CERT RC letter request for these important sections

• Action: Medical Records Required
  • This is the list of records to support claim payment
• When: “Date”
  • This is the deadline for providing medical records to the CERT RC

2. Prepare the records for submission

• Locate and assemble all records listed on the CERT RC’s letter
• Identify if anything is missing, and if so, take action to obtain the needed record(s)
• Make copies and keep the originals

3. Submit the information by the deadline

• Follow instructions on the CERT RC’s letter
• Place the CERT RC’s bar-coded cover sheet in front of your records
• Follow up by accessing the CERT RC C3HUB. The Claim Status Search feature will confirm if the CERT RC got your records. Failure to submit the requested documentation to the CERT RC may result in a recoupment of payment.

CERT Resources

• CERT Background  
• Complying With Medical Records Documentation Requirements Fact Sheet
• Provider Minute: The Importance of Proper Documentation (video)

Related Article

• CERT Awareness Month: 2025 CERT Documentation Deadline 
  • Providers and suppliers must send all requested documentation to the CERT Review Contractor (RC) by Thursday, August 7, 2025, for claims submitted July 1, 2023 – June 30, 2024. 

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