Important changes took effect May 23, 2008, in conjunction with final implementation of the national provider identifier (NPI).

Medicare guidelines now require that contractors ask providers for both their provider transaction access number (PTAN) and NPI number, via First Coast Service Options Inc.’s (FCSO) interactive voice response (IVR) and customer service representative (CSR) lines. Therefore, it is vitally important you have this information available when calling any of our service lines.

FCSO recognizes that some providers may have new NPI numbers as a result of a change you may have made. When calling our service lines, please be prepared to provide your most current NPI number. Having the most current NPI number can help us in validating this information at the start of each call.

Note: If you call the IVR only to obtain status and/or check information, we recommend that you use the PTAN where the services were rendered. Providers will likely receive a faster response to status and check inquiries if this process is followed.

FCSO is aware that some providers have one NPI and multiple PTANs and multiple NPIs to one PTAN. When calling the IVR line, our system is able to validate multiple NPI/PTAN combinations. However, it is possible you may experience a short delay while your information is being validated. We ask that you be patient and not hang up; the IVR will most likely be able to provide the information you need. Providers are encouraged not to call the CSR line for status, eligibility, and other information currently available via our IVR systems. CSRs are required to redirect providers back to the IVR to obtain any information available via the IVR systems.

Our goal to provide the best service possible and answer calls as quickly as we can. If you experience a higher than normal wait time, we recommend that you consider calling back at a different time. The best times to call are between 8:00 a.m. and 9:00 a.m.

Note: Providers are encouraged not to call the CSR line for status, eligibility, and other information currently available via our IVR systems. CSRs are required to redirect providers to the IVR to obtain any information available via the IVR systems.