Breaking the Ice: Contacting Customer Service

Recording of the 01/27/2026 webinar. Don't let your questions get left out in the cold! When you encounter a frosty patch in your operations, knowing when and how to engage WPS Customer Service is key to getting a warm resolution. This session provides: • Role of customer service • Types of inquiries customer service can take • Inquiries customer service cannot answer Resources: Change Request 13754: https://www.cms.gov/files/document/r1... IVR Operating Guide: https://www.wpsgha.com/guides-resourc... IVR Conversion Tools: https://www.wpsgha.com/tools/ivr-conv... IVR Tips & Tricks: https://www.wpsgha.com/guides-resourc... Medicare Administrative Contractor (MAC) Beneficiary and Provider Communications Manual, Chapter 6 - Provider Customer Service Program: https://www.cms.gov/regulations-and-g... Contact Us: https://www.wpsgha.com/contact Who Should I Call with Provider Enrollment Questions: https://www.cms.gov/Medicare/Provider... Portal User Manual: https://www.wpsgha.com/tools/portal-u... Chapters: 00:00 Welcome 03:19 Role of Customer Service 19:17 Types of Inquiries Customer Service Can Take 30:10 Inquiries Customer Service Cannot answer 35:06 Resources 39:49 Wrap-up