Medicare Contractor Beneficiary and Provider 
Communications Manual 
(Rev. 1, 10-01-03) 
Crosswalk to Old Manuals 
Section  = Section number in this manual 
PM = Program Memoranda 
 
Section  Intermediary  Carrier  PM  Description 
Pub 13  Pub 14 
10        Introduction 
20  A2-2957  B2-5100    Contractor Identification on Medicare 
Communications and Prohibitions on Use of 
Promotional Messages 
20  A3-3701      Contractor Identification on Medicare 
Communications and Prohibitions on Use of 
Promotional Messages 
20.1    B2-5106    Signature on Correspondence with 
Physicians and Beneficiaries  
30  A2-2958  B2-5104    Beneficiary Services 
30.1  A2-2958A  B2-5104A    Guidelines for Handling Telephone Inquiries
30.1.1  A2-2958A  B2-5104A    Toll-Free Network Services 
30.1.2  A2-2958A  B2-5104A    Publication of Toll Free Numbers 
30.1.3  A2-2958A  B2-5104A    Call Handling Requirements 
30.1.4  A2-2958A  B2-5104A    CSAMS Reporting Requirements 
30.1.5  A2-2958A  B2-5104A    CSR Qualifications 
30.1.6  A2-2958A  B2-5104A    CSR Training 
30.1.7  A2-2958A  B2-5104A    Quality Call Monitoring 
30.1.8  A2-2958A  B2-5104A    Disclosure of Information 
30.1.9  A2-2958A  B2-5104A    Fraud and Abuse 
30.1.10  A2-2958A  B2-5104A    Next Generation Desktop 
30.1.11  A2-2958A  B2-5104A    Publication Requests 
30.1.12  A2-2958A  B2-5104A    MEDPARD  Section  Intermediary  Carrier  PM  Description 
Pub 13  Pub 14 
30.1.13  A2-2958A  B2-5104A    Cll Center User Group 
30.1.14  A2-2958A  B2-5104A    Performance Improvements 
30.2  A2-2958B  B2-5104B    Guidelines for Handling Written Inquiries 
30.2.1  A2-2958B  B2-5104B    Contractor Guidelines for High Quality 
Written Responses to Inquiries 
30.2.2  A2-2958B  B2-5104B    Replying to Correspondence from Members 
of Congress 
30.2.3  A2-2958B  B2-5104B    Content of Request for Refund Letter 
30.3  A2-2958C  B2-5104C    Walk-in Inquiries 
30.3.1  A2-2958C2  B2-5104C2    Guidelines for High Quality Walk-in Service
30.4  A2-2958C  B2-5104C    Surveys 
40  A2-2959  B2-5105    Provider Services 
40.1  A2-2959A  B2-5105A    Written Inquiries 
40.1.1  A2-2959A  B2-5105A    Requirements for Handling Written Inquiries 
40.1.2  A2-2959A/B  B2-5105A/B   Requirements for Responding to Inquiries 
40.2  A2-2959C  B2-5105C  AB-02-006 Telephone Inquiries 
40.3  A2-2959D  B2-5105D    Processes for Line Changes, Troubleshooting 
and Disaster Recovery 
50  A2 2965  B2-5107    Provider/Supplier Communications  
Provider/Supplier Education and Training 
50.1  A2 2965  B2-5107    Program Elements 
50.2  A2 2965  B2-5107    Program Administration 
50.3  A2 2965  B2-5107    Charging Fees to Providers/Suppliers for 
Medicare Education and Training Activities 
60      AB-02-94  Addendum A - Disclosure Desk Reference 
for Call Centers 
70    B3-4630    Correct Coding Initiative 
70.1    B3-4630A    Effective Date/Scope 
70.2    B3-4630B    MSN Messages 
70.3    B3-4630C    Remittance Notice Messages  Section  Intermediary  Carrier  PM  Description 
Pub 13  Pub 14 
70.4    B3-4630D    Correct Coding Modifier Indicators and 
HCPCS Modifiers 
70.5    B3-4630E    Limiting Charge 
70.6    B3-4630F    Appeals 
70.7    B3-4630G    Savings Report 
70.8    B3-4630H    National Technical Information Service 
(NTIS), Department of Commerce 
70.9    B3-4630I    Adjustments 
70.10    B3-4630J    Professional Component Modifier 
70.11    B3-4630K    Ambulatory Surgical Center (ASC) Facility 
70.12    B3-4630L    Correspondence Language 
70.13    B3-4630M    Correct Coding Edit Files