Contact Us
We are the Beneficiary and Family Centered Care Quality Improvement Organization, working to improve the quality of care for Medicare beneficiaries. Our site offers beneficiary and family-centered care information for providers, patients, and families. Welcome!
Helpline Hours of Operation
Weekdays: 9:00 a.m. to 5:00 p.m.
Eastern, Central, Mountain, Pacific, Alaska, and Hawaii-Aleutian time
Weekends and Holidays (as shown below): 10:00 a.m. to 4:00 p.m.
Eastern, Central, Mountain, Pacific, Alaska, and Hawaii-Aleutian time
Leaving Messages and Translation Services
- If you want to call outside of normal business hours, you can leave a message at Acentra Health’s toll-free numbers 24 hours a day, seven days a week.
- Translation services are available for those who do not speak English.
2026 Holidays
| New Year’s Day (January 1) Martin Luther King Jr. Day (January 19) Memorial Day (May 25) Juneteenth (June 19) Independence Day (July 4) |
Labor Day (September 7) Veterans Day (November 11) Thanksgiving Day (November 26) Christmas Day (December 25) |
Contact Information
If you don't see your state listed below, please contact Commence Health.
| Region 1 | Region 4 | Region 6 | Region 8 | Region 10 |
|---|---|---|---|---|
| Connecticut Massachusetts Maine New Hampshire Rhode Island Vermont | Alabama Florida Georgia Kentucky Mississippi North Carolina South Carolina Tennessee | Arkansas Louisiana New Mexico Oklahoma Texas | Colorado Montana North Dakota South Dakota Utah Wyoming | Alaska Idaho Oregon Washington |
Toll-free Phone TTY Toll-free Fax** Mailing Address | Toll-free Phone TTY Toll-free Fax** Mailing Address | Toll-free Phone TTY Toll-free Fax** Mailing Address | Toll-free Phone TTY Toll-free Fax** Mailing Address | Toll-free Phone TTY Toll-free Fax** Mailing Address |
*A TTY (teletypewriter) is a special device that lets people who are deaf, hard of hearing, or speech-impaired use the telephone to communicate, by allowing them to type messages back and forth to one another instead of talking and listening. A TTY is required at both ends of the conversation in order to communicate.
**Healthcare providers: Effective October 1, 2020, providers are to send medical records to Acentra Health electronically. Please refer to your medical record request or visit our medical records page for more information.
General Contact Information
- If you need a status update for an appeals case that has been started, please use our online Case Status Tool that is available 24/7: Case Status Tool
- If you have specific questions about a case other than the status of an appeal that aren’t answered by our website, please call the toll-free number for your state listed above.
- If you are someone who has Medicare and want to file a quality of care complaint, please visit our beneficiary complaints page: How to File a Quality of Care Complaint
- If you have general questions (e.g., "When is your next webinar about Acentra Health services?"), please send an email to QIOCommunications@acentra.com. Acentra Health is not able to provide case status updates via this e-mail. Case-related information needs to be given to Acentra Health by telephone, not email (for security reasons). When sending emails, do not send personal, protected health information (PHI), such as medical records, Medicare number, patient/provider name, or additional case follow-up details through this email address.
BFCC-QIO INFORMATION FOR:
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