Customer Service


For assistance with claims, billing, or member card questions, please call or write to our Customer Service. We will be happy to help you.

Call Us


From October 1st - February 14th:
8:00 a.m. - 8:00 p.m., seven days a week
From February 15th - September 30:
8:00 a.m. - 8:00 p.m., Monday - Friday

(541) 385-5315 - Bend

(541) 225-3771 - Springfield

(208) 433-4612 - Boise

(888) 863-3637 - Toll-Free

(800) 735-2900 - TTY

Write Us


PacificSource Medicare
Customer Service Department
PO Box 7469
Bend, OR 97708
MedicareCS@PacificSource.com

Fax Us


(541) 322-6423

Office Locations


Bend Headquarters
2965 NE Conners Avenue
Bend, OR 97701
Springfield Regional Office
110 International Way
Springfield, OR 97477
Boise Regional Office
408 E. Parkcenter Boulevard
Suite 100
Boise, ID 83706

Coverage Decisions for Medical Care or Part D Prescription Drugs


A coverage decision is a decision we make about your benefits and coverage or about the amount we will pay for your medical services or drugs. We are making a coverage decision for you whenever we decide what is covered for you and how much we pay. In some cases we might decide a service or drug is not covered or is no longer covered by Medicare for you. If you disagree with this coverage decision, you can make an appeal. Please see the section below about appeals.

Call Us


From October 1st - February 14th:
8:00 a.m. - 8:00 p.m., seven days a week
From February 15th - September 30:
8:00 a.m. - 8:00 p.m., Monday - Friday

(541) 385-5315 - Bend

(541) 225-3771 - Springfield

(208) 433-4612 - Boise

(888) 863-3637 - Toll-Free

(800) 735-2900 - TTY

(888) 437-7728 - 24 Hour Line for standard or expedited coverage decisions

Fax Us


For Medical Coverage Decisions:
(541) 382-2952

For Prescription Coverage Decisions:
(541) 330-2528
(800) 366-4873 Toll-free

Note to Providers: Effective November 1, 2014, we are requesting that medication authorizations be submitted online via the InTouch portal (link above). This transition is being implemented to allow faster turnaround on medication authorization requests.

Write Us


For Medical Coverage Decisions:

PacificSource Medicare
PO Box 7469
Bend, OR 97708

For Prescription Coverage Decisions:

PacificSource Medicare
Attn: Pharmacy Services Department
PO Box 7469
Bend, OR 97708

For general questions about your Prescription Drug Coverage OR to initiate a Coverage Determination, you can contact us via our secure messaging system at: PharmacyServices-Government@PacificSource.com.

Payment Requests


If you ask us for reimbursement or to pay a bill you have received from a provider for covered medical services or drugs, we are making a coverage decision for you whenever we decide what is covered for you and how much we pay. In some cases we might decide a service or drug is not covered or is no longer covered by Medicare for you. If you disagree with this coverage decision, you can make an appeal. Please see the section below about appeals.

Call Us


From October 1st - February 14th:
8:00 a.m. - 8:00 p.m., seven days a week
From February 15th - September 30:
8:00 a.m. - 8:00 p.m., Monday - Friday

(541) 385-5315 - Bend

(541) 225-3771 - Springfield

(208) 433-4612 - Boise

(888) 863-3637 - Toll-Free

(800) 735-2900 - TTY

Fax Us


For Medical Payment Requests:
(541) 322-6423

For Prescription Payment Requests:
(541) 382-4225

Write Us


For Medical Payment Requests:

PacificSource Medicare
Claims Department
PO Box 7469
Bend, OR 97708

For Prescription Payment Requests:

CVS Caremark
Attn: Claims Department
PO Box 52136
Phoenix, AZ 85072-2136

Our Office Location


Bend Headquarters
8:00 a.m. - 5:00 p.m.
Monday - Friday
2965 NE Conners Avenue
Bend, OR 97701

Complaints for Medical Care or Part D Prescription Drugs


A complaint is when you have a problem or concern with the quality of care, respect of your privacy, waiting times, information your get from us, customer service, timelines for coverage decisions and appeals, or other concerns. This type of complaint does not involve a coverage decision or a payment dispute. If your problem is about the plan’s coverage or payment, you should look at the section above about making an appeal.

Call Us


From October 1st - February 14th:
8:00 a.m. - 8:00 p.m., seven days a week
From February 15th - September 30:
8:00 a.m. - 8:00 p.m., Monday - Friday

(541) 385-5315 - Bend

(541) 225-3771 - Springfield

(208) 433-4612 - Boise

(888) 863-3637 - Toll-Free

(800) 735-2900 - TTY

Fax Us


(541) 322-6424

Write Us


PacificSource Medicare
Grievance and Appeals Department
PO Box 7469
Bend, OR 97708

Appeals for Medical Care or Part D Prescription Drugs


If we make a coverage decision and you are not satisfied with this decision, you can “appeal” the decision. An appeal is a formal way of asking us to review and change a coverage decision we have made. When you make an appeal, we review the coverage decision we have made to check to see if we were following all of the rules properly. Your appeal is handled by different reviewers than those who made the original unfavorable decision. When we have completed the review we give you our decision.

Call Us


From October 1st - February 14th:
8:00 a.m. - 8:00 p.m., seven days a week
From February 15th - September 30:
8:00 a.m. - 8:00 p.m., Monday - Friday

(541) 385-5315 - Bend

(541) 225-3771 - Springfield

(208) 433-4612 - Boise

(888) 863-3637 - Toll-Free

(800) 735-2900 - TTY

Fax Us


(541) 322-6424

Write Us


PacificSource Medicare
Grievance and Appeals Department
PO Box 7469
Bend, OR 97708

Provider Contracting Questions


For questions about Provider Contracting, please call one of the phone numbers listed below and ask for Provider Network.

Call Us


From October 1st - February 14th:
8:00 a.m. - 8:00 p.m., seven days a week
From February 15th - September 30:
8:00 a.m. - 8:00 p.m., Monday - Friday

(541) 385-5315 - Bend

(541) 225-3771 - Springfield

(208) 433-4612 - Boise

(888) 863-3637 - Toll-Free

(800) 735-2900 - TTY