Resetting PIN Through Telephone Service Center

December 7, 2020

Active Medi-Cal fee-for-service providers with seven-character Provider Identification Numbers (PINs) may now request a Telephone Service Center (TSC) agent to reset their PIN.

The PIN is the additional validation of an enrolled provider’s identity that is used when a provider conducts business transactions with the Medi-Cal program and the Fiscal Intermediary (FI). Some examples of transactions requiring use of the PIN include recipient eligibility verification and accessing the Transactions area of the Medi-Cal website.

Callers qualify to have their PIN reset only after caller validation protocols are completed.

Once the caller is validated, the TSC agent can reset the PIN and release the PIN over the telephone. Providers do not need to wait for notification through the mail. TSC agents who cannot validate the required information cannot reset the PIN.

If the information is not adequate, the provider may have another qualified person in their office reattempt the PIN reset or they may request a PIN reset using the existing paper process. Providers may refer to “How to Obtain Enrollment and Medi-Cal Supplemental Changes Forms” in the Part 1, Provider Guidelines, provider manual section for more information.

Due to certain provider requirements, PIN resets through TSC are not allowable for select providers, including, but not limited to, dental and mental health providers. PIN resets are real-time and immediate; however, it will take up to two hours before data files will be available (for example, the PDF RAD and HIPAA eligibility files). An informational message will be displayed on the Medi-Cal website to inform providers that data files are not available until the PIN re-encryption process is completed.

Information about PIN resets has been added to the PDF RAD Web Portal User Guide. Additionally, information about PINs has been streamlined under the “Contacting Medi-Cal” heading on the FAQs page of the Medi-Cal website.

Updated manual pages reflecting this change will be released in a future Medi-Cal Update.