Using the New Call Center Phone Menu
As previously communicated, on October 12, MaineCare launched a new interactive voice response (IVR) system, Gabby, to enhance the provider self-service experience and help callers to Provider Services access information more quickly and efficiently.
Gabby can assist with five common inquiry types:
- Claim Status
- Prior Authorizations
- Member Eligibility
- Payments
- Provider Enrollment
When you call, simply tell Gabby which of these topics best matches your reason for calling. Depending on your inquiry, Gabby will ask for basic information, such as your NPI, Tax ID, or a member ID, to verify your request. Please have this information ready before you call so that you can quickly provide it to Gabby. Gabby will prompt multiple times for the information it needs to proceed. If you do not provide a valid response, Gabby will disconnect.
Once your information is validated, Gabby will guide you through additional prompts to help you obtain the information you need.
If your inquiry is not related to one of the self-service options listed above, tell Gabby "other" to connect with a customer service representative for further assistance. You can ask to speak to customer service representative or agent at any time.
In addition, to give providers expanded time for support, on Thursday, October 15, 2026, the Call Center will be open until 7:00 PM.
As a reminder, in addition to calling Provider Services at 1-866-690-5585, you can also email MaineCareprovider@gainwelltechnologies.com. For MaineCare Partner Portal issues, you can email MaineCaresupport@gainwelltechnologies.com.