Frequently Asked Questions

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Getting Started with CCS

Who is CCS?

CCS is a leading provider of home-delivered medical supplies and collaborative care programs for people living with chronic conditions. We have 30 years of experience and a deep understanding of Medicare regulations and requirements to ensure that our customers receive the care they need and deserve.

What products and services does CCS offer?

CCS offers a wide range of products and services, including:

  • Home delivery of medical supplies: Insulin Pump/Continuous Glucose Monitoring Systems, Diabetes, Pharmacy, Urology, Ostomy, Wound Care, and Breast Pump
  • Disease and device education for those new to CGM and/or Insulin Pump
  • Personalized coaching and monitoring programs
  • Partnered with top manufacturers and trusted brands

How can CCS help you or your loved one?

CCS offers a range of essential services to assist you or your loved one in managing healthcare needs effectively. CCS can help you or a loved one through:

  • Insurance navigation, ensuring that you have a clear understanding of your coverage and how to maximize your benefits.
  • Accurate and timely delivery of supplies and medications, assuring you have what you need when you need it.
  • Guided onboarding is available to ensure you are well-educated with any new medical devices or advancements in technology.
  • Clinical education and support that are designed to help you stay on track with your treatment plan, offering you the knowledge and guidance necessary for you to be successful with your treatment plan.


CCS is part of your care team and understands the importance of a supportive and expert healthcare network. We deliver more than supplies, by focusing on holistic care to address medical, emotional, and practical needs. CCS provides support to help you adhere to your treatment plan, ensuring you stay on track towards better health.

Meet you where you are in your journey.


What manufacturers does CCS carry?

CCS partners with most manufacturers and offers well-known brands with a variety of inventory that is in-stock and available for home delivery, eliminating the need to wait in line at a pharmacy. View our products.

Enrollment/New to CCS

How do I become a CCS customer?

With three simple steps our team of experts will work on your behalf, so you get the equipment and supplies your doctor has prescribed. 

  1. Connect- After your doctor submits a referral, our enrollment team will reach out to you.
  2. Benefits Confirmation- We’ll verify coverage and find saving whenever possible.
  3. Authorize Order- Receive your supplies with our free shipping.

Does CCS offer language assistance?

Yes, CCS has access to a language interpreter to support customers.

When can I expect my first shipment?

Once you have authorized your order, coverage and benefits have been confirmed and all required documentation is on file, your first shipment will be sent. Your shipment will include a welcome kit of materials and resources about CCS, how to reorder, and other ways we can support you.


How much will my supplies cost?

CCS will verify your medical and/or pharmacy benefit and eligibility with your insurance company. Once that is confirmed, you will be notified if you have any out-of-pocket costs associated with your order. Our team of experts always looks for ways to save you money!

Am I covered with CCS under my insurance type? Or Does CCS take my insurance?

CCS is contracted with over 1800 in-network care plans. Click here to see if we are contracted with your insurance. We can help verify your benefits and coverage.


What forms of payment does CCS accept?

CCS accepts all major credit cards, and health savings accounts (HSA/Flex Card).

What if I cannot afford my supplies?

CCS recognizes that some individuals may need assistance affording important supplies and other resources to best manage their chronic condition. We never want anyone to sacrifice their health. We are here to ensure you receive the support and care you deserve. Financial Assistance is available through various non-profit organizations to help you pay for healthcare costs. View our patient resources.

Advance Care Credit: We have partnered with Advance Care Card to assist you with financing your medical expenses. This includes supplies, co-pay, co-insurance, and deductibles. The Advance Care Card has several options available to fit your needs offering 6–14-month, interest-free financing. To apply for this benefit, you may contact Advance Care Card at 1.800.432.9470 or visit their website

As a CCS customer, can I make a payment online?

Yes, existing CCS customers can make payments on MyCCSmed, our customer portal. To register your account on MyCCSMed, click here.

Does CCS offer payment plans?

Yes, CCS offers recurring payment plans for past due balances and when you place your order. You may contact our billing department at [email protected] for more information.

Can I purchase items through CCS that are not covered by my insurance?

If an item offered through CCS is not covered by your insurance, it may be available for cash pay. Please contact [email protected] to inquire about the item you are requesting to see if it is available for paying out of pocket.

Shipping & Returns

Where does CCS ship?

CCS offers domestic shipping covering all 50 states in the United States. This includes all US territories, Army Post Offices (APOs), and Fleet Post Offices (FPOs). We want to make sure you receive the supplies you need, regardless of your location. Please keep in mind shipping to military outposts may take longer than shipping to a domestic address. Your patience and understanding are appreciated as we work diligently to ensure your needs are met.

How will my order from CCS be delivered?

CCS ships through UPS primarily. If you have a PO Box listed as your shipping address, you will receive your order through USPS carrier services.

I authorized my (re)order with CCS two weeks ago. Where is my order?

Order authorization, or consent, gives CCS permission to process your order. Consent and shipment dates are different. Consent can be given before the shipment date is due. Once the shipment date arrives, CCS can process your order as efficiently as possible if the authorization has already been received. We must follow the shipping guidelines your insurance has in place. Your order will be shipped as soon as we are able to do so. To check the status of your order, log into your MyCCSMed customer portal.

My order with CCS has been delayed due to a natural disaster. What can I do to get supplies?

We understand you are experiencing a weather-related delay in receiving your order. CCS cannot ship a second order immediately, as the new shipment will also be delayed. Please contact your local doctor’s office for assistance in your area.

How long does it take for CCS to ship my order?

Once your order is ready to be shipped, you will receive an SMS text message and email confirmation with your tracking information. Shipping timelines vary based on your location.

Does CCS offer free shipping?

Yes, CCS provides free standard shipping for all orders. 

Can I pay for expedited shipping?

We always offer standard free shipping; overnight shipping is available for $25. 

Can I get my shipment delivered early?

  • At CCS, our primary goal is to get you your supplies as soon as possible. You may contact your insurance or manufacturer for emergency supplies. If your usage has increased, please contact your doctor and we can work with your care team and insurance to see if we can ship additional supplies. 
  • If traveling out of the country, we recommend sending your supplies to a family member in the U.S. and they can forward them to you.

How can I update my shipping address with CCS?

If you are an existing customer, visit the customer portal MyCCSMed to update your shipping information. 

Can I return my supplies to CCS?

Yes, any unopened supplies can be returned within 30 days of the shipment date. Instructions on how to return your supplies can be found in your supply box.

How do I return my supplies to CCS?

Return information can be found in your supply box. Any unopened supplies can be returned if within 30 days of the shipment date. If an item/package is opened, it cannot be returned. Contact us at [email protected] if additional assistance is needed.

How can I start an exchange with CCS?

CCS understands that sometimes there is a need to exchange supplies received. If you are eligible for an exchange, CCS is happy to help you with this process. To start an exchange with CCS, contact us at [email protected] with the item number, product name, and quantity you need to exchange along with the newly requested item. A CCS Patient Support representative will contact you to provide more instructions.

What should I do if the product received from CCS is damaged or has a defect?

  • For damaged OU, Woundcare, and Breast Pump supplies contact CCS.
  • All other supply lines, you will need to contact the manufacturer directly. Below is the contact information for each manufacturer:
    • Abbott: 855.632.8658
    • Bayer (Ascensia): 800.348.8100
    • Clever Choice (Simple Diagnostics): 877.342.2385
    • Dexcom: 888.738.3646
    • Medtronic 800.646.4633 ext. 21002
    • Nova: 800.681.7390
    • OmniPod (Insulet): 800.591.3455
    • One Touch (Lifescan): 800.227.8862
    • Roche (Accu-check): 800.858.8072
    • Tandem: 877.801.6901
    • Telcare: 888.666.4530
    • True Metrix (Nipro Diagnostics): 800.803.6025

Orders/Account Information

How do I check the status of my order with CCS?

Existing CCS customers can log-in to the customer portal MyCCSMed to check the status of your order. If you have not yet registered for MyCCSMed, create an account now.

What information is available through the MyCCSMed customer portal?

In the MyCCSMed customer portal, you will have access to authorize your next order for shipment, update your information, check the status of your order, view your order history, and manage payments.

Whom do I contact if I have problems or questions related to the customer portal MyCCSMed ?

You may contact the portal assistance hotline at 1.800.413.2875. 

How can I reorder my supplies through CCS?

  • The quickest and easiest way to reorder supplies from CCS is using MyCCSMed, our customer portal. If you need additional help, call: 1.888.633.4225
  • If you do not have access to the internet, we offer mail-in ordering.
  • We also offer courtesy calls when it is time to reorder.

How can I change my name on my account?

Your name change must be updated with your insurance before we can make changes to your customer account. Once this has been updated, you may change your name on your MyCCSMed customer portal.

Clinical Coaching & Education

What is LivingLinked®?

LivingLinked® is a clinical education program developed by CCS to better onboard individuals new to a pump or Continuous Glucose Monitor. With support from our Certified Diabetes Care and Education Specialists (CDCES), patients are more likely to get started on therapy successfully– resulting in better engagement, medication adherence, reduced costs, and improved quality of life for people living with diabetes.

What is LivingConnected®?

LivingConnected® (LC) program is an innovative health solution, which enables those with diabetes to live healthier lives. We do this through four key elements of healthy living: Diabetes Education, Medication Adherence, Regular Monitoring, and Clinical Intervention. This unique program has been designed to increase engagement, improve clinical outcomes, and to reduce the costs associated with diabetes.

How does the LivingConnected® program work?

Members in this program receive cellular-enabled or Bluetooth glucose meter and diabetes monitoring supplies for little to no out-of-pocket cost. These smart devices transmit block glucose readings and other data to a HIPAA secure cloud environment in near real-time. Real-time delivery of glucose data allows our clinical education team to observe the data, and intervene by email, text, or live calls when a patient’s blood glucose is running too high or too low. Results and personal health records may be instantly shared with the member’s physician, case manager, health plan, or family members.

How does clinical monitoring and coaching work?

Certified Diabetes Care and Education Specialists monitor and observe member blood glucose readings and other data (date, time, and tag if available) on a 24/7/365 basis. Clinical triggers plus non-adherence to glucose testing are actively monitored. CDCES deploy escalating communications protocols designed to support best practice self-management, or to intervene if the readings run too high or too low. Communications protocols include emails, SMS text, IVR calls, and live calls to members. CDCEs also provide ongoing diabetes education for those who need additional support.

How do I sign up for upcoming educational webinars?

You will receive a monthly email reminding you of the upcoming webinars. You can also register for one of the webinars by clicking here.

How can I recommend a topic for a future webinar?

Please email [email protected] to share your recommendation. Your topic may be featured in an upcoming webinar with our clinical experts.

Glossary of Terms

Advance Beneficiary Notice (ABN)

An ABN is a notice you will get before getting a medical item or service that is not covered by Medicare. This notice needs to be completed when you do not meet criteria for Medicare to cover supplies, but you want us to send you the supplies anyway. Most often this is done with you have a secondary plan that will consider payment if Medicare denies. An ABN must be obtained before we can ship. You may request and/or return the ABN at [email protected]

Coordination of Benefits (COB)

  • This is a process your insurance company uses to determine which insurance plan will pay first when you have more than one health insurance plan. It avoids duplicate payments and ensures that you receive the maximum benefit possible.
  • You may need to contact your insurance to update your coverage if you have more than one insurance. Turnaround time for COB issues is typically resolved in 24-48 hours once reported.


Your out-of-pocket expense for items such as deductible, copay and/or co-insurance are established by your insurance plan. CCS Medical does not set these amounts. The final amount you will pay for the order placed cannot be determined until we receive the final processed claim from your insurance company. We have provided you with a good faith estimate of your out-of-pocket expenses based on the information your insurance provided us at the time of verification. This quote is not a guarantee of payment. Your responsibility will be determined at the time of claims payment.

Explanation of Benefits (EOB)

  • An explanation of benefits (EOB) is a document sent to you by your health insurance company to explain how they processed a claim for the services you received. It will show you the following information: 
    • The services you received
    • The amount your health insurance company paid
    • The amount you owe
    • Any deductibles or copays you may have paid
    • Any other information about your claim, such as denials or pending charges
  • The EOB is not a bill, but it is an important document to keep track of your health insurance coverage. You should review your EOB carefully to make sure that you understand what your insurance company paid and what you owe. If you have any questions about your EOB, you should contact your insurance company.

Contact Us

How can I contact CCS?

There are multiple ways to contact CCS. To access our email and phone numbers, please click here.

What are the hours of operations for CCS?

  • 9 a.m. – 6 p.m. ET, Monday – Friday
  • 8 a.m. – 6 p.m. ET, Saturday (Pharmacy Only)
  • Holiday hours may vary. Closures will be shared on our Facebook page.