All,

Wanted to get this CMS update out to all of you as quickly as possible.  I’ve created and attached a Word copy of the CMS update memo for those that may not have Adobe on your computer.   Thanks to Rebecca Kinney and Melissa Simpson for their continued work with CMS to ensure the issues with plan finder are addressed.      

 

 

 

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Hello Everyone,

 

I have a couple quick updates/reminders for you on OEP:

• Update from CMS:  CMS sent over the attached email earlier today with an overview of the issues that the SHIPs have been reporting and CMS’s response/activities.  Please take a look and share this information with your teams as appropriate.
• Be sure to close your browser between every session:  Please be sure your teams know that they must close out their browser windows (all of them) between counseling sessions.  This is the only way to ensure that you have successfully logged out of the prior beneficiary’s search results.  Failing to do this will likely lead to inaccurate results for the next beneficiary.
• Reporting MPF Issues:  Please be sure to continue to contact CMS with Plan Finder issues as they arise.  Please also share any major issues you are experiencing with your ACL Project Officer to keep ACL up to speed on what you are experiencing.
• SHIP Unique IDs:  The SHIP Unique IDs may help in troubleshooting some of the issues counselors are experiencing, however, it is important to remember that the Unique ID does not give SHIPs special access to the 1-800-Medicare Customer Service Representatives (CSRs).  The Unique IDs ensure that the CSRs can work with you to resolve issues on behalf of the beneficiary but it cannot reduce the amount of time you may have to wait for service.  This is particularly noticeable during times of high volume such as OEP. 
• Problems with Unique IDs should be reported to ACL via the xxxxxx@acl.hhs.gov mailbox.  Please be sure to include the following details when reporting issues:
• Date and time of incident
• Phone # the Unique ID user called from
• SHIP counselor’s Unique ID number
• CSR name (if possible)
• A brief description (a few sentences) of the issue.
• Major OEP Events: Please share any major OEP event details with your ACL Project Officer.  Many of you may already be coordinating with CMS on these events which is great.  Please continue to do so but also loop in your ACL PO if you haven’t done so already.  This will help us compile an overview of all OEP activities. 

 

Again, please continue to share questions and issues with ACL and CMS as they arise.   We will continue to share updates as we receive them.

 

Good luck with the remainder of OEP. 

 

Best,

 

Rebecca M Kinney

Director, Office of Healthcare Information and Counseling

Administration for Community Living

U.S. Department of Health and Human Services

Office: (202) 795-7375

xxxxxx@acl.hhs.gov

 

 

 

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