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Medicare Advantage and Prescription Drug Plans December 28 ...

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Plan Communications User Guide Appendices, Version 6.3<br />

Special Note:<br />

For assistance with Beneficiary-specific issues with enrollments, disenrollments, cancellations,<br />

<strong>and</strong> changes, <strong>Plans</strong> should contact their designated CMS regional caseworker.<br />

<strong>Plans</strong> should e-mail their inquiry or research request for enrollment issues to the home Regional<br />

Office (RO) associated with their Beneficiary’s address at PartDComplaints_RO#@cms.hhs.gov<br />

Note: Replace the # sign in the above e-mail address with the specific RO number from the list<br />

above. For example: if the Beneficiary resides in Baltimore, send the inquiry to the Philadelphia<br />

RO using the following e-mail address:<br />

Example: PartDComplaints_RO3@cms.hhs.gov<br />

Please Note: <strong>Plans</strong> should report premium or other Plan Payment issues directly to their DPO<br />

contact listed on Page B-2 <strong>and</strong> not to the ROs/caseworkers. Also, if MARx reflects that the<br />

Beneficiary is in SSA Deduct <strong>and</strong> the Plan is not getting paid, then the Plan should contact its<br />

DPO representative.<br />

For non-payment-related software, database questions, errors or issues related to any of the<br />

topics listed below, <strong>Plans</strong> may contact the <strong>Medicare</strong> <strong>Advantage</strong> <strong>and</strong> <strong>Prescription</strong> <strong>Drug</strong> (MAPD)<br />

Help Desk at 1-800-927-8069 or via e-mail at MAPDHelp@cms.hhs.gov.<br />

Table B-3: MAPD Help Desk Contact Information<br />

<br />

<br />

<br />

<br />

<br />

File transfer software; Connect:Direct, Secure FTP, Gentran HTTPS, <strong>and</strong> TIBCO MFT Internet<br />

Server<br />

Ongoing Connectivity, File Transmission Support <strong>and</strong> Troubleshooting<br />

Supporting access to CMS systems; Individuals Authorized Access to CMS Computer Services<br />

(IACS) <strong>and</strong> Common User Interface (UI)<br />

Coordination with other help desks for proper routing of issues<br />

Questions related to file layouts; MAPD Help <strong>and</strong> OIS system letters, user guides, Frequently<br />

Asked Questions (FAQs), etc.<br />

<strong>December</strong> <strong>28</strong>, 2012 B-4 CMS Central Office Contact Information

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