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MAPD Help Desk

Email address:             MAPDHelp@cms.hhs.gov
Help Desk Phone:       1-800-927-8069

Medicare Advantage Prescription Drug (MAPD) Help Desk offers technical and functional support for the Medicare Advantage Health and Prescription Drug Coverage (Parts C and D) Programs.  This insurance coverage is provided by:

  • Medicare Advantage (MA) Plans.
  • Medicare Advantage Prescription Drug (MAPD) Plans.
  • Medicare Prescription Drug Plans (PDPs)
  • Third parties conducting data exchanges with CMS on behalf of MA/MAPD/PDPs.

Technical Support for Plan Connectivity and Access:

  • Startup, testing and implementation for connectivity to CMS systems.
  • Ongoing operational support for data exchanges and system problems.
  • EIDM - Enterprise IDentity Management for CMS system access and password reset inquires and issues.

MAPD Functional Support for Inquires and Issues:

  • Coordination with CMS for beneficiary enrollment, disenrollment, payment and premium topics.
  • MARx UI - Medicare Advantage Prescription Drug User Interface.
  • eRPT - Electronic Retroactive Processing transmission.
  • ELMO - Eligibility Enrollment Medicare Online.
  • COB - Coordination of Benefits files.
  • MDR - Medicaid Drug Rebate State Exchange.

For helpful information about the following topics, please click the link:

Bulletin Board of Current Plan Communications

  • November 9, 2018 – MARx UI Availability on Friday, November 9 – Thursday, November 15, 2018

Please review the information below regarding the MARx UI schedule for Friday, November 9 – Thursday, November 15, 2018:

o   9:30 PM ET Saturday, November 10 – 12:00 PM ET Sunday, November 11: Not available due to system maintenance.
o   12:30 AM ET Monday, November 12 – 6:00 AM ET Thursday, November 15: Available in read-only mode due to New Year preparation activity.

In addition to the MARx UI outage,  there will be no MARx Plan transaction processing from 8:00 PM ET, Friday, November 9 until 6:00 AM ET on Thursday, November 15 due to MARx annual processes.  MARx submitters will not receive Batch Completion Summary Reports starting on Saturday, November 10, 2018 through Thursday, November 15.  Any plan transaction files received after 8:00 PM ET Friday, November 9 will be processed on Thursday, November 15 and submitters will receive Batch completion summary reports at that time.

MARx will not transmit the Daily Transmission Reply Report (DTRR) from Sunday, November 11, 2018. The next DTRR transmission after Saturday, November 10, will be on the morning of Friday, November 16.

  • November 1, 2018 – MARx UI Availability on Friday, November 2 – Sunday, November 4, 2018

Please review the information below regarding the MARx UI schedule for Friday, November 2 – Sunday, November 4, 2018:

o   6:00 AM ET Friday, November 2 – 11:30 AM ET Saturday, November 3:  Available in read-only mode due to annual rollovers and terminations.
o   11:30 AM ET – 8:00 PM ET Saturday, November 3: Available in update mode. (Early cut-off due to monthly system maintenance)
o   8:00 PM ET – 11:30 PM ET Saturday, November 3: Available in read-only mode.
o   11:30 PM ET Saturday, November 3 – 8:00 AM ET Sunday, November 4: Not available due to monthly system maintenance.

In addition to the MARx UI outage, please note the following services will not be available from 12:00 AM ET – 8:00 AM ET on Sunday, November 4, 2018:

o   Everything associated with the mainframe z/OS environment will be impacted.
o   Mainframe services to the z/OS Production, Validation and Development systems.
o   FDR Upstream between z/OS and z/Linux.
o   All file processing to/from the mainframe to include Connect: Direct, Gentran (SI), & Tibco MFT environments.
o   All network communications between CMS and SSA.

Also, there will be no MARx Plan transaction processing on Friday, November 2 until 11:30 AM ET, Saturday, November 3.  MARx submitters will not receive the Batch Completion Summary Reports after 10:00 PM ET on Thursday, November 1, 2018.  MARx Plan transaction processing will resume around 11:30 AM ET on Saturday, November 3, at which time MARx submitters will start receiving the Batch completion summary reports.

MARx Plan users will not receive the Daily Transmission Reply Report (DTRR) on Saturday, November 3, 2018. The next DTRR distribution after Friday, November 2, will be on Sunday, November 4 around 8:00 AM ET.

  • October 26, 2018 – MARx UI and Resource Outages from Friday, October 26 – Sunday, October 28, 2018

Please be advised that planned RAS 2016 Third Final Recon and weekly EIDM maintenance will affect the availability of the MARx UI and other resources between Friday, October 26 and Sunday, October 28.  Please review the information below regarding these outages and impacts:

  • BDC/LMDC Solaris and Linux Patching will occur in PROD from 9:00 PM (ET) Friday, October 26 through 9:00 AM Saturday, October 27.  Reboots WILL BE REQUIRED during this patching cycle.
  • Plan transactions processing will be stopped at 6:00 PM (ET) on Saturday, October 27, 2018; users may not receive Batch completion reports after 6:00 PM.

o   Due to the above outages, the following resources will not be available at times:

  • Production Gentran application for transfers to/from Mainframe; users will not be able to access Gentran.
  • Production TIBCO MFT IS application for transfers to/from Mainframe. Users will not be able to access MFT IS.
  • Mid-tier Platform Server transfers.
  • Mid-tier Connect: Direct transfers.

o   The following will not be impacted:

  • Connect: Direct mainframe.
  • TIBCO MFT Platform Server mainframe.
  • MARx UI will be available in update mode from 6:00 AM until 6:00 PM (ET) on Saturday, October 27; early cut-off due to 2016 Third Final RAS Recon load.
  • MARx UI will be in read-only mode from 6:00 PM until 9:30 PM (ET) on Saturday, October 27.
  • MARx UI will be in read-only mode from 12:00 AM to 4:00 AM (ET) on Sunday, October 28; however, login functionality may be unavailable due to EIDM maintenance. Portal production login will also be unavailable during this timeframe.

  • October 19, 2018 – MARx UI Availability on Saturday, October 20 – Sunday, October 21, 2018

Please review the information below regarding the MARx UI schedule for Saturday, October 20 – Sunday, October 21, 2018:

o   6:00 AM ET – 8:00 PM ET Saturday, October 20:  Available in update mode. (Early cut-off due to monthly system maintenance)
o   8:00 PM ET – 11:30 PM ET Saturday, October 20: Available in read-only mode.
o   11:30 PM ET Saturday, October 20 – 8:00 AM ET Sunday, October 21, 2018: Not Available due to monthly system maintenance.

In addition to the MARx UI outage, please note the following services will not be available from 12:00 AM ET – 8:00 AM ET on Sunday, October 21, 2018:

o   Everything associated with the mainframe z/OS environment will be impacted.
o   Mainframe services to the z/OS Production, Validation and Development systems.
o   FDR Upstream between z/OS and z/Linux.
o   All file processing to/from the mainframe to include Connect: Direct, Gentran (SI), & Tibco MFT environments.
o   All network communications between CMS and SSA.

  • October 10, 2018 – MARx UI Availability on Sunday, October, 14, 2018

Please be advised that MARx UI login functionality may not be available between 12:00 AM ET and 7:00 AM ET on Sunday, October 14, 2018 due to EIDM weekly maintenance. Also, Portal Production login will not be available.

  • October 9, 2018  – Announcement of the Fall 2018 Software Releases

Please review the memorandum entitled “Announcement of the Fall 2018 Software Releases” from Jerry Mulcahy (Director, Medicare Enrollment and Appeals Group), Jennifer Harlow (Deputy Director, Medicare Plan Payment Group), Sherri McQueen (Director, Financial Services Group), and Cathy Carter (Director, Enterprise Systems Solutions Group) dated October 4, 2018, via the Software Release Announcements link.  The memorandum provides detailed information regarding the planned release of system changes scheduled for October, November, and December 2018.

  • October 4, 2018 – MARx UI Availability on Saturday, October 6, 2018

Please review the information below regarding the MARx UI schedule for Saturday, October 6, 2018:

o  8:00 AM ET – 12:00 PM ET Saturday, October 6:  Available in read-only mode. However, login functionality may not be available due to Oracle maintenance. Also, Portal Production login will not be available.

In addition to the MARx UI outage, please note:

o   ELMO may not be available Saturday, October 6 from 8:00 AM ET – 12:00 PM ET.
o   The Production Internet Server application may not be available for transfers to or from the Mainframe on Sunday, October 7, between 12:00 AM ET and 6:00 AM ET; users will NOT be able to send in files or pick up existing files during this timeframe.

  • August 31, 2018  – Advance Announcement of the Fall 2018 Software Releases

Please review the memorandum entitled “Advance Announcement of the Fall 2018 Software Releases” from Jerry Mulcahy (Director, Medicare Enrollment and Appeals Group), Jennifer Harlow (Deputy Director, Medicare Plan Payment Group), Sherri McQueen (Director, Financial Services Group), and Cathy Carter (Director, Enterprise Systems Solutions Group) dated August 30, 2018, via the Software Release Announcements link.  The memorandum provides information regarding the planned release of system changes scheduled for October, November, and December 2018.

  • August 3, 2018 – MARx UI Integration with CMS Enterprise Portal Effective August 12, 2018

Effective Sunday, August 12, 2018, access to the MARx UI will be through the CMS Enterprise Portal at https://portal.cms.gov.  Users will no longer access the MARx UI via https://marx.cms.hhs.gov.  Please refer to the MARx UI-Enterprise Portal Integration Quick Reference Guide in the Download section below.

  • December 21, 2017 – TRS / Medicare Coverage of Retirees

The Teachers Retirement System (TRS) of Texas has changed its health benefits coverage for Medicare retirees and Medicare retiree dependents for 2018. Some individuals opted out of the changes, but may have received enrollment notification from their new TRS sponsored MA and/or PDP in error. Retirees with questions about their coverage should first contact TRS at 1-888-237-6762. If they still need assistance, they may call 1-800 MEDICARE. 

More information can be found at: https://www.trs.texas.gov/Pages/healthcare_trs_care_medicare.aspx.

  • Year 2019 MARx Plan Monthly Calendar Now Available

The MARx Plan Monthly Calendar has been updated to reflect 2019 Plan data due dates, report release dates, enrollment certification due dates, and file transmissions. The 2019 MARx calendar is available for Plans to review via the MAPD/MARx Calendars and Schedules link.

  • Electronic Retroactive Processing Transmission (eRPT) User Manual v3.3

The eRPT Plan User Manual v3.3 has been updated and is available in the Downloads section below.

If you have any questions, please send an email to ERPT_REMEDY@scopeinfotechinc.com.

  • Important Notice: MAPD Help Desk Information Request Documents

Please use the MAPD Help Desk Information Request Form, and when applicable the Health Insurance Claim Number (HICN) – Medicare Beneficiary Identifier (MBI) Template, and the End Stage Renal Disease (ESRD) Template when requesting information from the MAPD Help Desk.  Use of the form and spreadsheets will help facilitate accurate and timely processing of your request.  Please note that if emailing the spreadsheets they are to be password protected to ensure they are following the CMS Security Policy for PHI/PII.

All documents are provided in the Downloads section in the ZIP file entitled MAPD Help Desk Information Request Documents.

Regularly Scheduled Maintenance

As a reminder, the MARx UI may be unavailable due to Regularly Scheduled Maintenance during the following timeframes:

Daily: 11:00 PM to 12:30 AM ET.

Weekly: Sunday evening at 6:00 PM to Monday morning at 6:00 AM ET.

Also, GENTRAN/TIBCO may be unavailable due to Weekly System Backup during the following timeframe:

Weekly: Sunday Morning at 1:00 AM to approximately 3:00 AM ET.

 

MARx UI Submission Cut Off Dates

Please reference the following table for the 2018 Plan Data Due dates for MARx transaction submissions.  Cutoff for the submission of MARx transaction files is 8:00 PM (Eastern Time) on the dates listed below:

Payment Month Plan Data Due Date
 January 2018 December 8, 2017
February 2018 January 5, 2018
March 2018 February 2, 2018
April 2018 March 9, 2018
May 2018 April 6, 2018
June 2018 May 11, 2018
July 2018 June 8, 2018
August 2018 July 6, 2018
September 2018 August 10, 2018
October 2018 September 7, 2018
November 2018 October 5, 2018
December 2018 November 9, 2018

 

 

Contacting the MAPD Help Desk

Phone: 1-800-927-8069
E-mail: mapdhelp@cms.hhs.gov
Hours of Operation: Monday-Friday 8:00 AM to 6:00 PM ET.

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