Skip to main content
U.S. flag

An official website of the United States government

Return to Search

CMS Research, Statistics, Data & Systems- MAPD Help Desk

Guidance for information regarding MAPD Help Desk (CMS Research, Statistics, Data & Systems).

Final

Issued by: Centers for Medicare & Medicaid Services (CMS)

Issue Date: September 23, 2020

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.
  • IDM - 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

  • October 1, 2021 – MARx UI Availability from Saturday, October 2 – Sunday, October 3, 2021

Due to system maintenance, please see below for the MARx UI availability schedule for Saturday, October 2 through Sunday, October 3, 2021:

o   6:00 AM - 8:00 PM ET on Saturday, October 2:  Available in UPDATE mode

o   8:00 PM on Saturday, October 2 - 6:00 AM ET on Sunday, October 3:  Available in READ mode

o   6:00 AM – 11:00 AM ET on Sunday, October 3:  Not Available

Additionally, Plan transactions processing will be stopped at 7:30 PM on Saturday, October 2.

  • September 30, 2021  Updated September 2021 Plan Communications User Guide v15.3 Now Available

The Centers for Medicare & Medicaid Services has reissued a new version (v15.3) of the September 2021 Plan Communications User Guide, which is now available on the MAPD Help Desk website.  Please reference the Change Log at the beginning of the Guide for a list of the updates.  Please reference the MAPD Plan Communications User Guide (PCUG) link for the updated Guide.

  • September 23, 2021 – MARx UI Availability from Friday, Saturday 24 – Sunday, Sunday 26, 2021

Due to system maintenance, please see below for the MARx UI availability schedule for Friday, September 24 through Sunday, Saturday 26:

o   6:00 AM - 6:00 PM ET on Friday, September 24:  Available in UPDATE mode

o   6:00 PM on Friday, September 24 - 11:00 PM ET on Saturday, September 25:  Available in READ mode

o   11:00 PM on Saturday, September 25 - 3:00 AM ET on Sunday, September 26:  Not Available

o   3:00 AM – 7:00 PM ET on Sunday, September 26:  Available in READ mode

Additionally, please be advised that Plan transaction processing will be stopped at 6:00 PM on Friday, September 24 until 6:00 AM ET Monday, September 27. Users will not receive Batch completion reports during this time. Plan users will not receive a Daily Transaction Reply Report (DTRR) on Sunday, September 26. The next DTRR transmission after Saturday, September 25 will be on Tuesday, September 28.

  • September 17, 2021 – MARx UI Availability on Saturday, September 18 – Sunday, September 19, 2021

Due to system maintenance, please see below for the MARx UI availability schedule for Saturday, September 18 through Sunday, September 19:

o  8:00 PM – 11:30 PM ET on Saturday, September 18:  Available in READ mode

o  11:30 PM on Saturday, September 18 – 8:00 AM ET on Sunday, September 19, 2021:  Not Available

Additionally, please be advised that Plan transaction processing will be stopped at 7:30 PM ET on Saturday, September 18. Plan users will receive the Daily Transaction Reply Report (DTRR) on Sunday, September 19 after 8:00 AM ET.

  • September 2, 2021 – Plan Communications User Guide v15.3 Now Available

The Centers for Medicare & Medicaid Services has posted a new version (version 15.3) of the Plan Communications User Guide (PCUG). In this version, additional information has been provided for the Special Election Period (SEP) reason codes. Please reference the Change Log at the beginning of the Guide for a list of the updates, and visit the MAPD Plan Communications User Guide (PCUG) page for the updated Guide.

  • August 27, 2021 – MARx UI Availability from Saturday, August 28 – Sunday, August 29, 2021

Due to system maintenance, please see below MARx UI availability schedule for Saturday, August 28 through Sunday, August 29:

o  10:30 PM on Saturday, August 28 – 7:00 PM ET on Sunday, August 29 Not Available

  • August 20, 2021 – MARx UI Availability on Saturday, August 21 – Sunday, August 22, 2021

Due to system maintenance, please see below for the MARx UI availability schedule for Saturday, August 21 through Sunday, August 22:

9:00 AM 11:00 AM ET on Saturday, August 21:  Not Available

11:00 AM – 8:00 PM ET on Saturday, August 21:  Available in UPDATE mode

8:00 PM 11:30 PM ET on Saturday, August 21:  Available in READ mode

11:30 PM on Saturday, August 21 – 8:00 AM ET on Sunday, August 22, 2021:  Not Available

Additionally, please be advised that Plan transaction processing will be stopped at 7:30 PM ET on Saturday, August 21. Plan users will receive the Daily Transaction Reply Report (DTRR) on Sunday, August 22 after 8:00 AM ET.

  • July 22, 2021 – MARx UI Availability from Saturday, July 24 – Sunday, July 25, 2021

Due to system maintenance, please see below MARx UI availability schedule for Saturday, July 24 through Sunday, July 25:

o  10:30 PM on Saturday, July 24 – 1:30 AM ET on Sunday, July 25 Not Available

  • July 2, 2021 – MARx UI availability on Sunday, July 4, 2021

Due to system maintenance, please see below for the MARx UI availability schedule on Sunday, July 4:

o   12:00 AM  - 12:00 PM ET on Sunday, July 4:  Not Available

  • June 30, 2021 – Plan Communications User Guide v15.2 Now Available

The Centers for Medicare & Medicaid Services has posted a new version (version 15.2) of the Plan Communications User Guide (PCUG). Please reference the Change Log at the beginning of the Guide for a list of the updates, and visit the MAPD Plan Communications User Guide (PCUG) page for the updated Guide.

  • June 28, 2021 – Important Notice: MAPD Help Desk Closed on July 5 2021

Due to the Independence Day holiday, please be advised that the MAPD Help Desk will be closed on Monday, July 5, 2021.  The MAPD Help Desk will resume operating under its usual hours of 8:00 AM through 6:00 PM (ET) on Tuesday, July 6, 2021.

  • April 28, 2021 Announcement of the July 24, 2021 Software Release

Please see the memorandum entitled “Announcement of the July 24, 2021 Software Release – Special Election Period (SEP) Reason Code” from Jerry Mulcahy, Director, Medicare Enrollment and Appeals Group, which is now available via the Software Release Announcements page. This memorandum provides notice of an upcoming enhancement to the Medicare Advantage Prescription Drug Program (MARx) System. This enhancement will require a MARx system user to select an SEP reason from a pre-populated drop down list of SEP Reason Codes anytime the Election Type Code ‘S’-Special Election Period is used for an enrollment or disenrollment transaction.

  • February 18, 2021  Updates to the eRPT Plan User Manual in Version 4.3

Starting February 22, 2021 - the Electronic Retroactive Processing Transmission (eRPT) is transitioning its user authentication mechanism from Enterprise Identity Management (EIDM) to Identity Management (IDM). Due to this transition, the eRPT Application Team had updated (or added) the following sections in the eRPT Plan User Manual:

  • 3.3.1 Registering in CMS Enterprise Portal
  • 3.3.2 Requesting Access to the eRPT Application
  • 3.3.3 Viewing Your Access to Existing/Pending Role
  • 3.3.4 Modifying Your Access
  • 3.3.5 Accessing eRPT Application from Within CMS Enterprise Portal
  • 3.3.6 Adding/Removing Additional MFA Devices
  • 3.3.7 Updating Your Security Question and Answer

Please note that eRPT will continue to be accessible through the CMS Enterprise Portal at https://portal.cms.gov/.

Your User ID, password, role in eRPT, and the eRPT functionality will not change. During login, the first time on or after February 22nd, your MFA device will default to email. Feel free to change your default MFA device upon logging in - the steps for which are defined in Section 3.3.6 of the manual. The updated eRPT Plan user manual (Version 4.3) will be available for access within the eRPT user interface on or after February 22, 2021.

If you have any questions or concerns, please contact MAPD HelpDesk at mapdhelp@cms.hhs.gov or 1-800-927-8069.

  • October 5, 2020 – Year 2021 MARx Plan Monthly Calendar Now Available

The MARx Plan Monthly Calendar has been updated to reflect 2021 Plan data due dates, report release dates, enrollment certification due dates, and file transmissions. The 2020 MARx calendar is available for Plans to review via the MAPD/MARx Calendars and Schedules link

  • June 5, 2020 – Real-time Beneficiary Eligibility Query (BEQ) for Medicare Advantage and Part D Plans

Please review the memo entitled Real-time Beneficiary Eligibility Query (BEQ) for Medicare Advantage and Part D Plans, from John Campbell (Technical Advisor, Division of Medicare Enrollment Coordination, Medicare Enrollment and Appeals Group, Center for Medicare) dated June 5, 2020, via the downloads section below.  The memo provides an overview of the new Beneficiary on the Cloud - Beneficiary Eligibility Query service implemented by the CMS.

  • May 19, 2020 MBI Plan Lookup Tool

Please see the memorandum (MBI Lookup Tool) from Jerry Mulcahy, Director, Medicare Enrollment Appeals Group in the Downloads section below. The purpose of this memorandum is to announce that CMS released the secure web-based Medicare Beneficiary Identifier (MBI) Plan lookup tool in the Medicare Advantage Prescription Drug System (MARx) on the M232 beneficiary eligibility screen. The MBI Plan lookup tool provides authorized users the ability to obtain an individual beneficiary’s MBI using specified search criteria.

  • April 9, 2020 – Flexibility Regarding the RPC EDV Monthly Review Process

The Centers for Medicare & Medicaid Services (CMS) is providing flexibility regarding the Retroactive Processing Contractor’s (RPC) Enrollment Data Validation (EDV) monthly review process.  

Effective immediately, flexibility will be provided regarding response documentation timeliness requirements for EDV Review Packages until further notice.  Please note that the monthly EDV Review Packages will continue to post, as scheduled, on the electronic Retroactive Processing Transmission (eRPT) Post Date outlined on the Reed & Associates website.  A link to the schedule is located here: https://protect2.fireeye.com/url?k349c5415-68c87d3e-349c652a-0cc47a6d17cc-f3fd9c1d3d1c34ab&uhttp://www.reedassociates.org/enrollment-data-validation-services/.  Although timeliness requirements are waived during this period, please continue to upload response documentation as close to the due date as possible.

  • February 19, 2020 - Quick Reference Guide (QRG) MAPD Help Desk Common Issues

The MAPD Help Desk receives thousands of inquiries each month and in an effort to better assist our growing user community, we have consolidated information regarding issues we most commonly support.  Please refer to the Quick Reference Guide of MAPD Help Desk Common Issues in the download section below which provides users with easy access to common issues and solutions in a quick and easy format.

Topics covered include:

  • Initial Setup
  • Remote Identity Proofing (RIDP)
  • Account Issues
  • June 19, 2019 – Important Notice Regarding End Stage Renal Disease (ESRD) Payment Cases

In an effort to expedite the processing of ESRD payment cases, effective immediately, all Plans will be required to call into the Quality Net Help Desk to open an ESRD trouble ticket.  The MAPD Help Desk and the Division of Payment Operations (DPO) will no longer be taking calls or tickets relating to ESRD missing payments.  Please note that this is ONLY for cases where an ESRD period is incorrect or missing thereby causing incorrect payments.  All other ESRD issues, including transplant cases, should still be reported to DPO through the MAPD Help Desk. 

ESRD tickets already sent to the MAPD Help Desk have been evaluated by DPO and processed via the Center for Clinical Standards and Quality’s (CCSQ) CrownWeb system. ESRD periods that were corrected will calculate proper payment adjustments and will be applied in an upcoming payment cycle.  ESRD periods that were rejected will need the assistance of the CCSQ to perform additional follow up. 

Going forward, Plans are encouraged to contact the Quality Net Help Desk with new cases and follow up questions on previously closed ESRD tickets which may require additional help.   Please direct all questions or concerns to the Quality Net Help Desk at 1-866-288-8912 or email at qnetsupport@sdps.org.

  • March 26, 2019 – Guidance for PDP/MA/MAPDs to Correct MA-OEP Election Type Code Rejections

Please review the memo entitled “Guidance to Correct MA-OEP Election Type Code Rejections” in the Downloads section below for information regarding recent issues within the MARx system for Plans using the MA-OEP election type.

  • 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 2020 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 MonthPlan Data Due Date
January 2021December 4, 2020
February 2021January 8, 2021
March 2021February 5, 2021
April 2021March 5, 2021
May 2021April 9, 2021
June 2021May 7, 2021
July 2021June 4, 2021
August 2021July 9, 2021
September 2021August 6, 2021
October 2021September 10, 2021
November 2021October 8, 2021
December 2021November 5, 2021
January 2022December 3, 2021
February 2022January 7, 2022

 

 

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.

HHS is committed to making its websites and documents accessible to the widest possible audience, including individuals with disabilities. We are in the process of retroactively making some documents accessible. If you need assistance accessing an accessible version of this document, please reach out to the Section 508 Help Desk.

DISCLAIMER: The contents of this database lack the force and effect of law, except as authorized by law (including Medicare Advantage Rate Announcements and Advance Notices) or as specifically incorporated into a contract. The Department may not cite, use, or rely on any guidance that is not posted on the guidance repository, except to establish historical facts.