The SHIP Tracking And Reporting System (STARS) is the nationwide data reporting system for the Senior Health Insurance Counseling for Kansas (SHICK), the Kansas SHIP.
- National, web-based data system, developed and owned by ACL OHIC
- Contract with Booz Allen Hamilton
- Sharing Data
- All counselors are automatically entered into STARS by the State SHICK office after completion of training.
- Counselors will be emailed their credentials automatically when their team role has been created
- STARS Landing Page
-
-
Contains link to SHIP TA Center STARS training materials (including job aids, printable forms, and previously recorded webinars)
-
Contains link to Booz Allen STARS Help Desk
-
For STARS username, password, and hierarchy support (e.g. your account is locked out):
- Contact the STARS help desk at Booz Allen Hamilton, [email protected] or 703-377-4424
- For STARS resources support:
All SHIP contacts, including beneficiary contacts, group outreach contacts, and media outreach contacts are to be entered into STARS by the end of the month following the month of contact.
Introduction
CMS and ACL continue to improve the process for submitting inquiries regarding Medicare Plan Finder. The goal is to streamline feedback to make triaging easier and more focused. Based on recent years, we found there to be two categories of feedback, (1) General Feedback, and (2) Functionality Issues. We created a process for each based on the urgency of the requests and ensuring the Medicare Beneficiary receives help immediately.
Category 1 - General Feedback = Send to [email protected]
This category includes any general feedback on changes made or suggestions for MPF improvement. SHIPs should:
- Submit feedback to ACL: [email protected]
- ACL will compile and send these issues to the CMS MPF Team on a regular basis.
- CMS and ACL will meet regularly throughout Open Enrollment to discuss the feedback.
NOTE: Last year we learned questions coming in through too many places made it difficult to track and evaluate. To further support this process, and ensure the information is getting to the appropriate teams, CMS Regional Office staff will remind SHIPs to submit MPF inquiries to the [email protected] mailbox.
Category 2 – Functionality Issues = Call 1-800-Medicare or the 1-800 CMS Unique ID Help line
This category includes any MPF functionality issues occurring while working with a Medicare beneficiary including any issues with Medicare.gov accounts.
Call 1-800 Medicare or the 1-800 CMS Unique ID Line for assistance. Calling 1-800 ensures the beneficiary gets the help they need as quickly as possible while also making CMS aware of the potential MPF issue for further tracking and resolution as necessary.
The 1-800 Medicare Customer Service Representative (CSR) will work to determine whether the issue is (a) unique to the beneficiary or (b) a potential MPF functionality issue and complete the following actions:
- Unique issues for an individual beneficiary should be resolved between the CSR and SHIP counselor. For example, Medicare.gov account log in issues.
- Potential MPF functionality issues will be reported immediately by the CSR to the CMS web team.
- To submit MPF screenshots, send a detailed email to ACL at [email protected] The email should include:
- Information on the issue experienced along with screen shots.
If the issue is MPF drug pricing, please provide the following details. Without the information listed below, the MPF team can’t investigate possible issues. To better assist you in replicating your results, CMS MPF team needs the following information with all drug pricing reports as drug pricing is dependent on:
- Drug dosage, quantity, frequency & packaging or if available the NDC# (National Drug Code)
- Pharmacy name and full address or if available the NPI# (National Provider Identifier)
- Plan name, Plan type (i.e. PDP or MA) and Plan ID# (i.e. S6946-031-0)
- Details on the interaction with the CSR.
- Counselor’s Unique ID (if applicable),
- Date and time that you spoke with the CSR,
- the CSR’s name, and
- the phone number used to call 1-800- Medicare line.