Rev. October 2017 Rev. October 2017 1
Contents Table of Figures... 3 Revision History... 4 Glossary and Acronyms... 5 1.0 General Information... 6 1.1 What is MyRRMed?... 6 1.2 Contacting Technical Support... 6 1.3 MyRRMed Availabilty and Maintenance Times... 6 1.4 MyRRMed Lockout and Logout Scenarios... 7 1.5 MyRRMed Minimum System Requirements... 8 2.0 Registration... 8 2.1 How to Register for MyRRMed... 8 2.2 Choosing Your Security Questions... 11 2.3 Selecting a Password... 12 2.4 Verifying Your Account... 13 3.0 Login... 14 3.1 How to Log Into MyRRMed... 14 3.2 Multi-Factor Authentication (MFA)... 14 4.0 Claims Status... 16 4.1 How to Perform a Claim Status Inquiry... 16 5.0 Medicare Summary Notice Lookup... 17 5.1 How to Perform a Medicare Summary Notice (MSN) Lookup... 17 5.2 Printing an MSN... 18 6.0 Profile Verification and Recertification... 18 6.1 Profile Verification... 18 More Information coming soon.... 18 6.2 Recertification... 18 Rev. October 2017 2
Table of Figures MyRRMed Figure 1: MyRRMed Introduction Screen... 9 Figure 2: Registration - Sign Up Screen... 10 Figure 3: Registration - Address Verification... 10 Figure 4: Security Questions... 12 Figure 5: Registration - Profile Verification Notice... 13 Figure 6: Profile Verification - Confirmation Message... 13 Figure 7: MFA - Verification Method Screen... 15 Figure 8: MFA - Enter Code Screen... 15 Figure 9: Claim Status - Navigation... 16 Figure 10: Claim Status - Results... 16 Figure 11: MSN Lookup Navigation... 17 Figure 12: MSN Lookup Screen... 17 Figure 13: MSN Lookup Results... 18 Rev. October 2017 3
Revision History Date Description 09/29/2017 Initial Release 10/23/2017 Updated with screenshots Rev. October 2017 4
Glossary and Acronyms CMS CWF EDI FAQ HETS HICN HIPAA IVR MSN MyRRMed Acronym Description Centers for Medicare & Medicaid Services Medicare Common Working File Electronic Data Interchange Frequently Asked Question HIPAA Eligibility Transaction System Health Insurance Claim Number The Health Insurance Portability and Accountability Act of 1996 Interactive Voice Response Medicare Summary Notice The MyRRMed application. This application is available through the Palmetto GBA website. Rev. October 2017 5
1.0 General Information 1.1 What is MyRRMed? MyRRMed is a free, secure and fast way to access your Medicare information. Through this system you can access a summary of your claims, as well as historical Medicare Summary Notices (MSNs), which are produced quarterly. You can participate in MyRRMed if you are a Railroad Medicare beneficiary actively entitled to Railroad Medicare benefits. The MyRRMed home page is: https://myrrmed.palmettogba.com/ecx_rrbportal/login 1.2 Contacting Technical Support Please use this manual to answer your questions and troubleshoot problems. If you need additional support with registering, logging in, administration or viewing information on our application, please contact the Beneficiary Contact Center. Be prepared to provide the following information when you call: First and last name Medicare Number Email address and telephone number MyRRMed user ID (if one has been assigned) Browser type/version (i.e., Internet Explorer 10 Tab and/or function you are calling about If calling about an error message, include the specific error message text received 1.3 MyRRMed Availabilty and Maintenance Times MyRRMed will generally be available 24 hours a day, seven days a week. However, access to MyRRMed does not guarantee that all functions will be available. Refer to the availability times below for times when each function is available. MyRRMed scheduled maintenance times are also listed below. Function Claims Data Medicare Sumary Notices Available Times Monday through Friday 8 a.m. 7 p.m. ET 8 a.m. 7 p.m. ET If scheduled MyRRMed maintenance is required, it will be performed during the times listed below: Monday Friday: 6 a.m. 8 a.m. ET Saturday Sunday: You may be able to log in to MyRRMed; however, access to individual functions may not be available Sunday: 5 p.m. 8 a.m. Monday ET Our goal is to avoid any service interruptions during normal operating hours. However, unscheduled maintenance may be necessary in order to immediately address systems security threats or performance issues. When you access the MyRRMed website and it is not available, you should see a page that indicates maintenance is in progress. Rev. October 2017 6
1.4 MyRRMed Lockout and Logout Scenarios The table below discusses some of the most common reasons users get locked out/logged out of MyRRMed. Action User attempted to log into MyRRMed using an incorrect password three times Users who are locked out three times in a row will be denied access to the application The user has not logged into their account within the past 60 days User enters registration information incorrectly three times User tries to register three times before the 60 minute registration lockout has expired or User tries to incorrectly register and goes through the 60 minute registration lockout three times A registered user who already has a user ID is locked out of their account because of improper log out User has not completed recertification in the past 180 days User has not completed profile verification in the past 180 days User failed to complete recertification within 210 days User has not completed profile verification in the past 210 days User selects the browser's 'back' button Lockout/Logout Details The user will be locked out of the application for three hours. This is a CMS security requirement. We are unable to unlock accounts that are in the three hour lockout period. The user ID will remain locked until the user calls to verify their identity and have their ID unlocked. Please contact the Beneficiary Contact Center for assistance. If a user does not log into MyRRMed at least once every 60 days, their account is terminated. To regain access to MyRRMed, the user must re-register. If an error is encountered during the registration process, e.g., incorrect entitlement date entered, the account will be locked for 60 minutes. This is a CMS security requirement. The provider may attempt to re-register after the 60 minute time period has expired. We are unable to unlock accounts that are in the 60 minute lockout period. The user s registration record is locked indefinitely. The user will receive a message that they need to call in and verify their identity. Please contact the Beneficiary Contact Center for assistance. The user must wait for the 15 minute lockout period to expire before attempting to log in again. We are unable to unlock IDs that are in the 15 minute lockout period. The user directed to the recertification screen and will be locked out of other functions of MyRRMed until recertification is complete. The user will be directed to their My Account tab and will be locked out of other functions of MyRRMed until profile verification is complete. If the user fails to complete the recertification within 210 days, the entire account is terminated. To regain access to MyRRMed, the user must re-register. If a user does not complete profile verification at least once every 210 days, their account is terminated. To regain access to MyRRMed, the provider must re-register. The user will be prompted with a pop-up telling them they have either selected the back button or are trying to improperly logout out of the system. They can select OK to continue and get logged off of the application or select Cancel to stay on the page and remain active or properly logoff. Rev. October 2017 7
Action User is inactive in MyRRMed for 30 minutes Lockout/Logout Details If a user becomes inactive for 30 minutes while logged into MyRRMed, their session will timeout. If they become active again during that time, the session will remain open until activity stops again, in which case the 30 minute inactivity clock starts again. After 20 minutes of inactivity the user is prompted with a pop-up reminding them of the timeout limit and gives them 10 minutes to become active again before they are logged off. 1.5 MyRRMed Minimum System Requirements To optimize usability of MyRRMed, we recommend that users verify their system adheres to the following requirements. Operating System: Windows 7 (or later) Mac OS X 10.x (or later) Supported Internet Browsers: Internet Explorer: Version 11.x (or later) Microsoft Edge Mozilla Firefox: Version 34.x (or later) Google Chrome: Version 40.x (or later) Safari: Version 10.x (or later) Opera: Version 26.x (or later) Recommended Screen Resolution: 1024 x 768 Additional Requirements: Adobe Acrobat Reader Version X (or later) or Adobe Acrobat Pro Version X (or later) JavaScript enabled Compatibility view disabled Pop-up blocker disabled Use TLS 1.2 or higher selected in browser settings. This option is typically located on the Advanced tab under Internet Options in your browser Please note: Although MyRRMed may still be accessible without meeting all of these requirements, only the options above are supported. Failure to meet these requirements may adversely affect the functionality and layout of MyRRMed. 2.0 Registration 2.1 How to Register for MyRRMed You can participate in MyRRMed if you are a Railroad Medicare beneficiary actively entitled to Railroad Medicare benefits. Rev. October 2017 8
It s easy to register. Just go to the MyRRMed link from PalmettoGBA.com. You ll see the MyRRMed introduction screen. Figure 1: MyRRMed Introduction Screen You must enter the information listed below to register: Medicare Number Last Name First name Date of Birth Effective Date for Railroad Medicare Part B Benefits Email address Phone number Extension Rev. October 2017 9
Figure 2: Registration - Sign Up Screen Figure 3: Registration - Address Verification Rev. October 2017 10
You must also agree to the Terms of Use to register. If you have entered registration information in an incorrect format, the MyRRMed application will display an error message in red at the top of the screen. Carefully read that error message and enter the information again. If the information you enter matches the information on file with Medicare, you will be able to choose a password and security questions and answers. Once this is completed, you will receive an email at the email address you registered. You must access the email and click on the validation link. If you do not click on the validation link and you try to log in, you will see the profile screen where you can update or correct your email address and submit. If your email address is correct, you may click on the link to request a new email. Please make sure your email address is correct on your profile before calling the Beneficiary Contact Center for assistance. If you are sure your email address is correct, but you do not receive your email, your company s email security settings may need to be updated to allow incoming emails from Palmetto GBA. The email address you will be receiving the validation email from is: ops.no.reply@palmettogba.com 2.2 Choosing Your Security Questions Once you have successfully entered your registration information, you will be prompted to select security questions. These security questions and answers will be used to verify your identity in the event that you have forgotten your password. You have several questions from which to choose. Simply select the desired question from each drop down menu and type your answer in the corresponding box below. Answers to your security questions are case sensitive and include spaces, so enter your answers carefully. You must answer these questions exactly as they were entered reset your password if you cannot remember it. You can verify or change your security questions and answers through your My Profile tab once you are logged in. Rev. October 2017 11
Figure 4: Security Questions 2.3 Selecting a Password You will automatically be assigned a user ID in a format defined by CMS, but you will be allowed to choose your own password. Below the security questions will be a section to enter your desired password. Your password is case sensitive and: Must be at least eight characters long Must contain an uppercase letter Must contain a lowercase letter Must have at least one of these special characters (@, #, or $) Must contain numbers (0-9) and letters (A-Z, a-z) Must start with a letter No leading portion of first or last names may occur Must contain at least four changed characters from the previous password Must be changed every 60 days Cannot contain spaces Cannot use same password as the previous 12 passwords More secure passwords are those which are based on pass phrases and/or non-dictionary words (including nonsense words), combined with obscure character substitutions. Rev. October 2017 12
Use the following guidelines to protect your password and your information: Don't use something easily identifiable such as your birthday, child's birthday, phone number or street address. Don't use letters or numbers that are near each other on the keyboard (e.g., hjkl) or appear in a logical sequence (e.g., 123456 or abcdefg). Don't ever share your password with anyone else. Don't leave your password written down in any place where someone could find it. If you absolutely must write down your passwords, keep them in a secure, locked place. If your browser supports password storage, you may want to disable this feature for security purposes. Don t leave MyRRMed accessible on your computer when you are away from the computer. Log off and close your browser each and every time you exit the system. 2.4 Verifying Your Account After entering your registration and account information, you must verify your account. An email will be sent to the email address entered in your registration information. You must use the link in this email to verify your account and complete the registration process. Once you have successfully completed this step, you will be able to access your MyRRMed account. Figure 5: Registration - Profile Verification Notice Figure 6: Profile Verification - Confirmation Message Rev. October 2017 13
If you do not click on the validation link and you try to log in, you will see your profile screen where you can update or correct your email address and submit. If your email address is correct, you may click on the link to request a new email. Please make sure your email address is correct on your profile before calling the Beneficiary Contact Center for assistance. If you are sure your email address is correct, but you do not receive your email, your company s email security settings may need to be updated to allow incoming emails from Palmetto GBA. The email address you will be receiving the validation email from is: ops.no.reply@palmettogba.com If you experience password errors during the above process, please use the 'Forgot or Forgot Your Password?' link on the login page to reset your password. 3.0 Login 3.1 How to Log Into MyRRMed Once you have completed the registration process and received a MyRRMed user ID, you may access our MyRRMed introduction screen and enter your user ID and password. If you have forgotten your user ID, you must contact the Beneficiary Contact Center at 800-833-4455 for assistance. You must enter your password exactly as it was entered when you chose it. If you do not remember your password, you can click on the Forgot Your Password? link from the returning user box of the MyRRMed introduction screen. You will be presented with two security questions to answer. You must answer both security questions correctly to reset your password. You cannot change your password more than one time for every 24-hour period. Keep in mind that if you attempt to log in incorrectly three times, you will be locked out for an hour. If you are locked out three times in a row, your access will be revoked and you must contact the Beneficiary Contact Center to verify your identity and regain access. You can verify or change your security questions and answers through your My Profile tab once you are logged in. If you do not know the answers to your security questions, you must contact the Beneficiary Contact Center for assistance. Please Note: A log out link is located in the upper right of each screen, once you have logged in. You must log out to end your session. If you do not log out, your user ID will be locked for one hour. 3.2 Multi-Factor Authentication (MFA) To enhance the security of Medicare data, CMS requires the use of multi-factor authentication (MFA) in MyRRMed. After successfully entering your user name and password, you will be directed to the MFA verification screen where you will need to enter an MFA verification code to complete the login process. Once on this screen you will be prompted to select a method to receive your MFA code. You may elect to either receive a Rev. October 2017 14
text (if the mobile phone number was entered on the My Account tab) or an email message. All users will have the option to receive their code via email by default. Figure 7: MFA - Verification Method Screen After you have made your selection you will be sent either a text or email message with an eight digit verification code. Enter the code in the field provided on the verification page. Upon successful validation of the verification code, you will be able to access the portal. Figure 8: MFA - Enter Code Screen Once logged into MyRRMed, you may access the My Profile tab to add mobile number information for the additional option to receive your MFA verification code via text message (standard messaging rates may apply). The text message feature is only available for the carriers listed in the drop-down menu. If you do not see your mobile carrier listed, you would only be able to receive your MFA code via email. Rev. October 2017 15
4.0 Claims Status 4.1 How to Perform a Claim Status Inquiry To pull information on your Railroad Medicare claims, select the Claim Status Lookup tab from the Medicare drop-down. The claims status screen will appear with a list of your most recent claims and the information available for each one. If you have a question on your claim or need more information, please contact the Beneficiary Contact Center. Figure 9: Claim Status - Navigation Figure 10: Claim Status - Results Rev. October 2017 16
5.0 Medicare Summary Notice Lookup 5.1 How to Perform a Medicare Summary Notice (MSN) Lookup Once you have successfully logged into your MyRRMed account, click on the MSN tab. You will be directed to the MSN lookup screen. Figure 11: MSN Lookup Navigation To access MSNs, you can choose to view MSNs for the last 30 days or for a specific date range. The MSN lookup screen defaults to the last 30 days. The remittance date range will default to 45 days from the beginning date. You can choose a shorter date range, but you cannot choose a longer date range than 45 days. Additional search parameters, such as Check Number and Paid Date, can also be entered to narrow down your query results. These values will also be displayed in your results screen to help you identify the MSN you are looking for. Figure 12: MSN Lookup Screen Rev. October 2017 17
Figure 13: MSN Lookup Results 5.2 Printing an MSN View your MSN by clicking on the Portable Document Format (PDF) link in the MSN list. You may sort the list of MSNs by clicking on the date column header. Once your remittance MSN is displayed, click on the print icon in the menu of your Acrobat Reader to print the remittance. If you do not have Acrobat Reader software, you can download it at no cost. You must use Acrobat Reader X or Acrobat Pro X to successfully print MSNs in MyRRMed. 6.0 Profile Verification and Recertification 6.1 Profile Verification Palmetto GBA and CMS are dedicated to ensuring that access to Medicare data is secure. To do this, CMS requires that all users verify and/or update the information on their MyRRMed profile at least once a year. This includes validating the user's email address listed on their profile. This must occur at least annually for Palmetto GBA to continue to offer MyRRMed. Users will be prompted in MyRRMed when their account is due to complete profile verification. We appreciate your effort to help us keep Medicare data secure. More Information coming soon. 6.2 Recertification More information coming soon. Rev. October 2017 18