Saturday, February 29, 2020

PECOS - contact details and FAQ

PECOS TECHNICAL ASSISTANCE
CONTACT INFORMATION

ICN 903766 January 2019
PRINT-FRIENDLY VERSION

Target Audience: Medicare Fee-For-Service Providers

The Hyperlink Table, at the end of this document, provides the complete URL for each hyperlink. You may encounter problems that require technical support when using the Provider Enrollment, Chain, and Ownership System (PECOS). Knowing which Centers for Medicare & Medicaid Services (CMS) contractor to contact is the first step toward a solution. This fact sheet describes common problems and tells you who can best resolve them.

COMMON PROBLEMS AND WHOM TO CONTACT

Problem: Navigating or Accessing PECOS Website

When you experience: system-generated error messages, trouble navigating through PECOS screens, issues accessing PECOS, printing problems, or you have a valid Identity & Access Management (I&A) System user ID and password but cannot access PECOS because of a malfunction (for example, the website operates slowly or not at all, or a system-generated error message prevents data entry).

NOTE: A system-generated error message does not include messages created when you enter data incorrectly or ignore system prompts.

Solution: Contact CMS EUS Help Desk Find information on common problems, ask a question, or look up previous support history on the External User Services (EUS) website.

Phone: 866-484-8049 (TTY 866-523-4759)

Email: EUSSupport@cgi.com

Live Chat: Go to the EUS website screen, on the right side choose “Live Chat.” EUS Hours of Operation: Monday–Friday, 6 am–6 pm CT; Saturday–Sunday, closed


Problem: Accessing the PECOS System Before you log in to PECOS, you need a valid I&A System user ID and password.

NOTE: Passwords expire every 60 days. You cannot log in to the I&A System (and PECOS) until you reset your password. The I&A System tells you the number of days until your password expires. Go to the “My Profile” tab and see the password section. If you attempt to log in to PECOS with an expired password, you will be redirected to the I&A System to reset your password. Solution: Access I&A System or Contact I&A System Help

The I&A System website allows you to create an I&A System user ID and password, change your password, and recover forgotten login information. Additionally, you can access several resources:

** I&A Frequently Asked Questions (FAQs) helps you resolve common I&A System problems

** I&A System Quick Reference Guide provides step-by-step instructions, including screenshots, about I&A System features and tools

HINT: On the I&A System website, choose the “Help” button in the upper right corner of any webpage for more information on the topic of that webpage.

Problem: Enrolling in Medicare via PECOS (Non-Technical) While using PECOS, you have a question about provider enrollment or you experience problems enrolling and need guidance on completing specific sections of the PECOS enrollment application.

Solution: Read Provider Enrollment Publications or Contact Your Medicare Enrollment Contractor Browse the Medicare Learning Network® (MLN) listing of Medicare Provider-Supplier Enrollment National Educational Products. These publications focus on provider-specific Medicare enrollment and Medicare enrollment via PECOS. Refer to the Medicare Provider Enrollment Contact List to find detailed contact information on enrollment, or if you have questions, your MACs may have more information. Find their website at http://go.cms.gov/MAC-website-list.


I had an existing account I used to log in to PECOS and/or the EHR Incentive Program; can I still use it?

Yes, you can use your previous NPPES or PECOS User ID and password to login. All existing accounts used to access PECOS and EHR Incentive Program have been converted. NPPES User IDs used by Individual Providers to access all systems have also been converted.

Note that if your account has been used within the last 365 days but not in the last 180 days, you will need to reset your password. If your account has not been used in the last 365 days, you will need to re-verify your information and you will have to create a new User ID. If you are not sure if you have an account, you can check by using the forgot User ID or Password link on the I&A, PECOS, or NPPES homepage.

What do I do if my account becomes disabled?

If your account has been used within the last 365 days but not in the last 180 days, it will become disabled. When you login, the system will check your account status, and, if it is disabled, you will be required to reset your password. The system will automatically navigate you to the page to reset your password.

Why am I being told to register again if I already have an account?

If you have not accessed your account for 365 days or more, you will be required to create a new User ID to re-confirm your information. If you were previously registered as an Authorized Official or Delegated Official with your employer(s), you will need to add your employer(s) again. If you are a Staff End User, you will need to contact your employer's Authorized Official or Delegated Official to re-invite you. Important Note: Any previous connections between your employer(s) and others have been maintained in the system and will be visible after you are re-approved.

What do I do if I cannot remember my User ID?

If you cannot remember your User ID, you may select the “Retrieve Forgotten User ID” link on the I&A Sign In page and follow the instructions on the screen. You must provide either a unique email address associated with your account to receive your User ID via e mail, or enter the required User Information associated with your account to view your User ID immediately.

Note: If you retrieve your User ID without using your e-mail, you will also be required to change your password.

When did the I&A changes go into effect** October 7, 2013.

I had an existing account I used to log in to PECOS and/or the EHR Incentive Program; can I still use it?


Yes, you can use your previous NPPES or PECOS User ID and password to login. All existing accounts used to access PECOS and EHR Incentive Program have been converted. NPPES User IDs used by Individual Providers to access all systems have also been converted.

Note that if your account has been used within the last 365 days but not in the last 180 days, you will need to reset your password. If your account has not been used in the last 365 days, you will need to re-verify your information and you will have to create a new User ID. If you are not sure if you have an account, you can check by using the forgot User ID or Password link on the I&A, PECOS, or NPPES homepage.

What do I do if my account becomes disabled?

If your account has been used within the last 365 days but not in the last 180 days, it will become disabled. When you login, the system will check your account status, and, if it is disabled, you will be required to reset your password. The system will automatically navigate you to the page to reset your password.

Why am I being told to register again if I already have an account?

If you have not accessed your account for 365 days or more, you will be required to create a new User ID to re-confirm your information. If you were previously registered as an Authorized Official or Delegated Official with your employer(s), you will need to add your employer(s) again. If you are a Staff End User, you will need to contact your employer's Authorized Official or Delegated Official to re-invite you. Important Note: Any previous connections between your employer(s) and others have been maintained in the system and will be visible after you are re-approved.

What do I do if I cannot remember my User ID?

If you cannot remember your User ID, you may select the “Retrieve Forgotten User ID” link on the I&A Sign In page and follow the instructions on the screen. You must provide either a unique email address associated with your account to receive your User ID via e mail, or enter the required User Information associated with your account to view your User ID immediately. Note: If you retrieve your User ID without using your e-mail, you will also be required to change your password.

How often will I have to reset my password?

Passwords expire every 60 days. Note: there is a password section on the My Profile tab which will tell you how many days until your password expires. For example, Your Password will expire in 37 day(s).

Reminder: An expired password simply means that you cannot log in to the I&A, Electronic Health Record (EHR) Incentive Programs or the Provider Enrollment Chain and Ownership System (PECOS) until you reset your password. An expired password will not affect your NPI, Medicare enrollment, claims payments, or EHR incentive payments; and will not remove the ability for any Surrogates to attest or work on behalf of their providers if they had previously been authorized in the system. It will only prevent logging in to those systems until the password is reset. Password Reset Requirements in the Identify & Access (I&A) Management System Passwords in the I&A system, which control access to the following systems: NPPES, PECOS, and Electronic Health Record (EHR) Incentive Programs, will expire every 60 days.

Important Note: If your password expires it will NOT impact your NPI, Medicare enrollment, claims payments, or EHR incentive payments; and will NOT remove the ability for any Surrogates to attest or work on behalf of their providers if they had previously been authorized in the system. It will only prevent logging in to those systems.

In the event that your password does expire you will be prompted to reset your password the next time you attempt to login to any of the systems. You may monitor how long until your password expires by viewing the password section on the My Profile tab within I&A, which will tell you how many days until your password expires.

How does I&A work with other systems (PECOS, EHR, NPPES)?


I&A allows you to create one account to access NPPES, PECOS, and EHR Incentive Program. I&A allows Authorized Officials and Delegated Officials to:

1) Manage Staff: The ability to add staff, modify roles and provider access for existing staff associated with your employer.

2) Manage Connections: The ability to create, approve, reject, and disable connections between your employer and other Organizations (both Provider and Non-Provider organizations).

I have an NPPES account for an NPI; can I use it in I&A** Yes, if you are an Individual Provider with an NPPES account for your NPI, you can login to I&A using your NPPES User ID and password. You may also use this account to log in to PECOS and EHR Incentive Program. Note: You may need to update some account information in I&A. NPPES User IDs used to access organization NPIs (Type 2 NPIs) cannot be used in I&A and will become obsolete. You will need to create an account in I&A in order to access PECOS and EHR

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