Frequently Asked Questions

The statute and regulations require that states provide individuals several channels through which they can apply for Medicaid and CHIP coverage - by mail, in person, on line and over the telephone. Following are some guiding principles for administering telephonic applications based on successful strategies many states have in place today.

1. Accepting a Telephonic Application - States may develop their own processes for accepting and adjudicating telephonic applications. The process for accepting applications by phone must be designed to gather data into a sufficient format that will be accessible for account transfer to the appropriate insurance affordability program. For example, a customer service representative could verbally communicate application questions to the applicant, while electronically filling out the online version of the single streamlined application.
2. Voice Signatures - All applications must be signed (under penalty of perjury) in order to complete an eligibility determination. In the case of telephonic applications, states must have a process in place to assist individuals in applying by phone and be able to accept telephonically recorded signatures at the time of application submission. If applicable, states can maintain their current practices of audio recording and accepting voice signatures as required for identity proofing.
3. Records and Storage - Upon request, states must be able to provide individuals with a record of their completed application, including all information used to make the eligibility determination. As such, CMS recommends that states record all telephonic applications. This may be accomplished by taping the complete application transaction as an audio file, or by producing a written transcript of the application transaction, among other options. The length of storage of these records should comply with current regulations on application storage.
4. Confirmations and Receipts - States should provide a confirmation receipt documenting the telephonic application to the applicant. Such confirmation should be provided upon submission of the application or at any time the applicant wishes to end the customer representative interaction. Confirmation receipts can be delivered via electronic or paper mail (based on the applicant's preference). Confirmation receipts must include key information for applicants, including but not limited to the application summary, the eligibility determination summary page, a copy of the attestations/rights and responsibilities and the submission date of the signed application.

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FAQ ID:92156

The submission package consists of the completed templates and any supporting documentation needed to understand the UPL demonstration. This could include the completed Guidance document and supporting documentation (in Microsoft Excel with formulas included, not as a PDF) that is necessary to further explain a state's UPL demonstration, and a summary spreadsheet that aggregates the UPL gap for each of the ownership categories (state government owned, non-state government owned, and private).

FAQ ID:92236

Yes, the templates allow the use of multiple cost centers. For example, if the state uses a cost methodology for ancillary services and a per-diem methodology for routine services, the state will complete one cost template and one per-diem template in order to account for these two cost centers. Every hospital would be featured in each of the two templates; however, to differentiate their provider information, the state would append the Medicare Certification Number (Medicare ID) (variable 112) with a letter, such as an -A or a -B. For example, if the Medicare ID was 123456, it would be depicted in the cost template as 123456-A and in the per diem template as 123456-B. If a Medicare Certification Number is not available then the state should append the Medicaid Provider Number. If there are multiple cost centers under either the cost or per-diem methodology, the state would separate out the cost centers within their respective templates. Each cost center should be associated with only one appended letter and these should be described in the notes tab. When using multiple cost centers, the state should insert a new tab in the templates that summarizes the UPL gap calculations for each of the ownership categories (state government owned, non-state government owned, and private), unless a summary worksheet is already included in the workbook.

FAQ ID:92261

FAQ ID:92846

The spell check function is determined by your web browser and is not a feature within MACPro itself. Within Internet Explorer, there is an option to turn spelling correction on or off.

1. Under "Settings," choose the "Programs" tab and then select "Manage add-ons."
2. On the left hand tool bar, there is a "Spelling Correction" Add-on Type. There is a box labeled "Enable Spelling Correction" that can be selected.
3. Select "Enable spelling correction".

FAQ ID:92851

If there are questions or problems related to the system/website, please contact the MACPro Help Desk staff via email to MACPro_HelpDesk@cms.hhs.gov. If there are questions regarding the quality measure content or reporting please contact MAC Quality TA via the contact link at the bottom of the screen or by email to MACQualityTA@cms.hhs.gov.

FAQ ID:92726

User Management is a feature in MACPro that works in conjunction with the CMS EIDM user identification and authentication system. To request access to the MACPro application, a user must first go to the Enterprise Identity Management Portal (EIDM: https://portal.cms.gov ) and create an EIDM ID. Once an ID is created, the user must request access to the MACPro application by way of an EIDM role. Once their EIDM role request is approved, they may access MACPro via the link https://macpro.cms.gov  and enter their newly created EIDM credentials to log in. Once in MACPro, the user must request their MACPro roles and attributes via My User Profile under the Records tab. MACPro user role requests are approved by the State System Administrator, CMS System Administrator, or CMS Role Approver. Further detailed instructions can be found in the reference documents posted to Medicaid.gov (https://www.medicaid.gov/state-resource-center/medicaid-and-chip-program-portal/medicaid-and-chip-program-portal.html).

FAQ ID:92731

Yes, before logging out, save any information you have entered. Select the Logout link when you're finished with the application site and then close your browser. By doing so, you prevent others from potentially gaining access to your application in your absence.

FAQ ID:92736

Email the MACPro Help Desk at MACPro_HelpDesk@cms.hhs.gov.

FAQ ID:92741

The system automatically times users out and sends an error message when a user does not navigate the application within 60 minutes. When a 'Session Timed Out' error message appears, a loss of data may occur. Therefore, it is recommended to continually save your work every ten minutes.

Please take special note, writing in a text box for 60 minutes does not count as refreshing the page. You must select save or navigate through the application to avoid being timed out.

FAQ ID:92746