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The 1-800 MEDICARE program provides information to people with Medicare through a toll-free (800 Service) line. Services are available 24 hours a day, seven days a week in English, Spanish and TDD. All calls are handled through an Interactive Voice Response (IVR) Unit. The 1-800 MEDICARE IVR provides callers with routine, general information and routes callers with more difficult or beneficiary specific questions to the appropriate CSR based on specific skill sets. CSRs use a desktop application with scripted answers to respond to questions about Medicare. Community Based Organization and Customer Service (CBO/CSR) is an enterprise application that requires users to first register in CMS' Individuals Authorized Access to the CMS Computer Services (IACS) security system to obtain a user ID and Login to the CBO/CSR application for 1-800-MEDICARE Customer Service Representatives (CSRs). Once this ID is received, users can gain access to the appropriate CMS applications by providing specific information that matches the required credentials. IACS allows the Medicare CSR's to provide information to the Beneficiaries in regards to Plan Data, Plan Analysis, on-line registration/Enrollment, Medicare Inquiries, etc. Within IACS, there are two roles for the CSRs, they are the CSR User or CSR Approver used in order to select the appropriate call center In order to protect the CMS and user information, all users must register and be approved in the CMS' security system prior to accessing applications. IACS is the security system CMS uses to register users and control issuance of User IDs, passwords and access to the CMS web-based applications. IACS is an enterprise security solution that will be deployed to individuals requiring access to many CMS enterprise applications. The primary objective of the IACS framework is to enable greater information access for CMS application users while providing a higher degree of security across the CMS enterprise. IACS will help CMS improve customer service by simplifying interactions for individual users. In the present environment, some applications have not been implemented by IACS. As a result, there is still the possibility that an individual user needing access to multiple applications may need to log in to each application with different user IDs and passwords. The IACS solution, when fully implemented, will provide one single user ID and password for each user, regardless of how many applications they access. IACS uses a self-registration process. The Downloads section, below, lists IACS User Guides applicable to the CBO/CSR system. These guides provide users with information and instructions to register in IACS and request access to CMS application(s) available to your user community. The guides are provided in standard and accessible versions according to the 1998 Amendment to Section 508 of the Rehabilitation Act. The displayed titles show "Standard" and "508 Accessible", respectively. Please contact your Help Desk if you have any questions on the IACS' guides or system functionality.
Page Last Modified: 09/09/2008 1:34:31 PM
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