When to use:

SHIP IDs are used by select Senior LinkAge Line staff to access beneficiary information via a phone number set up by the Centers for Medicare and Medicaid Services (CMS). Having a SHIP Unique ID allows you to contact 1-888-647-6701 on behalf of a beneficiary and prioritizes your call over other callers (less hold time) to the 1-800-Medicare phone number. This special phone number is designated for use by State Health Insurance Assistance Program (SHIP) staff only and is not to be shared with anyone.

Requirements:

CMS requires that Senior LinkAge Line staff complete Medicare training (101, 201, and 301--previously known as Core Body of Knowledge) and become a certified SHIP counselor prior to requesting a SHIP Unique ID.
After completing Medicare training, a confidentiality statement must be signed and dated by you and your supervisor before receiving your SHIP Unique ID.
Staff are required to complete a new confidentiality statement form twice per year (May and November) to maintain your ship Unique ID access.
- Individuals who do not submit a new form to the designated staff by the due date will have their SHIP Unique ID deactivated.

Obtaining a SHIP Unique ID:

Using your SHIP Unique ID:

Dial the CMS SHIP phone number (1-888-647-6701)
Using the phone keypad, enter in your SHIP Unique ID number
You will be informed if your SHIP number is in the system
If your SHIP Unique ID number is in the CMS system, the call will proceed and the Customer Service Rep (CSR) will assist you
1. Select the best option for the reason for the call (often this will be general information)
2. Be prepared to tell the Customer Service Rep information about the beneficiary including:
  1. First and Last Name
  2. Date of Birth
  3. Address (Rep Payee address if applicable)
  4. Medicare ID Number or Social Security Number
  5. What you need assistance with
If your SHIP number is not in the CMS system, the call will not proceed any further
1. If your SHIP Unique ID is not in the CMS system, your supervisor or designated staff will need to submit a support request.
2. The Senior LinkAge Line team member will work with CMS to get the number activated. This can take time (usually 10 days) before it will be activated.
3. If your SHIP Unique access is going to be denied due to lack of use, you will receive an email from Booz-Allen, which also is sent to the designated Senior LinkAge Line team member. The Senior Linkage Line team member will work to fix your access by coordinating with Booz Allen and CMS. You will be notified by the Senior LinkAge Line team member when your access has been restored.
4. If your access is denied and you need information that is provided with use of the SHIP Unique ID, contact the Client Services Center (CSC) for assistance.

Important:

DO NOT give your SHIP ID number to anyone to use (including clients, contacts, staff, and other volunteers).
DO NOT have the callers on the phone and able to hear your ID when you call SHIP. Make sure they are on hold while providing your ID to the CSR. If helpful to have the caller in the conversation, you can take them off hold after providing your ID.
Your SHIP ID gives you access to protected information. It is a data breach if someone else obtains your SHIP ID.

Examples of SHIP Assistance:

Current, past, and sometimes future coverage dates for Original Medicare, Advantage Plans, Cost Plans, and Part D plans.
Verification if current coverage is Medigap Plans or retiree coverage.
Extra Help/Low Income Subsidy (LIS) status and benefit level.
Original Medicare coverage end dates and termination reason.
Enrollment into Advantage, Cost, and Part D Plans.
Claims submitted to Original Medicare (helpful to know the date of service).
Mailing replacement Medicare card (if the mailing address is accurate and updated).
- Note: It may take up to a month receive the card, but they can also send an entitlement letter which should arrive sooner
If the information above does not match what is on file with CMS and SSA, the CSR may ask for other identifying information such as the beneficiary’s Part A and/or B start dates. If the CSR is not able to match enough identifying information, they will not be able to provide information about the beneficiary.
Providing pharmacy billing information for drug plans (can be Stand-alone Part D, Advantage Plans, or Cost Plans) which would include BIN, PCN, RX ID, GROUP ID if they need to fill medications and do not have their card.

Note: You can use your SHIP ID to call Limited Income NET Program (LI NET) (1-800-783-1307) and verify if a beneficiary can use the LI NET program. Follow the same guidance on this article. Provide the following when using LI NET:

- BIN: 015599
  PCN: 005440000
  Group ID: May be left blank
  Cardholder ID: Medicare claim number (include letters)

If calling SHIP or LINET with the beneficiary (to file a complaint, to complete an enrollment, etc.).
- If it is not conducive to put the caller on hold first, decline to give out your SHIP ID and let the CSR know the beneficiary is present. Helpful script: “I’m helping the beneficiary who is on the line with me, so I’m not able to give you my ID, but they are here to provide information and permission needed.”
There are also some Medicare Advantage and Part D plans that will accept the SHIP Unique ID and provide client information to the SHIP staff. An updated list will be added when available.

What to do if you forget, lose, or give out your SHIP Unique ID:

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