Welcome to Training for the New Generation Desktop (NGD)

1-800-MEDICARE Helpline NGD Training Expectations Centers for Medicare & Medicaid Services

Welcome to training for the New Generation Desktop (NGD). Overview NGD will be used nationwide, by every CMS call center and contractor. Each contractor employee that utilizes NGD needs to adhere to certain Rules of Behavior to protect the integrity and security of the NGD network and the private beneficiary information that it contains. User Agreement CSRs must follow all rules to keep private information from those who have not been properly identified as having a right to this information.  No specific information regarding a call is discussed with others, including other CMS contractors, without a business need, such as transferring a call to another CSR. In such cases, the information must be used in a business manner.  Call information is to be discussed only with qualified personnel, such as Managers, Supervisors, Team Leads and anyone that the CSR would report to.  Any physical information (reports, notes written to help handle the call, printouts, etc.) is handled in accordance with contractor rule for locking up and discarding private information such as HIC numbers and SSNs.  Material (claim copies, reports, notes, correspondence, etc.) containing private information, such as Medicare numbers, claim numbers, diagnosis codes, etc., is not to be left on an unoccupied desk. This type of information is to be locked in an appropriate drawer/cabinet when a CSR is not physically present.  The destruction of such data should ensure no identifiable information could be discovered. The most common practice is to shred all physical paper containing private information. Ask your supervisor for the location of the bin for shredding documents and notes. In addition to the above rules for CSRs, Medicare Benefit Specialists and those who have the ability to update claim, beneficiary, or provider information should do so in a manner accurately reflecting the information they are given.  In no instance should a CSR use their ability to update information in a manner that does not comply with the rules and guidelines outlined in this agreement. For example, if your grandfather is on Medicare and Medicare did not cover his recent purchase of a wheelchair, you should not adjust his claim so that Medicare does pay.  The NGD has no specific interface that enables any work from home or to have dial-up access to the network. If any contractor enables associates to work from home, the Rules of Behavior outlined in this agreement apply to them with additional requirements for contractor to ensure the data link between the home user and their point-of-entry is secure and in compliance with the current security outline as provided by the Federal Security Outline.  Access to the Internet is prohibited while in NGD except for CMS related web sites that are linked to from within NGD. Private beneficiary information that is contained in such web sites will fall under the same Rules of Behavior that are outlined in this document.  At no time is NGD specific equipment to be used for anything outside of NGD functionality and business purposes as outlined by the Centers for Medicare & Medicaid Services (CMS).  Each User, Developer, and Administrator of the system is granted privileges. No one is to request rights outside of their scope of duty. Individual Accountability Individuals are responsible for their own actions. Each individual must know and follow all local Standard Operating Procedures when utilizing NGD. Any individual failing to follow the above Rules of Behavior related to NGD will be subject to penalties up to and possibly including dismissal. Each infraction of the Rules of Behavior will be handled in accordance with Human Resource regulations and applicable laws. Name (Printed)______Position______Signature ______Date ______Supervisor______Call Center ______

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