Reassign the Account Manager and Authorized Representative Roles

User Roles:

AM

AR

Program Components:

User Management

Overview

Watch a step-by-step video on how to reassign the Account Manager or Authorized Representative.

This section provides an overview of reassigning the Account Manager and Authorized Representative roles:

Introduction to Reassigning the Account Manager and Authorized Representative Roles

The Plan Sponsor must maintain an active and current Account Manager and Authorized Representative on the Plan Sponsor account to participate in the RDS Program. If a Plan Sponsor stops participating in the program, an active user account for these two roles is still necessary until four years have passed since the last Reconciliation Determination email was received. These roles may be reassigned to other individuals by the existing Account Manager and Authorized Representative. The new Account Manager or Authorized Representative has responsibilities for all applications associated with the Plan Sponsor.

Role reassignment is a two-step process for new users. First, the role is reassigned by the current Account Manager or Authorized Representative. Second, the user identified during the role reassignment process must complete registration by using the hyperlink embedded in the invitation email that is sent to their email address.

User Management is the responsibility the Plan Sponsor. For data integrity and security purposes, CMS’ RDS Center does not alter role assignments on the Plan Sponsor’s behalf.

Due to the sensitive nature of this data, the user should contact the RDS Center directly should assistance be required. One individual should not contact the RDS Center on another individual’s behalf. Do not include any Protected Health Information (PHI), as defined in the Health Insurance Portability and Accountability Act (HIPAA), or Personally Identifiable Information (PII) in the correspondence, such as User ID, Password, MBI, SSN, DOB, etc.

Return to top

Things to Consider When Reassigning the Account Manager or Authorized Representative Role

  • The Account Manager and Authorized Representative roles must always be active with a current valid user assigned to each role.
  • A replacement for the Account Manager or Authorized Representative must be selected when reassigning the Account Manager or Authorized Representative user role.
  • An Account Manager and Authorized Representative are each required to be a registered RDS Secure Website User and maintain an active Login ID and Password.
  • The current Account Manager or Authorized Representative has the authority to reassign both the Account Manager and/or Authorized Representative user roles.
  • An existing Account Manager or Authorized Representative may be reassigned to the Account Manager or Authorized Representative role, respectively, or a new user that meets the qualifications of an Account Manager or Authorized Representative may be invited to register in the RDS Secure Website.
  • The RDS Secure Website allows an individual to act in only one role at a time. CMS' RDS Center validates an individual's Date of Birth and Social Security Number to ensure that each individual has only one user account at a time.
  • RDS Secure Website users may only function in one user role in the RDS Secure Website, so an individual must be assigned the same user role for each Plan Sponsor they are associated with.
  • When the Account Manager or Authorized Representative role is reassigned, the account associated with the original account holder will be expired. If that user requires access to the Secure Website again in the future, regardless of the role, the individual is required to complete registration again.

Return to top

Reassigning the Account Manager or Authorized Representative Role to an Individual Currently Registered in the Secure Website Under a Different Role Type

The RDS Secure Website allows an individual to act in only one role at a time, so an individual must be assigned the same user role for each Plan Sponsor they are associated with. If the incoming Account Manager or Authorized Representative is currently a registered Secure Website user with a different role (e.g., Designee), that user must first be removed from all applications and/or Plan Sponsor accounts they are currently associated with before being assigned as the new Authorized Representative or Account Manager, including applications that completed Reconciliation in the past.

After the user has been removed from all accounts, their current Secure Website account will be systematically expired. Once that occurs, the incoming Account Manager or Authorized Representative is then required to complete registration again using the invitation email that is sent to them upon role reassignment; that user should not attempt to log into the Secure Website with their previous account credentials. The user should allow one day after their termination date to begin registration.

Return to top

Timing of User Role Reassignment

  • Changes to the Account Manager and Authorized Representative user roles cannot be made until the Account Manager and the Plan Sponsor have passed initial validation in the RDS Secure Website.
  • When user roles are reassigned, the terminated user will be valid until 11:59PM Eastern Time of the termination date. The new user is effective at 12:00AM Eastern Time on the day immediately following the terminated user's termination date.
  • A user terminated from a previous role may be reassigned as the Account Manager or Authorized Representative, as long as that user's previous user role has been terminated from all Plan Sponsors and applications that they are associated with. Allow one day after the user's termination date before assigning the user the new role.
  • Both the Account Manager and Authorized Representative roles may be pending reassignment at the same time.
  • The Account Manager and the Authorized Representative may be reassigned on the same day, but the termination date must be a different date.
  • A pending reassignment may be cancelled prior to the time the reassignment takes effect.

Note: The reassignment of user roles can affect final payments. The Account Manager and Authorized Representative roles must be active.

Return to top

Reassigning the Account Manager and Authorized Representative Roles When Neither the Current Account Manager or Authorized Representative is Available

If neither the Account Manager nor the Authorized Representative are available to reassign those roles, please contact CMS’ RDS Center and include the following information:

  • Plan Sponsor Name and Plan Sponsor ID
  • Name of the current Account Manager
  • Name of the current Authorized Representative
  • Name, email address, and phone number of the individual the Plan Sponsor now wishes to fill the Account Manager role
  • Name, email address, and phone number of the individual the Plan Sponsor now wishes to fill the Authorized Representative role

The RDS Center will process the request and assign the Account Manager role to the new individual. Once complete, the new Account Manager will complete registration using the registration email that will be sent to the address provided. After the Account Manager has been successfully validated and they have an active Secure Website account, they will then invite the new Authorized Representative to the Plan Sponsor account and that individual will complete registration using their invitation email.

Return to top

Email Notifications About User Role Reassignment

When either the Account Manager or Authorized Representative user roles are reassigned, or when a pending user role reassignment is cancelled, both the Account Manager and the Authorized Representative, as well as the newly reassigned user, will receive email notifications of the changes.

The following table lists the emails that will be sent:

Email Notifications by Email Subject Line, Recipient, and Email Description
Email Subject Line Recipient Email Description
RDS Program Account Manager Invitation To: Pending New Account Manager A new Account Manager Reassignment has been initiated. A new Account Manager assigned to an existing Plan Sponsor will receive this invitation email to begin Registration, even if they are already a registered RDS Secure Website user.
RDS Program Account Manager Invitation - CC To: Authorized Representative The Authorized Representative will receive a copy of the Account Manager Invitation email.
RDS Program Account Manager Reassignment To: Current Account Manager
CC: Authorized Representative
After the Account Manager user role is reassigned, the current Account Manager will receive this email notifying them that their user role will be terminated by the effective date.
RDS Program Account Manager Invitation Cancellation To: Pending New Account Manager
CC: Authorized Representative
The individual who was to be assigned as the new Account Manager will receive this email when their assignment is cancelled. They will not be the new Account Manager.
RDS Program Account Manager Reassignment Cancellation To: Current Account Manager
CC: Authorized Representative
The current Account Manager, who was previously notified that their user role is terminated by the effective date, will receive this email when the termination is cancelled. They will remain the Account Manager.
RDS Program Authorized Representative Invitation To: Pending New Authorized Representative A new Authorized Representative Reassignment has been initiated. A new Authorized Representative assigned to a new or existing Plan Sponsor will receive this invitation email to begin Registration, even if they are already a registered RDS Secure Website user.
RDS Program Authorized Representative Invitation - CC To: Account Manager The Account Manager will receive a copy of the Authorized Representative Invitation email.
RDS Program Authorized Representative Reassignment To: Authorized Representative
CC: Account Manager
After the Authorized Representative user role is reassigned, the current Authorized Representative will receive this email notifying them that their user role will be terminated by the effective date.
RDS Program Authorized Representative Invitation Cancellation To: Pending New Authorized Representative
CC: Account Manager
The individual who was to be assigned as the new Authorized Representative will receive this email when their assignment is cancelled. They will not be the new Authorized Representative.
RDS Program Authorized Representative Reassignment Cancellation To: Authorized Representative
CC: Account Manager
The current Authorized Representative, who was previously notified that their user role is terminated by the effective date, will receive this email when the termination is cancelled. They will remain the Authorized Representative.

Return to top

Step-by-Step Instructions

Watch a step-by-step video on how to reassign the Account Manager or Authorized Representative.

This section provides step-by-step instructions to reassign the Account Manager or Authorized Representative user role and to cancel a pending user role reassignment:

Note: This process requires that you enter an email address for the person you want to reassign. Depending on the situation, you may navigate to one of three different pages during this process:

  • User Found and Cannot Be Reassigned page: The Email Address entered has been found in the Secure Website, but this person cannot be assigned as an Account Manager or Authorized Representative because they are already assigned a different role or the user account is inactive. See guidance below or assign another individual.
  • User Found and Can Be Reassigned page: The Email Address entered has been found in the Secure Website and this person can be assigned as the Account Manager or Authorized Representative because they are currently assigned that role.
  • User Not Found page: The Email Address entered was not found in the Secure Website and this person can be assigned as the Account Manager or Authorized Representative because they do not have another conflicting role.

To access the RDS Secure Website, and navigate to the Plan Sponsor List with Application Summary page, review instructions to access RDS Secure Website.

From the Plan Sponsor List with Application Summary page:

  1. Select Reassign User Roles in the Account Settings box.

     Select [Reassign User Roles]

On the Reassign User Roles page:

An * indicates a required field.

  1. *Select the Plan Sponsor ID associated with the user role to be reassigned from the dropdown menu if there is more than one Plan Sponsor.
  2. *Select Account Manager or Authorized Representative from the User Role for Reassignment dropdown menu.
  3. Select Continue to reassign the selected user role or select Cancel to return to the Plan Sponsor List with Application Summary page.

     Select [Continue]

On the User Role Reassignment page:

An * indicates a required field.

  1. *Select the Termination Date: Month, Day, and Year for the existing Account Manager or Authorized Representative.
    • The date must be today's date or a future date.
    • The current user in the role will be valid until 11:59PM Eastern Time on the day selected.
  2. *Enter the Email Address for the new Account Manager or Authorized Representative.
  3. Select Continue to search for the Email Address or select Cancel to return to the Reassign User Roles page.

     Select [Continue]

You will navigate to one of three pages:

User Found and Cannot Be Reassigned page:

  1. Select Cancel to return to the User Role Reassignment page.

     Select [Cancel]

    Note: A user cannot be reassigned as an Authorized Representative or an Account Manager when:

    • Their RDS Secure Website user account is inactive. To resolve their inactive account, the Account Manager/Authorized Representative must verify their Email Address when logging into the RDS Secure Website. Refer to Verify Email Address for step-by-step instructions.
    • Their Email Address is associated with a user account that has a different RDS Secure Website user role. A user terminated from a previous role may be reassigned as the Account Manager or Authorized Representative, as long as that user's previous user role has been terminated from all Plan Sponsors that they are associated with, including applications that have completed Reconciliation. Allow one day after the user's termination date before assigning the user the new role.

Or

User Found and Can Be Reassigned page:

  1. Select Continue to proceed or select Cancel to return to the User Role Reassignment page.

     Select [Continue]

On the User Role Reassignment Verification page:

An * indicates a required field.

  1. *Enter Answers to your personal Security Questions.
  2. Select Confirm to reassign this user role or select Cancel to return to the User Role Reassignment page.

     Select [Confirm]

On the User Role Reassignment Confirmation page:

  1. Select Continue to return to the Plan Sponsor List with Application Summary page.

     Select [Continue]

Or

User Not Found page:

  1. Select Assign New to add a new user or select Cancel to return to the User Role Reassignment page.

     Select [Assign New]

On the Reassign New User Role page:

An * indicates a required field.

  1. *Enter the First Name
  2. Enter the Middle Initial
  3. *Enter the Last Name
  4. Select Continue to proceed or select Cancel to return to the User Role Reassignment page.

     Select [Continue]

On the User Role Reassignment Verification page:

An * indicates a required field.

  1. *Enter Answers to your personal Security Questions.
  2. Select Confirm to reassign this user role or select Cancel to return to the Reassign New User Role page.

     Select [Confirm]

On the User Role Reassignment Confirmation page:

  1. Select Continue to return to the Plan Sponsor List with Application Summary page.

     Select [Continue]

Return to top