ILLINOIS HELP DESK –

ASSESSMENTPRO SYSTEM: FREQUENTLY ASKED QUESTIONS (FAQs)

QUESTIONS ANSWERS

AssessmentPro Contact Information and Support

How do I contact the Illinois Maximus General support – phone: 833 PASRR IL (833.727.7745)
Help Desk? General PASRR and AssessmentPro questions – email: [email protected]

Additional resources: https://maximusclinicalservices.com/svcs/illinois_pasrr

Who should I contact with questions For questions regarding the status of a review, sign into your Maximus
about AssessmentPro or my system AssessmentPro system account and check your Recent Outcomes (two-week
account? history). For difficulties associated with online submissions, assistance with logging
in, becoming an AssessmentPro Administrator, questions about a pending Level I
Screen, or other general questions, contact the Illinois Maximus Help Desk at:
833.727.7745 or by email: [email protected].

When I leave a voicemail for the We thank you for your patience as we address calls in the order we receive them.
Illinois Help Desk team at Maximus, Our standard practice is to return them as soon as the next helpdesk agent is
what turnaround time should I expect available, and within the same business day for calls received before 4:00 PM EST.
for a call-back? Calls received after 4:00 PM EST will be resolved the next business day.

Where can I find Illinois program and Explore the Maximus Illinois Tools & Resources page, which has a growing list of
AssessmentPro support materials materials that will include a broad range of support content, including contact
online? information, recent announcements, helpful guides and training materials, and
relevant state links. You can find these resources at:
https://maximusclinicalservices.com/svcs/illinois_pasrr.

How do I obtain my AssessmentPro Contact your facility’s AssessmentPro Administrator to determine whether you have
username and password? a valid AssessmentPro account. Your email address is your username. If you have
forgotten your password, click the Forgot Password link on the AssessmentPro
login page and follow the instructions. A link will be emailed to you so you can set
up a new password.
If you are not receiving an email after following these steps, contact the Illinois
Help Desk by phone: 833.727.7745 or email to: [email protected].
If you need to register as your facility’s first web AssessmentPro Administrator,
contact the Illinois Help Desk for assistance.
Can my coworkers and I share a For HIPAA and security purposes, each user must have his/her own unique
username and password on username and password. Use of another person’s username/password can result
AssessmentPro? in termination of system privileges.

Is the Help Desk service available for Help Desk staff will be available to return calls and emails on the weekends
submitters on the weekends? beginning on March 14, 2022, however support resources are always available for
review through the Illinois PASRR Tools and Resources page.

© 2022 Maximus. All rights reserved. 1

 ILLINOIS HELP DESK –
ASSESSMENTPRO SYSTEM: FREQUENTLY ASKED QUESTIONS (FAQs)

QUESTIONS ANSWERS
I would like to review a resource file Some training materials on the Maximus Illinois Tools & Resources page are
on the Maximus Illinois Tools and password protected. If you see a "lock" icon next to a particular item, take the
Resources web page, but it has a following steps to open it:
“lock” icon next to it and doesn’t
1. Click the link and when prompted, enter your AssessmentPro system
appear to be accessible. How do I
Username (your email address), Password
access it?
2. Click Log In, which will unlock and open the file
3. All pw-protected content will now be available for your review for the duration of
your web session without any additional log ins

AssessmentPro – General System Use Questions

What is the credentialing required in The preference is that the submitter is someone who knows the individual best. A
order to fill out and submit PASRR? non-clinical person can enter some of the information – i.e., demographics.
However, someone with the proper degree/accreditations would be needed for final
submission.

Can multiple staff work on the Yes, multiple people can work on a PASRR draft to prepare it for submission. On
submission? the provider’s landing page in AssessmentPro, there is a tab for Draft screens.
Within that tab, there will be two sub-tabs: My Screens and Facility Screens. If the
provider opens the Facility Screens sub tab, they will be able to access the draft
screens within their facility. Once they open a draft screen, they can complete and
submit it to Maximus.
What happens if you make a mistake Nothing punitive will occur if mistakes are made on the PASRR submission. If you
in AssessmentPro on a PASRR realize error(s) have been made, you can reach out to the Clinical Reviewer, if
submission – or accidentally leave needed. However, if the omission is something that would cause a Status Change,
out important information? a new PASRR submission would be required.

For each new PASRR submitted, will Yes, AssessmentPro will default to your facility. However, if you represent multiple
the system default to the current facilities, you should always check that the correct facility is selected.
facility so that we do not have to
update it each time?

My facility is not located in Illinois. Even if your facility is another state, you will still need to select Illinois from the
Should I indicate my facility’s own State dropdown when setting up your AssessmentPro user account.
state in the State dropdown in setting
up my user account or should I select
Illinois instead?
If the individual is at another facility There is an option to choose in cases where the individual’s address is unknown.
with nowhere to go, can the
submitter enter the current address
and the Social Worker’s contact
information?
In the Payment Source section, if the The submitter would select the Private Pay option.
individual is listed as a short-term
respite stay covered under their
hospice benefit, what should the
submitter select as payment source
(since there is no hospice payment

© 2022 Maximus. All rights reserved. 2

 ILLINOIS HELP DESK –
ASSESSMENTPRO SYSTEM: FREQUENTLY ASKED QUESTIONS (FAQs)

QUESTIONS ANSWERS
source option)?

Some individuals will not give out Currently, submitters are required to provide the person’s SSN. Medicare will need
their Social Security Number (SSN). it to provide payment for the individual’s care. Sometimes this number may already
Is there a workaround for these be on file in the system so be sure to check.
situations?

If the hospital does not know which You can print the outcome and send it to the nursing facility that is chosen. The NF
NF a patient is discharging to, is should read and review the PASRR before accepting the person to make sure they
there another way to get the PASRR can meet their needs there (if this is a full Level II)
determination to the NF?

© 2022 Maximus. All rights reserved. 3