ILLINOIS HELP DESK –
ASSESSMENTPRO SYSTEM: FREQUENTLY ASKED QUESTIONS (FAQs)
© 202 2 M aximus. All rights reserved. 1
QUESTIONS ANSWERS
AssessmentPro Contact Information and Support
How do I contact the Illinois Maximus
Help Desk?
General support – phone: 833 PASRR IL (833.727.7745)
Additional resources: https://maximusclinicalservices.com/svcs/illinois_pasrr
Who should I contact with questions
about AssessmentPro or my system
account?
For questions regarding the status of a review, sign into your Maximus
AssessmentPro system account and check your Recent Outcomes (two-week
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
Illinois Help Desk team at Maximus,
what turnaround time should I expect
for a call-back?
We thank you for your patience as we address calls in the order we receive them.
Our standard practice is to return them as soon as the next helpdesk agent is
available, and within the same business day for calls received before 4:00 PM EST.
Calls received after 4:00 PM EST will be resolved the next business day.
Where can I find Illinois program and
AssessmentPro support materials
online?
Explore the Maximus Illinois Tools & Resources page, which has a growing list of
materials that will include a broad range of support content, including contact
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
username and password?
Contact your facility’s AssessmentPro Administrator to determine whether you have
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
username and password on
AssessmentPro?
For HIPAA and security purposes, each user must have his/her own unique
username and password. Use of another person’s username/password can result
in termination of system privileges.
Is the Help Desk service available for
submitters on the weekends?
Help Desk staff will be available to return calls and emails on the weekends
beginning on March 14, 2022, however support resources are always available for
review through the Illinois PASRR Tools and Resources page.
ILLINOIS HELP DESK –
ASSESSMENTPRO SYSTEM: FREQUENTLY ASKED QUESTIONS (FAQs)
© 202 2 M aximus. All rights reserved. 2
QUESTIONS ANSWERS
I would like to review a resource file
on the Maximus Illinois Tools and
Resources web page, but it has a
“lock” icon next to it and doesn’t
appear to be accessible. How do I
access it?
Some training materials on the Maximus Illinois Tools & Resources page are
password protected. If you see a "lock" icon next to a particular item, take the
following steps to open it:
1. Click the link and when prompted, enter your AssessmentPro system
Username (your email address), Password
2. C
lick 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
order to fill out and submit PASRR?
The preference is that the submitter is someone who knows the individual best. A
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
submission?
Yes, multiple people can work on a PASRR draft to prepare it for submission. On
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
in AssessmentPro on a PASRR
submission – or accidentally leave
out important information?
Nothing punitive will occur if mistakes are made on the PASRR submission. If you
realize error(s) have been made, you can reach out to the Clinical Reviewer, if
needed. However, if the omission is something that would cause a Status Change,
a new PASRR submission would be required.
For each new PASRR submitted, will
the system default to the current
facility so that we do not have to
update it each time?
Yes, AssessmentPro will default to your facility. However, if you represent multiple
facilities, you should always check that the correct facility is selected.
My facility is not located in Illinois.
Should I indicate my facility’s own
state in the State dropdown in setting
up my user
account or should I select
Illinois instead?
Even if your facility is another state, you will still need to select Illinois from the
State dropdown when setting up your AssessmentPro user account.
If the individual is at another facility
with nowhere to go, can the
submitter enter the current address
and the Social Worker’s contact
information?
There is an option to choose in cases where the individual’s address is unknown.
In the Payment Source section, if the
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
The submitter would select the Private Pay option.
ILLINOIS HELP DESK –
ASSESSMENTPRO SYSTEM: FREQUENTLY ASKED QUESTIONS (FAQs)
© 202 2 M aximus. All rights reserved. 3
QUESTIONS ANSWERS
source option)?
Some individuals will not give out
their Social Security Number (SSN).
Is there a workaround for these
situations?
Currently, submitters are required to provide the person’s SSN. Medicare will need
it to provide payment for the individual’s care. Sometimes this number may already
be on file in the system so be sure to check.
If the hospital does not know which
NF a patient is discharging to, is
there another way to get the PASRR
determination to the NF?
You can print the outcome and send it to the nursing facility that is chosen. The NF
should read and review the PASRR before accepting the person to make sure they
can meet their needs there (if this is a full Level II)
