Complaint Tracking Module (CTM)

Complaint Tracking Module to Comprehensively Manage Tracking of Complaints

In the face of ever-increasing customer complaints and stringent regulations around tracking and management of complaints, organizations are under immense pressure to identify, report, resolve and manage complaints. Overtime mismanaged complaint management could become a major operational issue resulting in significant reputation damage.

The Centers for Medicare and Medicaid Services (CMS) communicates complaints from beneficiaries and providers via CTM to the Medicare Part C or D Sponsor. Regulatory requirements strictly enforce the importance of promptly acknowledging, investigating and resolving these complaints with high visibility from CMS, leaving no room for error. Inovaare’s Complaint Tracking Module enables you to comprehensively manage your end-to-end CTM process, timeliness and help you remain compliant with any changes in CMS mandates and rules. Our module includes the ability to download cases from CMS’ HPMS system and upload required files to systematically update HPMS, saving time and effort.

Inovaare CTM

Key Benefits

  • CMS-required correspondence generated real time
  • Track cases at each stage of the process to ensure plans remain compliant
  • Establish stronger compliance practices
  • Email notification and routing assignments
  • Attach document to members’ records
  • Alerts when an item is due or when past due date or time
  • Module can be tailored to each firm’s supervisory procedures

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