Callers with complaints against your
employees, services, or products will call your Nationwide Toll Free Hotline
number. They will then be prompted to enter your Exclusive Store Identification
number. Upon dialing your Store ID, callers will be asked a series of questions
designed to log the necessary data according to Medicare requirements. Callers
responses are stored in a digital voicemail file which are initially delivered via email
to your Hotline Assistant.
Assistant will listen to the voice message from the caller and transcribe the
details onto the Complaint Log Worksheet. After the Log Worksheet as been
started, the Hotline Assistant will notify the caller that their complaint has
been received and will be reviewed by the Compliance Officer of your company.
A Copy of the Log
Worksheet is emailed to the Compliance Officer, or other authorized individual,
for review and resolution. Your Hotline Assistant may offer suggested
resolutions, however the final decision on resolution is the responsibility of
the Compliance Officer.
When a complaint
has been resolved, the Hotline Assistant will notify the caller of the
resolution via written letter. Log Worksheets are then completed and
signed by the Hotline Assistant.
Every 30-45 days,
depending on the amount of complaints, original audio files, Closed Log
Worksheets and supporting complaint documentation will be forwarded to the
Compliance Officer for secure records retention.
In the event of a Medicare Information
Request or Review, you will have the confidence of having sufficient compliance
with Medicare’s Supplier Standards