Share Your Ideas to Improve the MA Complaint Process

LeadingAge will be participating in a May 1 roundtable conducted by the Urban Institute to explore issues and improvements to the Medicare systems for filing complaints, with a particular focus on Medicare Advantage (MA) plans. We are seeking member input by April 30 to inform our comments at the roundtable

Our position to date has been that there should be a dedicated provider complaint line for MA where issues can be identified, tracked for trends and resolved promptly related to plan non-compliance. Here are some questions to prompt members' thinking on this topic but other thoughts are welcome:

• What are the top three MA issues or complaints you wish you had somewhere you could report them and obtain resolution?
• How quickly do these issues require resolution?
  • Within 24 hours
  • Within a few days
  • Within a week
• What is the reason they can't get resolved currently?
• What happens if they remain unresolved (e.g., beneficiaries lose services, provider not paid, etc.)?

Ideas or examples can be sent directly to Nicole Fallon, preferably no later than April 30.