New Page 1

Premium CRP Hotline Service

With the Premium CRP Hotline Service, you will enjoy all of the same benefits that come with the Basic Service, PLUS you will be assigned a personal account representative that will serve as a Compliance Assistant.

What is a Compliance Assistant?

The Compliance Assistant is a trained, professional customer service representative that will assist with the tasks as outlined by your Complaint Resolution Protocol.

What tasks will the Compliance Assistant handle?

Your Compliance Assistant will handle virtually all of the tasks required by your Complaint Resolution Protocol. Upon receiving a complaint message from your CRP Hotline, the Compliance Assistant will begin the Complaint Log as required by the Medicare Supplier Standards and the DMEPOS Quality Standards. Your Compliance Assistant will notify the caller that their complaint has been received and whom they may contact if they would like to check the status of their complaint or if they would like to speak with the Compliance Assistant or your Compliance Officer. Once the caller has been notified initially, the Compliance Assistant will work with the Provider/Supplier or designated Compliance Officer to conduct a simple investigation into the complaint and work toward a satisfactory resolution. Once a resolution is reached, the Compliance Assistant will notify the caller via written letter of the outcome of the investigation and any resolution that has been reached. Upon completion of the Complaint Log, the Compliance Assistant will forward all records, including the recorded complaint message, the complaint log, and any correspondence or documentation related to the complaint investigation to the Provider/Supplier or designated Compliance Officer for record retention required by Medicare and/or CMS.

Why do I need a Compliance Assistant?

There are many reason that you may want to utilize the Compliance Assistant; here are just a few reasons.

1.    Your Compliance Assistant is a neutral, third party to the complaint being made. This means that your customers can have confidence that all of their complaints will be handle appropriately, even if their complaint involves people in management positions. With a third-party Compliance Assistant, there are no emotional ties to hinder an objective, fair investigation into the caller's complaint.

2.    Having a Compliance Assistant will save you valuable labor time. Your Compliance Assistant will handle all of the tasks outlined by your Complaint Resolution Protocol, thereby leaving your in-store employees free to handle daily business tasks and routines for your customers.

3.    Having a Compliance Assistant will save you money. Handling complaints effectively requires labor time. Not handling complaint effectively may cost you lost revenue by losing an unhappy customer. Your Compliance Assistant will handle all of your complaint received through the hotline, in an effective, efficient, polite manner which leaves your employees free and available to handle your daily business tasks. By handling complaints effectively and efficiently through your Compliance Assistant, your customers know that their satisfaction is important to you, and you can turn an unhappy customer into a happy customer, thereby keeping your revenue, and increasing the potential for more revenue through future purchases.

4.    Having a Compliance Assistant gives you an objective performance measurement tool. Your Compliance Assistant can keep you informed of common complaints and/or serious operational violations, which will give the opportunity to make corrections or adjustments in business practices before they become costly problems.

5.    Having a Compliance Assistant gives you peace of mind. Your Compliance Assistant will make sure that your Complaint Resolution Protocol is followed according to industry Standards. You will have the satisfaction of knowing that your Complaint Policy is compliant and timely without interfering with daily business routines.