The National Consumer Protection Technical Resource Center: The Center of Service & Information for SMPs


Resources for SMPs
Home Resources for SMPsTrainingComplex Issues & Referrals Training Complex Issues and Referrals Training Manual

Complex Issues and Referrals Training Manual

The Complex Issues & Referrals Training Manual is intended for both SMP staff and volunteers who manage complex issues and conduct referrals. Below is the entire manual, either in one complete file or by individual components. Blank pages have been inserted to make the manual printer-friendly for two-sided printing.

 Section  Link(s)
Complex Issues and Referrals Manual
Entire Complex Issues and Referrals Manual (Revised! March 2012)
Chapters 1 – 7
 Table of Contents  Manual Cover Page and Table of Contents (Revised! March 2012)
 Introduction  Introduction (Revised! March 2012)
 Chapter 1  Complex Issues and the SMP Role (Revised! March 2012)
 Chapter 2  When You Suspect Medicare Error (Revised! March 2012)
 Chapter 3  When You Suspect Medicare Fraud or Abuse (Revised! March 2012)
 Chapter 4  When You Suspect Part D or Part C Marketing Violations (Revised! March 2012)
 Chapter 5  Medicaid and Other Health Care Complaints (Revised! March 2012)
 Chapter 6  Consumer Protection Issues and Remedies (Revised! March 2012)
 Chapter 7  Case Studies; Applying What You Have Learned (Revised! March 2012)
Appendices A – J
 Appendices  Appendices Cover Page and Table of Contents (Revised! March 2012)
 Appendix A  Types of SMP Questions (Resources for SMPs>Training>SMP Counselor Training)
 Appendix B  SMP Unique ID User Guide (Revised! March 2012)
 Appendix C  Map of ZPIC Zones (Revised! March 2012)
 Appendix D  SMART FACTS Job Aid: Complex Issues Basic Data Entry (Resources for SMPs>Training>SMART FACTS Training)
 
 Appendix E

 SMART FACTS Job Aid: Complex Issues, Referrals (Resources for SMPs>Training>SMART FACTS Training)
 Appendix F

 SMP Referrals to the OIG Hotline (Revised! March 2012)
 Appendix G

 Can They Do That? Medicare Part C and Part D Plan Marketing Rules (Revised! March 2012)
 Appendix H  Flow Chart - SMP Complex Issues and Referrals (Revised! March 2012)
 Appendix I  Glossary of Terms (Revised! March 2012)

Questions?

For questions about this manual, contact Ginny Paulson, SMP Resource Center Director, 319-358-9402, gpaulson@smpresource.org. For questions about the SMP Resource Center’s overall training program, contact Heather Flory, SMP Resource Center Training Manager, 319-272-2454, hflory@smpresource.org. 
Disclaimer