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Complex Issues and Referrals Training Manual

(Updated May 2013)

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

Zip file – All Complex Issues and Referrals Training Manual documents (PDF, Excel, and Word)
Note: These files are large so may take several minutes to save or open.
Chapters 1 – 7
 Table of Contents  Manual Cover Page and Table of Contents 
 Introduction  Introduction 
 Chapter 1  Complex Issues and the SMP Role 
 Chapter 2  When You Suspect Medicare Error
 Chapter 3  When You Suspect Medicare Fraud or Abuse 
 Chapter 4  When You Suspect Part D or Part C Marketing Violations 
 Chapter 5  Medicaid and Other Health Care Complaints 
 Chapter 6  Consumer Protection Issues and Remedies 
 Chapter 7  Case Studies; Applying What You Have Learned 
Appendices A – J
 Appendices  Appendices Cover Page and Table of Contents 
 Appendix A  Types of SMP Questions (Resources for SMPs>Training>SMP Counselor Training)
 Appendix B  SMP Unique ID User Guide
 Appendix C  SMP Referrals to the OIG Hotline
 Appendix D  Flow Chart – SMP Complex Issues and Referrals 
 Appendix E Can They Do That? Medicare Part C and Part D Plan Marketing Rules
 Appendix F

 Glossary of Terms

 Index

 Complex Issues and Referrals Manual Index

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. 
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