Ombudsman Healthcare Consumer Advocacy Case Study

April 15, 2011

The Office of Managed Care Ombudsman (OMCO) opened in May 2001 and initially used an internally developed database to capture case information. The system was closed and allowed only one user at a time to input and update consumer case information. Frustrated, the Office sought a new solution to help manage complaints and feedback.

CDC Respond with ScannerLink functionality now provides the OMCO with a user-friendly, front-end system for capturing consumer case information that is accessible to multiple users and supported the business processes established to ensure that all case information is handled in a consistent and seamless manner.

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