​Cal MediConnect Complaint and Resolution Tracking Entities  

​​Back to Cal MediConnect Complaint and Resolution Tracking 

Contract Management Team​

In a joint effort, DHCS and the Centers for Medicare & Medicaid Service (CMS) share oversight responsibility for the Cal MediConnect program.  Complaints are captured and resolved through a joint database, the Complaints Tracking Module (CTM). The CTM is used by DHCS, CMS, and the Independent Ombudsman to ensure that concerns are captured and resolved by the plans in a timely manner.

Independent Ombudsman​

The Independent Ombudsman, a program funded by a Federal Grant, offers Ombudsman services to Cal MediConnect beneficiaries. The Ombudsman service is performed by an independent, third party firm, allowing for more objective analysis and observation. Complaints captured by the Ombudsman can be entered into the CTM. The ombudsman program is designed to:

• Assist potential enrollees
• Assist enrollees filing appeals and complaints when needed 
• Investigate, negotiate and resolve enrollee problems/complains with Cal MediConnect plans