Complaints, Appeals, & Grievances

Have a process for customers to submit their complaints, grievances, or appeals related to the marketplace and health plan.

Complaints, Appeals & Grievances

Softheon Complaints, Appeals & Grievances' major features include:

  • Being the first point of contact for consumers, employers and assistors - Community Assistors, Navigators, Producers (brokers or agents) - to log their complaints, appeals and grievances
  • Providing multiple mechanisms to log complaints and grievances
  • Providing mechanisms to track the life cycle of complaints and grievances and their outcomes
  • Providing the ability to attach associated documents, voice and video recordings related to the complaints in the system
  • Establishing notification mechanisms to the appellants through multiple channels such as paper, email, text messaging and more
  • Other complaints, appeals and grievances management features as required