Medicare CTM stands for Medicare Complaints Tracking Module. It was developed by the Centers for Medicare and Medicaid Services (CMS) as a repository for complaints made about Medicare Part C and Medicare Part D. CTM was developed to capture, track and resolve complaints against Part C and Part D Medicare.
Beneficiaries, family members and advocates are more informed and have high expectations to ensure they receive quality health care and accurate information to make educated decisions. Your organization should review good customer service practices and requirements with regard to CTM handling to ensure beneficiary satisfaction.
In order to help prevent certain allegation types that have occurred in the past, we would like to share educational pieces regarding the top complaints with our Medicare-contracted brokers. Soon, our Medicare contracted brokers will find information behind your broker log-in on the AGB portal.