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3.7 Develop, in coordination with CMS, processes to share complaints about the Exchange, which are received from the Navigators, in-person assistance personnel, consumers, and other sources 8 Entity and Individual(s) Responsible Contractors Navigators and In-Person Assisters are trained on existing systems of insurance affordability program enrollment August 2013through the grant period Navigator Consultant Navigator Monitor Project Manager NHDHHS In-Person Assistance Contractors Navigators and IPAs are monitored for integration and coordination with existing systems of insurance affordability program enrollment Process documented Process put in place Monitoring of IPA contractors August 2013through the grant period August 2013through the grant period Navigator Consultant Navigator Monitor Project Manager NHDHHS In-Person Assistance Contractors Complaint process documented and shared with CMS Complaint process put in place and used by IPAs September 2013 Septemberthrough the grant period Navigator Consultant Navigator Monitor Project Manager NHDHHS In-Person Assistance Contractors Work Plan: New Hampshire—Cooperative Agreement to Support Establishment of the Affordable Care Act’s Insurance Exchanges—Level One Exchange Establishment Consumer Assistance Activities 3.8 Work with CMS to develop an appropriate consumer complaint referral and resolution process for the Exchange 3.9 Ensure IPA personnel adhere to FFE standards and privacy and security standards Exchange Activity: Consumer Assistance Milestones Mo/Yr to be completed September Consumer complaint referral and 2013 resolution process documented and shared with CMS SeptemberConsumer complaint referral and through the resolution process put in place and used grant period by IPAs Contractor monitoring process developed Augustthrough the and implemented grant period Entity and Individual(s) Responsible Navigator Consultant Navigator Monitor Project Manager In-Person Assistance Contractors Navigator Monitors Proj
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