CMRD Known Issues  

DP is currently collaborating with community partners and the Colorado Department of Health Care Policy and Financing (HCPF) to address issues affecting families receiving Long-Term Services and Supports. Read HCPF's acknowledgment and commitment to resolving challenges highlighted in their letter to members.

We are optimistic about the progress being made by HCPF in addressing concerns and will keep advocating for prompt relief and lasting, sustainable solutions.  

Over the past several months DP has worked closely with the Colorado Department of Health Care Policy and Financing (HCPF) along with our neighboring case management agencies to plan and carry out the necessary steps associated with Case Management Redesign (CMRD).  

As we have reached the scheduled November 1 transition date, we have identified pressure points or what we are calling “known issues” with the transition process.  

This page will walk you through what you might experience as we settle into this shift, specifically as it pertains to the new state-wide case management database called the Care and Case Management (CCM) System.


Background

The CCM system is a critical component of the case management supports that you receive. And as is often the case with big technology shifts, fine tuning is needed to get it just right. Although this process can feel challenging, rest assured that we are assisting HCPF by identifying and communicating issues as they arise and supporting them to make the necessary modifications that will help the case management database work as seamlessly as possible for you.


Our Commitment

Our priority is providing you with a smooth case management transition and ongoing support in a person-centered, timely manner within all our available resources. DP is maintaining open lines of communication with HCPF to help them troubleshoot database issues as they are identified. 

Rest assured, all CMAs and HCPF remain committed to fixing these system glitches and improving your overall service experience as a member receiving long-term care. 


Known Issues 

In the meantime, here are key areas where system issues may be impacting you/your family: 

  • Access to your Information:

    In some instances, your case manager might not be able to immediately access or update your information in the CCM system.

    If this happens, we will work to quickly identify the issue and work with the state to resolve it.

  • Access or make updates to your service plans:

    Sometimes, your case manager might not be able to create or update your service plans which could make it hard to share information with your providers.

    When this happens, your case manager will temporarily document your information in a different way and work with the state to help them fix the issue.

  • Prior authorization requests for providers

    Case managers may experience issues both creating and submitting prior authorizations requests (PARs) in the state’s CCM system, which means that payment to providers might be affected.

    We will continue to work collaboratively with the state and your providers to avoid any disruption in your services, but some providers may pause your services until the issue is resolved.

Actions you can take 

  1. Contact us 

    Your input is invaluable in helping us improve and tailor our services to your specific needs. If you have questions, feedback, or encounter issues due to this transition, please reach out to us. 

  2. Research more directly by visiting these resources from our state partners at HCPF:  

On behalf of DP and HCPF, we commit to continued collaboration and supporting you and your provider agencies during this transitional time.  

Thank you for your patience, understanding, and partnership as we work to create shared solutions together.