You need to know several key points when designing an effective case management program. Having an effective case management structure will help a compliance program meet its responsibility to align with the Office of Inspector General’s Seven Elements of an Effective Compliance Program, keeping it audit-ready when regulators decide to visit. And regardless of the regulatory requirements, it just makes good business sense to do so.
When developing a case management program, defining requirements upfront and creating a system with the end in mind—such as determining what the system should ultimately be able to do, or deciding what metrics should be captured and for what audience—will produce long-term results from a functionality perspective, a reporting lens, and an overall higher quality management of the cases. Reducing variation is key; consistency and standardization are critical to maintaining an ongoing system. An organization must evaluate its case management structure continuously to make improvements and evolve with the times.
