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What You Should Know:
Care and Case Management System Information and Support


The new Care and Case Management (CCM) System is an important part of the case management support that you receive, and there continues to be fine tuning needed to get it just right. Read on for identified issues that you might experience with this new case management database, along with ways to seek support if you need it.

Over the past several months, RMHS 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).

Now that we have reached the scheduled November 1 transition date, we would like to 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.

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 priority is providing you with a smooth case management transition and ongoing support in a person-centered, timely manner. We maintain 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.

In the meantime, here are a few key areas where this system improvement process may impact you:

1. 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.

2. 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.

3. 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.

How to Seek Support

Your input is invaluable in helping us improve and tailor our services to your specific needs. If you have questions, feedback, or encounter issues within the new CCM system, please reach out to us via any of the following ways:

  • Your case manager is always a resource – you can contact them if you need support

  • Contact the RMHS Member Contact Center at (844) 790-7647

  • Email


On behalf of RMHS 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.

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