Appeals and Grievances Audit Work Program

This audit work program reviews the appeals and grievances function, focusing specifically on transformation.

Sample audit steps include: identify key stakeholders and decision makers; confirm and communicate straw man operating model and key actions; define structure and roles of appeals and grievances for transformation; confirm drivers of change and perform a diagnostic review of the current state; review existing documentation/data gathering of the current process (e.g., workflows, policy and procedure documents); conduct walkthroughs for people, processes and technology; and assemble the transformation roadmaps.