ReSupply On Hold Order Status
Article ID: 3549
Overview
Most HMEs have started using On Hold Users to indicate why a supply request is on hold. The Assigned to field is a temporary solution that helps HMEs determine the reason for the hold status at a glance.
- To view the On Hold Resupply User, click the supply request number from the patient timeline
- Refer to the Assigned to field as shown below
This example indicates the supply request is 'On Hold for Prescription'.
On Hold Users' Reasons
NOTE: The format or naming convention for some users may vary slightly from HME to HME; however, the base reasons remain the same.
Authorization Required/Compliance Issue
This indicates that the patient has been non-compliant or has been denied by Payor for some other reason. Resolution: The patient should contact their insurance provider. They might have to work with their HME to provide documentation.
Billing Issue
This indicates there is a billing issue/inquiry for this patient. The patient must contact their HME's billing team to resolve the concern.
Payor Update
This indicates that the payor (insurance) needs to be updated or confirmed. The patient either needs to provide the Payor's name, Member ID, and group number, or there is a delay with the insurance change between the HME and Payor. If the latter is the case, it would benefit to create a Work item or have the patient reach out to the local office.
Prescription Required
This indicates the prescription needs to be updated. The patient needs to contact their Doctor's office to confirm the perscription has been sent to the HME. If you have the HMEs fax number in SFDC account or can find it, provide that to the patient. *Prescription often abbreviated to RX/SMN/CMN
Machine
New machine or Machine issue. Advise the patient that we will contact the local office to check on the status. There could be a delay in obtaining a Prescription for a new device. Depending on the notes or scenario, the patient might want to contact their Doctor to check in.
Recall
Waiting for consent form with regards to the Phillips recall. The patient needs to reach out to HME to confirm they've sent it in or to have them send it by mail or secure email.
Supply Related
This could be related to any issues/inquiries regarding patients' supply type or possible backorders. Advise the patient we will reach out to the HME to find out any additional information. Create a Work item. We will try to have them reach out when possible.
- Article Metadata
- The following table provides management and control details about the current published version of this article.
Prepared By
Hannah Vincent
Reviewed By
Hannah Vincent
Process Owner
Nader Omar
Subject Matter Expert
Diane Clarke
Visibility
Internal - ACE
Revision Workflow
Standard
Archive Date
DAC
DAC3
- Revision History
- The following table summarizes changes for each published version of this article.
Date
Changes
28 March 2024
Brought up to current formatting standard (removed collapsible sections). Changed title to ReSupply On Hold Order Status.Small edits for clarity. (K00445)
1 March 2024
Add tag: on hold. Change Article Type to Reference. Add the Process Owner and Subject Matter Expert. Update format to the current standard. Minor revisions for clarity. (K00310)
10 June 2022
Initial publication. All new content.