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Time-Based Outreach

Describes time-based outreach. Includes instructions for creating and modifying the outreach schedule.

Article ID: 5916

Time-Based Outreach is a feature that automatically contacts patients at specific timed intervals. This feature differs from traditional Mask-Based Outreach, which is triggered based on mask eligibility only, whereas, Time-Based Outreach is set on time intervals and is triggered as long as the patient is eligible for at least one item. 

This feature must be enabled by a Solutions Operations Specialist. Once the feature is enabled, an Administrator on your account (or a Solutions Operations Specialist) can assist in creating your new outreach schedules. You are also able to modify your outreach schedules after they have been created.

Create a New Outreach Schedule

  1. Click the Administration button in the top right-hand toolbar

  2. Select Outreach schedules from the drop-down menu 

  3. Click the New schedule + button 

NOTE: The existing call schedule and settings have been moved to Default mask eligibility schedule

  1. Name the schedule and set options

Add between 3-5 days onto any timeframe you are looking to reach patients in. For example, if you would like 30-day outreach, for any subset of patients, set the outreach frequency to 30-day- 35 days, to allow your team time to process requests that might need additional work. Time-based outreach does not have the backend configurations to give a grace period to confirm requests, and it is possible it will cut off 30-day eligible items in the next outreach cycle.

Modify a Schedule 

To modify the schedule, select the highlighted name of an existing schedule to change or review the outreach schedule.

Outreach frequencies for time-based outreach schedules are as follows:

Please Note: With time-based outreach schedules, other settings like Look Ahead, Declined order, No response and Partial order configurations no longer apply. As patients become eligible for additional items, these will automatically be added to the outreach and resulting supply request.

Patient list tip

If your account has Time-based outreach enabled, and you are the one to upload your patient lists, be mindful to use the "Default last supplied date", use a consistent backdate day, on the Patient and order import page. This will allow to you to backdate any generic HCPCs that might be added due to any missing line items in your patient lists. Otherwise, the generic HCPCs will upload with the date of upload and potentially push patient Outreach out.

If you have questions, please contact your Solutions Operations Specialist or ResMed representative.

Revision History
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Initial publication. All new content.

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