Outreach Management
Article ID: 6996
Role required: Organization administrator
Due to Federal Communications Comission (FCC) guidelines related to consent revocation, only users from the Home Medical Provider (HME) or Durable Medical Provider (DME) can make changes to their patients phone-related contact method (Automated calling (IVR), Live Call, and SMS). The Outreach Management section within the Resmed ReSupply platform will allow customers to manage their patients preferred phone-related contact method and align with the FCC guidelines.
Resmed ReSupply Customer Service Representatives will create a Work item to inform the HME of the change requested.
Outreach Management Review
If a review of these fields is required, proceed as follows:
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Navigate to the Administration tab
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Select Organization details
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Navigate to the Order Management section
There will be two options available to you for your account:
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Enable automated calling for new patient imports
Automated Calling will be turned on when this setting is enabled by default for new patient imports. -
Declining text message (SMS) consent also declines Automated Calling and Live call transfer
When this setting is enabled, when the patient declines text messaging via the patient portal or a "STOP" message, the system will also remove the patient's Automated Calling and Live call transfer preferences.
Both options can be independently enabled or disabled, or they can both be enabled or disabled at the same time.
If the Enable automated calling for new patient imports is disabled, any new patient that does not have a phone number or email on the import will be automatically assigned Do not contact (DNC) status and must be reviewed manually by an HME/DME user.
If the patient does not have a phone number but they have an email address, they will not be assigned Do not contact (DNC) status.
Manually created patients and Existing patient updates
Patients that are manually created and existing patient updates will now have pop ups as the phone related contact method are selected:
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Live call transfer: "The patient authorized me to enable live call transfer on their behalf" > select OK or Cancel, as needed.
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Automated calling (IVR): "The patient authorized me to enable automated calling on their behalf" > select OK or Cancel, as needed.
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SMS: The process remains the same. See Understanding SMS Notifications.
Changes to an existing patient phone number will state: The patient authorized me to enable the existing methods for xxx-xxx-xxxx. Select OK or Cancel.
If you have questions regarding this feature, please reach out to your Solutions Operations Specialist.
- Article Metadata
- The following table provides management and control details about the current published version of this article.
Prepared By
Hannah Vincent, Megan Cooper
Reviewed By
Process Owner
TJ Sands
Subject Matter Expert
Erin Amassi
Visibility
External
Revision Workflow
Standard
Archive Date
N/A
DAC
DAC1
- Revision History
- The following table summarizes changes for each published version of this article.
Date
Changes
10 April 2025 Minor changes to the first paragraph to remove "changes to the". (K01836) 9 April 2025
Initial publication. All new content. (K01828)