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ResMed Help Center

New Registrations E-mails

This article will provide instructions on how to complete new registration e-mails. 

Task Reminders 

Whenever working an e-mail, you will need to paste a copy of the e-mail that the patient sent as an Add Email Sent Task in ResMed ReSupply. Whenever it is necessary to respond to the patient, you will also need to paste a copy of your reply using the same type of task on the patient's account.

If there is more than one case for the same patient, check with the other CSR to see who will take responsibility for resolution.

 

  1. Search the patient's name, e-mail address and phone number in ResMedReSupply; this will let you know if there are duplicate accounts and will determine your next step.
Remember to try different variations of a patient's name (e.g. Michael and Mike) or if you're not sure how the name is spelled, you can try searching by only the first few letters (ie. Mi for Michael or Mike)

If the email address does not match...

the email address on the account (or if the account does not have an email address on it) then we need to treat the account as if it is unverified, even if other information matches. If you encounter this situation, respond to the patient's email using the Forgotten Password/Login Info template asking the patient to contact us.

If a duplicate account is found...
 
  1. Keep the account that has an MRN listed (If MRN exists or is missing on both accounts, keep account with longest history)
  2. Unsubscribe the duplicate account choosing Duplicate patient as the reason
  3. Add an Add Other Task note that reads "Duplicate" on the duplicate account
  4. On the Demographics tab, remove the email address from the duplicate account. This will help to avoid creating problems for the patient when trying to login to their account. Leave a note on the duplicate account advising that you removed the email address and what it was. (Example: Removed email (patient's email) from account)
  5. Reply to the patient's e-mail using the Existing myresmedresupply.com account template
    • If the patient has included new demographic and/or insurance information, we need to advise the patient to update this information when they log into their original account or call us to update it. We should never update any demographic/insurance information via email.
    • Check the duplicate account's timeline to see if the patient has placed on order. If they have, you will need to advise the patient to re-submit their supply request on the correct account.
  6. Send a password reset e-mail by clicking on the Send Password Reset Email button on the Demographics tab (if the email address on the web registration matches the one on the account).
  7. Close your case in Salesforce using the Support Category of Account Management and Support Sub-Category of Web Assistance. Make sure to link the case to patient's active account.

When determining if an account is a duplicate, we need to be able to match enough information to ensure the account is in fact, a duplicate. To treat an account as authenticated, we need to match:

  • patient's first and last name
  • email address 
  • AND either
    • the patient's date of birth or
    • street address

If we are not able to match this information, we should request the patient contact us using the Forgotten Password/Login Info template.

Remember, if the email address on the new registration email does not match the one on the existing account, we cannot treat the existing account as verified!

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If your duplicate account is for a patient with an HME in ReSupply 2.0, remember that you will still need to inactivate the patient's account in 1.0! If the email address is missing from the patient's 2.0 account, respond, asking them to contact us using the Forgotten Password/Login Info template to verify their account.

 
If no duplicate account exists and the patient selected an HME...
 

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  1. No additional action needs to be taken in ResMedReSupply.
  2. Send an e-mail to the HME using the New Patient Added template
  3. Close your case in Salesforce using the Support Category of Account Management and Support Sub-Category of Web Assistance. If there is no patient account found in Salesforce, link to the HME account and include the patient's name and phone number in Description field. Set the Status of the case to Closed.

Remember to double-check any HME special instructions in Salesforce  to see how/if we need to contact them.

When sending e-mails to HMEs, be careful to not include any PHI that may breach HIPAA guidelines. If the patient you are e-mailing in regards to does not have an MRN assigned, you can ONLY provide the patient's name and their month/day of birth. If the HME is not able to locate the patient with this information, they should be directed to contact us so that they can verify the account. You should never provide a patient's phone number, address(es), insurance details, or any other patient specific information via email.

If an account was created with HME listed as Resmed ReSupply Web Registration and no duplicate account is found...
 
  1. Inactivate the account choosing Duplicate patient as the reason
  2. Add an Add Other Task note that reads "Duplicate" on the account
  3. Reply to the patient's e-mail using the No HME Selected template
  4. Close your case in Salesforce using the Support Category of Account Management and Support Sub-Category of Web Assistance. In this case you won't be able to link to an HME or patient account, but include the patient's name and phone number in the Description field.
 
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