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ResMed Help Center

Activating and Navigating An Account

Activating a Patient's Account


Before beginning this process, make sure there is an email address on the patient's profile before going through these steps.

  1. Have the patient to go and click on the Activate your account link underneath the Login button.


  1. Have the patient put in their email address as well as the four-digit year of birth in the appropriate fields (as shown to the right)


  1. Have the patient click on Continue and the account activation email will be sent to the patient. While the patient should receive their activation email shortly after completing this, it may take up to 24 hours for the email to be received.

If the patient is struggling with these instructions, you can offer to send the account activation email to the patient. To do so, click here and put in the patient's email address and year of birth, then click Continue.

  1. If helping a patient set-up their password, they will need to adhere to the following restrictions:
    • The patient's password must be between 8-16 characters

    • Cannot contain the same character more than three times in a row

    • Cannot match the patient’s username (ie. their email address)

    • Has to be unique

      • Cannot be one of the previous 10 passwords

      • Cannot be a password used in the past 12 months

    • Must contain all of the following types of characters:

      • Upper case letter

      • Lower case letter

      • Number

      • Special character



Locating a Patient

  1. Choose the criteria you will use to search for them from the drop-down list in the upper right hand corner (It is recommended that you use the patient's phone number). After pasting the patient's information into the search field, click on Search Patients
  1. Once your search results appear on your screen, you can click on the patient's name. This will give you a list of options for accessing a patient's account, including running an active outreach cycle if Open Call Script is located at the bottom of this list.
  1. After accessing a patient's account, at the top of the screen you will be able to see some of the patient's information including the type of mask they use, their preferred method of contact and how long ago their last supply request was. 



Navigating a Patient's Account


The Patient Details tab shows demographic and insurance for the patient. This is also the tab that we would go to to update a patient's phone number, address, and their preferred method of contact.

If you make any demographic changes, or any insurance changes outside of following an active call script, you must create customer message work item using the appropriate template found here.


The Supplies tab provides information on which supplies the patient uses.

Updating supplies on Supplies tab 

We should never change any of the supplies listed on this screen. If there is ever a question about what equipment a patient uses, take down what equipment the patient claims they use and add a change supplies work item. They will confirm with the patient and update this screen as needed.



The Notes tab allows you to leave additional notes for HME or CSR to reference.

If there is an important note that needs to be brought to another's attention, you have the ability to flag these notes. When creating your note, click on the Flag toggle next to the text box and this will create a notice of a flagged note on the patient's account. This will cause a flag to appear next to the patient's name on the dashboard. To remove the flag, go to the Notes tab of the patient's account and click on the Flag icon next to the note. A pop-up will appear requesting you to put in a reason for removing the flag.

Notes that should be flagged include the following:

- If the patient declines to add an email address

- If the patient is a Spanish/non-English speaker

- If a caretaker or a family members calls in on the patient's behalf




The Timeline tab is a history of all updates made to a patient's account, supply requests, and communications made/sent regarding the patient. This will be your primary source of information when answering patient questions because all of the information is in one place!  

For patients with an extensive history, use the Show only option to filter to the information you require.


The Supply Requests tab is where you can go to view the patient's previous requests for supplies. By clicking on the supply request numbers in this tab, you will be able to view the details of each request including what item(s) were requested. If you click on the magnifying glass under the Items column, you can quickly view the items requested on the supply request. 

The Work Items tab shows any work items added for the patient.

There are (currently) three different kinds of work items that we work with:

  1. Change Supplies - to be used when a patient is requesting a change to their current supplies (ie. mask change or size change request). This work item should only be used when a patient is making a change to their supplies outside of a supply request.
  2. Supply Request Inquiry - to be used when a patient is requesting the status of a supply request. When creating this work item, please  include the date of the request in question and if there is any kind of alternate contact information (ie. cell phone) for the patient.
  3. Customer Message - to be used for any message we need to send to the HME that does not fit in the above three categories. For example, if the patient is requesting to be contacted by the HME directly, this is the correct work item type to choose.

To create a new work item, click on the New Work Item button in the upper right-hand corner and pick the appropriate option from the drop down list.

Currently, none of our processes require the creation of a Call back Work Item. Please do not use these type of work items!



There is also a documents tab that shows documents that have been uploaded by the HME and a messages tab where messages from the HME/patient can be shown, but these tabs are not used by CSRs.