Skip to main content

 

ResMed Help Center

Handling Bad Numbers (Resupply 2.0)

This article will provide guidance for situations when you are speaking with a caller who informs you that they are NOT the patient in question.

If there is a secondary phone number listed on the patient's account... If there is an e-mail listed on the patient's account AND there is no secondary number listed... If there is no alternate method of contact listed on the patient's account...

Remove the incorrect phone number from the patient's account and copy/paste the secondary phone number into the field for the primary phone number. Create a Customer message work item advising the HME of the change in contact information for the patient.

 

Change the patient's contact method to Email and create a Customer message work item that reads as follows:

The phone number we currently have for this patient in ResMed ReSupply is incorrect. We have stopped outreach for their account in our system.  Please contact the patient using an alternate method and update the information in your records, as well as ResMed ReSupply and turn notifications back on.

Change the patient's contact method to Do Not Contact and create a Customer message work item that reads as follows:

The phone number we currently have for this patient in ResMed ReSupply is incorrect. We have stopped outreach for their account in our system.  Please contact the patient using an alternate method and update the information in your records, as well as ResMed ReSupply and turn notifications back on.

  • Was this article helpful?