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ResMed Help Center

Inactive Resupply Patient

Document ID 1568

This article will outline how to recognize an inactive account, as well as when and how to reactivate a patient's account.

Suggest verbiage:
I see that there is some additional information we need from <HME>.. do you mind if, I place you on a quick hold to call and confirm?

Note: If you have an inactive patient record reach out to the HME by phone while you have the patient on the line. In many cases, you can have a one call resolution for these patients! Before reactivating an account, we MUST check with the HME to ensure there are no unresolved matters before reactivating. Remember to only reactivate an account if the HME advises that we can.  If you are unable to reach the HME directly, please refer that patient back to the local office. 

Tip: Be sure to refer to SFDC (HME Special Requests) for any additional or alternate processes for the specific HME.

Recognize an Inactive Account

There are two ways to recognize if an account is inactive. 

Before accessing the patient profile, click on the patients name from the main dashboard. If you do not see Open Call Script or New Supply Request as an option in their menu, the patient is currently inactive.

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  • After opening the patient's account, there will be a large, red bar across the top of the profile advising the account is inactive.

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Reactivate a Patient

Before reactivating a patient profile, we MUST always check with the HME to ensure that there are no unresolved matters to be taken care of before reactivating.

  • Reach out to the HME via the phone number listed in Salesforce
  • If you are not able to reach the HME by phone, provide the patient with the local phone number and have them follow up directly with the HME
    • If there is no phone number listed, reach out to the HME via email 

Locate the SOS for an HME

Reactive After Confirmation

Once you have confirmed you are able to reactive the patient profile.

After clicking Save, you can now further assist the patient with their supply request needs.

 

Click here to submit any feedback or suggestions. 

 

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