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ResMed Help Center

Reactivating an Account

There may be times when a patient's account has been inactivated by their HME. This article will outline how to recognize an inactive account, as well as how to reactivate a patient's account.

Before reactivating an account, we always need to check with the HME to ensure that there are no unresolved matters that need to be taken care of before reactivating. Remember to only reactivate an account if the HME advises that we can. 

 

Recognizing an Inactive Account  

There are two main ways to recognize if an account is inactive:

 

  1. When left-clicking on the patient's name from the main dashboard, you will not see either Open Call Script or New Supply Request as an option in their menu. (As shown to the right)

 

 

 

 

 

 

  1. 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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How to Reactivate a Patient  
  1. Before reactivating an account, we always need to check with the HME to ensure that there are no unresolved matters that need to be taken care of before reactivating.
    1. Reach out to the HME via the phone number listed in Salesforce
    2. If you are not able to reach the HME by phone, reach out to the HME via email (if available)
    3. If you are not able to reach the HME by phone and no email is listed for the HME, please reach out to the SOS via email. (Ensure you CC the Team Leads on this email.)

Email Template:

Greetings, 

patient [patient MRN] is requesting new supplies, but their profile is inactive. Please reactivate their profile (if applicable) and follow up with patient directly to place request for supplies.

Thank you,

To locate the SOS for an HME: 

  1. Click on the HME's name in Salesforce (or search for them, if need be)
  2. Scroll down to the Account Information section of the HME profile and look for the Solutions Operations Specialist

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  1. Navigate to the Patient details tab, and click on the first edit link in this section.
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  1. Change the patient's Status, from Inactive to Active and click on Save.
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