Skip to main content


ResMed Help Center

Requesting Supplies with an Active Outreach Cycle

  1. After searching for a patient and clicking on their name, if you see Open Call Script at the bottom of their menu it means the patient has been contacted by our automated system. 

Click on Open call script to launch the call script to begin the supply request process.

If you need to check on which items the patient is eligible for, click on the Show items link and a list of the patient's eligible items will be shown.

  1. Begin the questionnaire by asking the patient some questions about the quality of their sleep therapy. 

To advance the outreach questionnaire, click on the Next button and not the Done button. You should only click on Done if you need to save the patient's progress through the questions or if you have completed the questionnaire.

2a. Are you still using your sleep equipment on a nightly basis?

  • If the patient answers "No" to this question, they will be prompted to provide a reason why and advised to contact their HME.

2b. On a Scale 1-5 how is your sleep therapy going?

2c. Symptoms of sleep apnea may include snoring, morning headaches or daytime fatigue. Over time your symptoms may get worse and require adjustments to your therapy.  Are your sleep apnea symptoms getting worse?

  • If the patient answers "Yes" to this question, they will be asked if they want to receive a call from their HME to discuss their symptoms. If they agree, advise the patient that they will be contacted.

This will conclude the wellness check portion of the questionnaire.

  1. After completing the wellness check, the patient will be asked if they want to request any supplies. 

After answering this question, the next steps will depend on if the patient has medicare for their insurance or not. 


For insurance providers that follow medicare guidelines


Patients whose supply reimbursement follows medicare guidelines have to advise us if their current supplies have deteriorated before they can be replaced. The following warning will come up after the proceeding screen if the patient's payor follows these guidelines:


There is no option for ordering a complete kit when replacement reason is required as part of the active outreach cycle. 


For each item that the patient wants to replace, they will need to advise whether the item is damaged or dirty. 

An item is damaged if it is stretched out, has thinning material, holes or is otherwise worn down through regular wear and tear.

An item is dirty if it is discolored, cloudy and no longer clear, contains bacteria or has an odor.

The patient will also need to report if they have any brand new or unopened (and how many) of each item they wish to replace.

clipboard_e75b88061e6059fba10cdb74c89df0ca7.png    clipboard_e43f1675e0cd842f32d5c0619057c25e6.png

clipboard_e060539f71da254422d5dddb614cfa42a.png      clipboard_e2ff689ef4e72e0ada5f7d57bb9dcfe99.png


After selecting the supplies the patient wants to request, you will have to confirm the patient's address. If there is no change, select No and continue.

If you select Yes you will be given fields to update (As shown to the left).

If you update a patient's address, you will need to add it as a note to the patient's supply request. When updating a patient's demographic details (including their email address) we need to make sure we are specifying which piece of information is being updated (ie. phone number, address, email, etc.) in our note.

Next, the patient will be asked if their insurance has changed since their previous request.  Once again, if there is no change select No and continue.

If you select Yes, you will be presented with the screen as shown on the right. Select the patient's insurance provider from the drop down list and collect the patient's identification number in the Member ID field.

If the patient has a supplemental insurance to add, a note including the provider and member ID should be added to the patient's supply request after it has been completed.

If the insurance provider is not listed, the Can't find your provider link will allow you to manually type the insurance provider's name. 

If the patient does not have access to their Member ID, type in 00000 and click Next. Once you have completed the protocol, add a Note to the supply request explaining that the patient did not have their member ID. A note can be added by clicking on the supply request, scrolling to the bottom of the page and clicking on Add Note.


After completing the above steps, you will finally be presented with this screen. Provide the information on the final screen to the patient and click Done



For insurance providers that do not require a replacement reason


Patients who do not require a replacement reason have a few differences from other patients. Rather than needing to advise if their items are damaged or dirty, these patients have the option of requesting all of their eligible supplies. After completing the same wellness check questions listed above, patients who do not require a replacement reason will be given the option to request all of their eligible supplies.

If they choose Yes, they will skip ahead to verifying their address and insurance information. 

If they choose No, the patient will then be given the chance to order their items individually. 

clipboard_eccec852736e3f8741f7e5469e56993de.png After advising that they would like to order their items individually, the patient will be asked Yes or No for each item. After answering for each item on the full list, the patient will be asked to confirm their address and insurance the same as above.

The questionnaire may then ask "Would you like additional CPAP supplies?" while completing the call script. If this happens, collect the list of unoffered items that the patient wants and notify the HME by adding a note with the requested items to the supply request. For instructions on how to add a note, see this article.

Gathering email addresses

After closing the questionnaire, check to see if there is an e-mail address on the patient's account and if there isn't one, ask the patient for one. The e-mail address can be found at the top of their profile page or under Patient details in the Contact information section. If the patient does not have an e-mail address or does not wish to provide one, this information should be captured under Notes