Work Items vs. Notes
Document ID 1129
This article provides guidance to determine the appropriate type of documentation and communication on a patient profile.
Tip: Always check ReSupply HME Special Requests in Salesforce for specific instructions prior to communicating with a HME.
Notes
Note: Notes are used as an FYI for information that is not automatically recorded in the Timeline.
A note is used to record important information on a patient profile, that is not automatically recorded in the Timeline.
The Notes tab can be used to locate additional information the HME or a previous CSR may have provided. HMEs have access to the notes, however, they do not recieve notifications when a note is added to a profile.
Some examples of a required note
- Patient declines email option (I.E. patient declined to add email).
- Example: Patient declined email. PLEASE DO NOT UNFLAG THIS NOTE
- Document the name of the caller, if different from the patient.
- Information not automatically documented on the timeline
- Complete an email interaction for the patient. Resupply Inquiry E-mails.
Note: Keep your notes brief and professional
Flagged Notes
Remember: Flags are used to draw attention to notes that contain information that is important to the next person that speaks with the patient.
You have the ability to Flag a Note to make the HME aware of important information. To flag a note, click the Flag toggle, this will create a notice of a flagged note on the patient's account. To remove a flag, navigate to the Notes tab of the patient's account, and click the Flag icon next to the note. A pop-up will appear requiring a reason for removing the flag.
Some examples of when to flag a note:
- Supply Request Notes
- Patient declines email option (i.e., asked for email, patient declined).
- Example: Patient declined email. PLEASE DO NOT UNFLAG THIS NOTE
- Notes that will assist the next agent who speaks to the patient.
Supply Request Notes
Note: Supply Request Notes are used when information specific to a pending supply request needs to be actioned by the HME prior to processing the supply request. If the Supply Request has been confirmed or cancelled, you must create a Work Item.
Note: IF A SALES ORDER IS IN A PENDING STATUS (AND HAS BEEN FOR OVER A MONTH), CONFIRM IF ANY NOTES INDICATE AN ISSUE. IF NO NOTES EXIST, CREATE A WORK ITEM TO SEND TO THE HME FOR RESOLUTION.
If a patient wants additional items not listed during the call script please click HERE for details on adding the item to the supply request.
Flag Reminder: ALL Supply Request Notes MUST be flagged!
Some examples of a required Supply Request Note:
- Item Confirmation (Refer to Item Confirmation template)
- Mask Change Request (ONLY if requesting while creating the supply request. If supply request was already completed, this should be a Work Item.)
- Size Changes (Refer to Size Change template)
- Patient requests CPAP supplies not available in the Item drop down (Refer to Specific Item template)
- Patient wants to add/change their supplementary (secondary) insurance (Refer to Insurance Change template)
Tip: A separate Work Item is not needed when creating a Supply Request note.
Note: All Supply Request Notes must be created using the pre-approved templates found here.
To Add a Supply Request Note:
Click the Add note button in the Supply request notes section. Click Save to complete the note.
Work Items
The Work Items tab shows any work items added for the patient.
Work Items are for actionable HME tasks.
Tip: Action = Work, therefore, if your information needs to be actioned by the HME, you must create a Work Item.
To create a new Work Item, click on New work item, located above the patient name.
A work item is required when we need to engage the HME to further assist a patient. This applies to phone and e-mail interactions. For information on how to create a work item click here. When completing a work item, you MUST use a pre-approved template.
Remember: When creating Work Items for a patient, you MUST create ONE Work Item per patient interaction!
- Change Supplies
- Use when a patient is requesting a change to their current supplies (ie. mask change or size change request). This work item is only used when a patient is making a change to their supplies outside of an open call script. NOTE: If there is an open call script when a patient is requesting a mask change, we must add a mask to the supply request and create a Supply Request Note on the supply request. Do NOT decline supplies.
- Supply Request Inquiry
- Use when a patient is requesting the status of an existing supply request. When creating this work item, please include the date of the request in question as well as any alternate contact information (ie. cell phone) for the patient.
- Customer Message
- Use for any message we need to send to the HME that does not fit in the above two categories. For example, if the patient is requesting to be contacted by the HME directly, this is the correct work item type to choose.
- Call Back (INTERNAL WORK ITEM ONLY)
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Note: These work items are for internal (CSR) use only! HMEs do not have access to view Call Back Work Items
Some examples of a required Work Item:
ResMed ReSupply Insurance Changes: Unless specified in SFDC, we are only required to obtain the Insurance Provider name and Member ID.
- Manual Payor/Insurance Update
- Address/Demographic Update (Including email address change/update)
- Changes to an existing Supply Request, not requested during order placing
- Mask Change Request (ONLY if supply request was already completed. If requesting while creating the supply request, Supply Request Note.)
- Supply Request status inquiry
- Out of Pocket Expenses/Billing (when no Supply Request has been placed)
- New RX/Doctor information
- Item/Order Cancelation
- Order Expedition/Local Pick Up
- Equipment/Therapy Concerns
- Unwilling Caller
- Bad Number
- Changes to Therapy/HME
Note: All Work Items must be created using the pre-approved templates found here. When updating demographic details (including email addresses), specify which piece of information has been updated (ie. phone number, address, email, etc.).
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