Escalation and Kudos Process
Article ID: 1048
You may receive an interaction from a patient who requests to speak with a Supervisor or Team Lead. Keep the following in mind when handling these interactions:
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For Escalations
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If the patient is escalating for an issue that our department is unable to resolve, advise the caller you will escalate the matter to their HME. Remember, supervisors and team leads have access to the same level of information as a Client Services Representative. See Contact Solutions Operation Specialists (SOS Team) (ID: 3604) for information regarding this process.
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Ensure you have taken all possible steps to assist the patient without getting a supervisor's involvement. This includes reaching out to the HME via phone for RRS calls unless otherwise stated in Salesforce.
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For Escalations and Kudos
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You MUST keep your Salesforce case open and provide the Case Number to the person taking the escalation. Do NOT close your case, as notes are required to be added after the leadership team has spoken with the patient.
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When you connect with a supervisor or team lead in the Teams Chat, explain the situation and what steps you have taken (if any) to resolve the patient's concern, the patient details, the Salesforce case number, and warm transfer the patient as described in Transfer Calls in RingCentral (ID: 6018) and RingCentral Call Transfer Cheat Sheet (ID: 4816).
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NOTE: If you are not able to connect with a Supervisor or Team Lead within 2 minutes of placing the patient on hold, explain to the patient that no supervisor is available at the moment. However, a supervisor will review the issue, and contact the patient back with a resolution. Confirm the best number for your supervisor or team lead to call the patient back. Email the case number to ResupplyPatientCareLeadership@ResMed.com. If a patient asks when to expect a callback, advise they will be contacted before the end of the next business day.
The following sections describe how to handle escalation and kudos requests.
Escalations
Escalate a patient interaction as follows depending on whether you have a Patient Care or ResMed ReSupply interaction.
Patient Care Escalation
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Use the Teams chat to request assistance from a Supervisor or Team Lead
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Create a Salesforce case with the following field settings:
See Create a Salesforce Case (ID: 784) for details on creating cases.-
Case Owner: Leave this in your name.
This allows you to track and ensure the case is completed and gives you credit for the call in your case-to-call ratio. -
Status: In Progress
This allows you to track and ensure the case is completed. Do NOT close your case. -
Support Category: Escalation
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Saved Reason: N/A
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Subject: Escalation Call Back Request
This allows for your case to be easily located by the agent following up. -
Description: Use the following Escalation Callback
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Patient is requesting a supervisor callback for (enter reason)
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Alternate Contact Number:
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Best date and time for callback:
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ResMed ReSupply Escalation
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Use the Teams chat to request assistance from a Supervisor or Team Lead
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Create a Salesforce case with the following field settings:
See Create a Salesforce Case (ID: 784) for details on creating cases.-
Case Owner: Leave this in your name.
This allows you to track and ensure the case is completed and gives you credit for the call in your case-to-call ratio. -
Status: In Progress
This allows you to track and ensure the case is completed. Do NOT close your case. -
Support Category: Escalation
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Subcategory: Choose one:
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DME Complaint
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Repair Conflict or Inquiry
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Clinical
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Dissatisfied with Agent solution
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Cat 1
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Property Damage
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Social Media
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Privacy
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Subject: Use the appropriate option for the call
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Description: Include the following information
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The patient is requesting a supervisor callback for (enter reason)
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Alternate Contact Number:
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Best date and time for callback:
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CSR Kudos
If a patient requests to leave a Kudos for you, reach out to a supervisor or team lead for a Kudos follow-up. Reach out via Teams Chat as described in the following sections where you can either warm transfer the call or be advised to send a call back.
Patient Care Kudos
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Use the Teams chat to request assistance from a Supervisor or Team Lead
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Create a Salesforce case with the following field settings:
See Create a Salesforce Case (ID: 784) for details on creating cases and Salesforce Categories and Sub-Categories for Patient Care (ID: 3190) lists of appropriate Salesforce categories and sub-categories.-
Case Owner: Leave this in your name
This allows you to track and ensure the case is completed and gives you credit for the call in your case-to-call ratio. -
Status: In Progress
This allows you to track and ensure the case is completed. Do NOT close your case. -
Support Category: Use appropriate option for the call
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Subcategory: Use appropriate option for the call
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Subject: Use appropriate option for the call, adding "Kudo Call" to the end.
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Description: Include the following information
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Patient is requesting a supervisor callback for (enter reason)
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Alternate Contact Number:
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Best date and time for callback:
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Include the details from Step 2 as a note on the patient Resupply profile along with the following note: Patient requested a supervisor call back for (enter reason)
ResMed ReSupply Kudos
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Use the Teams chat to request assistance from a Supervisor or Team Lead
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Create a Salesforce case with the following field settings:
See Create a Salesforce Case (ID: 784) for details on creating cases and Salesforce Categories and Sub-Categories (ReSupply) (ID: 1082) lists of appropriate Salesforce categories and sub-categories.-
Case Owner: Leave this in your name. (This allows you to track and ensure the case is completed and gives you credit for the call in your case to call ratio.)
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Status: In Progress (This allows you to track and ensure the case is completed. Do NOT close your case.)
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Support Category: Use the appropriate option for the call
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Support Sub-Category: Use the appropriate option for the call
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Saved Reason: Use the appropriate option for the call
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Subject: Use the appropriate option for the call, adding "Kudo Call" to the end.
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Description: Include the following information
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The patient is requesting a supervisor callback for (enter reason)
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Alternate Contact Number:
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Best date and time for callback:
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Include the details from Step 2 as a note on the patient Resupply profile along with the following note: Patient requested a supervisor call back for (enter reason)
Escalate all CAT 1 Patient Care Calls
All CAT 1 calls to Patient Care must be escalated. See CAT 1 Escalation Process (ID: 3417) for details on how to escalate CAT 1 calls.
- Article Metadata
- The following table provides management and control details about the current published version of this article.
Prepared By
Clint Rodenfels
Reviewed By
Diane Clarke, Ryan King, Clint Rodenfels
Process Owner
Diane Clarke
Subject Matter Expert
Nader Omar
Visibility
Internal - ACE
Revision Workflow
Standard
Archive Date
DAC
DAC1
- Revision History
- The following table summarizes changes for each published version of this article.
Date
Changes
12 March 2024
Add tags: escalation, kudos. Update format to the current standard. Incorporate outstanding draft revisions. Revise CSR Kudos section to remove CSAT option. Rework content to instructional steps and remove redundancies and internal cross-references. Fix broken links; replace ININ and Salesforce call transfer links with RingCentral links. Change Article Type from Topic to How-to. Add Summary. Minor revisions for clarity.
13 November 2018
Initial publication. All new content.