Salesforce Categories and Sub-Categories (ReSupply)

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This article will provide guidance for when to pick the different Support Categories/Support Sub-Categories when creating cases in Salesforce.

Document ID 1082

When determining which category to use, remember that if you are completing any part of a supply request, you MUST identify this as a Sale. In addition, so long as the primary reason the patient is contacting us is to complete a supply request (even if there are other actions taken on the call), we must classify this as a Sale. For example, if the patient started to complete the supply request with the IVR and then transferred over to us to complete the process, this would be categorized as Sales Order.

Reminder: If the patient is transferred to you at the Address (this would be Account Management, Contact Info) or Insurance change question (this would be Refer to HME, Insurance ), if you are not modifying their requested items. If the patient does not have a demographic or supply request change, you must categorize based on the main topic you assisted the patient with.

Account Management

Use when the patient's issue involves updating account information, providing patient portal assistance or providing HME information. Select the most appropriate sub-category from the list below.

Bad Number: Used when the caller advises that the phone number on the patient's account does not belong to the patient.
Contact Info/Method: Used when the patient's demographic information gets updated or when change the way we contact the patient. (I.E. Remove calls, add email outreach)
HME Info Request: Use when the patient is asking for location or contact information for the HME.
Inactive HME: Use when the patient's HME is not partnered with ResMed ReSupply. Click here for Inactive HME list.
Web Assistance: Use when the patient's contact is in regards to their online account.

Call Back

This category should ONLY be used in cases where you had to schedule a call back with a patient, typically when handling a Non-English speaking patient.

Dead-Air

If you answer a call and either no one responds or if the call disconnects before any actions can be taken on the patient's account. Be sure to identify in the Subject line the "source" of the Dead-Air I.E. Connected to PT Voicemail

Bot Call: Used when you confirm you have received a call from a bot (a computer program that simulates human conversation, or chat, through artificial intelligence)
Patient Disconnect: Used only when you have connected with a caller and the call is drop by the caller.
Silence/Pocket Dial: Used when there is no response from the caller or you are certain the caller in unresponsive. You must disconnect this call manually after advising the caller you are not able to hear them provide them with our callback number.
VoiceMail Connection: Used when you are connected to a voicemail box.

Declined Sale

This category should be selected if, during the course of performing a wellness check, the patient declines requesting any supplies. Select the most appropriate reason for the patient declining from the list below.

Reminder: Remember to use your patient education when a patient declines supplies. Click here for more details.

Already Have Supplies

Use when the patient indicates that they have already received supplies recently or still have a supply on hand. This can also be used if the patient does not provide a reason for why they do not want to request supplies.

Cost

If the patient indicates that their supplies are too expensive or are not covered by insurance.

P/U at Local

Use when the patient intends on receiving their supplies from an HME location, rather than ordering over the phone/online.
Use when the patient has recently picked up supplies locally.

Protocol Error

Use when a system error has caused the automated system to reach out to the patient prematurely (i.e. before they would be eligible)

Other

Only be used in situations that CANNOT fit under any of the other subcategory situations. Please consider these options thoroughly before selecting this option. If using this option, you MUST put a description in the Issue Description field. This description should include enough appropriate context as to really why the patient is declining.

Pending Follow Up

Used when the patient indicates that they will call back to place a supply request before the next scheduled outreach. For example, if the patient has a pending doctor's appointment, wants to check on their current supplies before placing a new supply request or if the system contacted the patient at an inopportune time and they will call us back later.

Escalation

This category should be selected if the resolution for the patient inquiry/concern involved escalating the matter to a supervisor or SOS for lack of HME resolution.

Leave your case as In Process.

Opt Out

This category should be selected if the result of the call is the patient being deactivated in ReSupply. Select the most appropriate reason for the deactivation from the list below.

Changed HME: Use when the patient/caller advises that the patient is now getting their supplies from another supplier/HME.
Deceased: Use when your caller advises that the patient has passed away.
No Longer on Therapy: Use when the patient/caller advises that the patient has either stopped their therapy or has turned in their equipment.
Do Not Contact: Use when the patient does not want to be contacted anymore.
Out of State/Network: Use when the patient has changed their insurance provider to one that is not accepted by the HME, or if the patient has moved out of the HME's coverage area.

Refer to HME

This category should be selected if the patient's HME needs to be engaged in order to resolve the patient's primary concern. Select the most appropriate description of the patient's concern from the list below.

Billing: Use when the patient has questions regarding their account balance or any charges on their bill.
Clinical: Use when the patient is reporting any issues with their therapy or equipment. This can also be used for non-PAP related questions/concerns.
Inactive Patient (Missing Patient): Use when the patient's account is inactivate OR missing in ResMed ReSupply and the HME needs to be engaged to reactivate OR add the patient.
Insurance: Use when the patient has questions regarding their coverage or updates their insurance information, but does not place an order
Misshipment: Use when the patient has received their requested supplies, but item(s) are either incorrect or missing.
Order/item Cancellation: Use when the patient is requesting to have an item removed from a request or if the patient wants to cancel an entire request.
Order Status: Use when the patient wants to check on the status of a request for supplies or for a new CPAP device.
Product Change: Use when the patient is requesting a new CPAP device, or if the patient has already placed their order for supplies and needs to modify/change one of the items.

Sales Order

This category should be selected if the reason for the patient contacting us is to request supplies. This means if you have added or altered the items on a supply request, your category should be Sales Order.

For example: If the patient started to complete the supply request with the IVR and transferred to you to complete the process, this would be categorized as Sales Order.

Reminder: If the patient is transferred to you at the Address Change question, the SFDC Category is Account Management - Contact Info. If transferred to you at the Insurance change question, the category is Refer to HME - Insurance, if no modifications are made. If the patient does not have a demographic or supply request change, you must categorize based on the main topic you assisted the patient with.

Vmail/Email - no action required

This option should be chosen if, while you are working e-mails, you do not need to perform any account actions to complete the interaction (e.g. an out of office e-mail).

Other

While there is a category for Other, it should only be used in situations that cannot fit under any of the other category/subcategory situations. Please consider these options thoroughly before choosing Other.

If you do have a case that does not fit with an above category and you choose Other, you MUST include a detailed description of the inquiry/issue/concern in the Issue Description field. This will allow us to pull data and create any necessary new categories and sub-categories as needed.

Note: As always, please ensure you are using a meaningful subject line to describe this situation in some detail. For more information, click here.

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