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Salesforce Categories and Sub-Categories

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

When creating your cases, make sure you are selecting the correct Support Offering. If your patient is in ReSupply 1.0, you will need to select RRS 1.0; if they are in ReSupply 2.0, you will need to choose RRS 2.0 and if they are from the live transfer program (LCT) you will need to choose Live Transfer.

When determining which category to use, the one that most closely relates to the primary reason the patient connected with us/e-mailed us should be selected. For example, if the patient placed a supply request with Faith and then transferred over to us needing to update their address, this would be categorized as Account Management with the sub-category of Contact Info/Method.

Account Management
This category should be selected if the patient's issue involves updating information on their account in some way. Select the most appropriate sub-category from the list below:
Bad Number If the caller advises that the phone number on the patient's account does not belong to the patient.
Contact Info/Method If the patient's demographic information gets updated
HME Info Request If the patient has called in asking for location or contact information for the HME. 
Inactive HME If the patient's HME is not partnered with ResMed ReSupply
Web Assistance  If the patient's contact is in regards to their online account, or if you are working a new account e-mail.

 

Call Back

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

Resupply 1.0                              Resupply 2.0

 

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.

 

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: 
Already Have Supplies If 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 If the patient intends on receiving their supplies from an HME location rather than ordering over the phone/online or if the patient has recently picked up supplies locally.
Protocol Error If a system error has caused the automated system to reach out to the patient prematurely (i.e. before they would be eligible)
Other  This should 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 Should be used if 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 of a patient's issue involves escalating the matter to a supervisor or to an SOS.

 

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 If the patient/caller advises that the patient is now getting their supplies from another supplier/HME.
Deceased If your caller advises that the patient has passed away.
No Longer on Therapy If the patient/caller advises that the patient has either stopped their therapy or has turned in their equipment.
Do Not Contact This option should be chosen if the patient does not want to be contacted anymore.
Out of State/Network If 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 If the patient has questions regarding their account balance or any charges on their bill.
Clinical If the patient is reporting any issues with their therapy or equipment. This can also be used for non-PAP related questions/concerns.
Inactive Patient If the patient's account is already inactivated in ResMed ReSupply and the HME needs to be engaged to get them reactivated.
Insurance If the patient has questions regarding their coverage or updates their insurance information, but does not place an order
Misshipment If the patient has received their requested supplies, but item(s) are either incorrect or missing.
Order/item Cancellation If the patient is requesting to have an item removed from a request or if the patient wants to cancel an entire request.
Order Status If the patient wants to check on the status of a request for supplies or for a new CPAP device.
Product Change If 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 primary reason for the patient contacting us is to request supplies.

 

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). 

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. As always, please ensure you are using a meaningful subject line to describe this situation in some detail. For more information, check step 4 of this article.

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