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ResMed Help Center

Scripting Basics and Rebuttals

This article will provide some examples that you can follow while on your calls.

Inbound Calls

 
If a patient account populates in Salesforce “Hello, thank you for calling (or "you've reached") the ReSupply department for
(HME Name), my name is _____. Can you please verify the name and date of birth
for on the account?" 
If no patient account populates in Salesforce

" Hello, thank you for calling (or "you've reached") the ReSupply department, my name is _____. May I have your phone number to pull up your account please?”

“Thank you, that pulled up an account with (HME Name)? Can you please verify the name and date of birth for on the account?"

Once you have verified a patient profile “Thank you, please give me a moment to review your account.” (Check timeline for any recent activity/notes)
If Protocol is assigned “It looks like we are calling from the Resupply team at _(HME)_ to do a quick wellness check to to see how your therapy is going and to allow you to easily order replacement supplies.” (Start Protocol)
Dead Air (ReSupply 1.0) After performing your opening at least twice: "I'm sorry patient, but if you are saying anything at this time, I can't hear you. What I would like to ask you to do is kindly call us back at 888-333-1456. Thank you"
Dead Air (ReSupply 2.0) After performing your opening at least twice: "I'm sorry patient, but if you are saying anything at this time, I can't hear you. What I would like to ask you to do is kindly call us back at 844-371-8195. Thank you"

 

Voice Mails

 
Voice Mail Script “Hello this message is for [patient's first name]. My name is ---- calling from your resupply team from returning your voicemail. Please give us a callback at your earliest convenience at 888-333-1456. Thank you and have a great day.”

 

Patient Rebuttals

 
There may be times when a patient says they claim that they do not need any supplies. It is important that patients understand that their items are not meant to last forever and should be replaced. Below are a few suggestions for rebuttals that you can use to educate patients.  
If the patient says "No, I’m good"

"Did you know that these are disposable supplies and not intended for long term use? They should be replaced every xxx, I see you haven’t replaced your supplies in xxxx"

"We see that you haven’t replaced xxx, do you have enough supplies on hand to replace these?"

If the patient still says "No, I’m still good"

"With your tubing, there is humid air flowing through it, mold can develop in the crevasse from where it’s rigid."

"For your mask, you’ve had the same mask for x months, the cushion can get worn down and create leakage which will impact your therapy"

"Filters, it’s important to replace to maintain the lifespan of the machine. Especially if you move the machine around or have pets or air quality issues. Do you know where your filter is? It should be white."

"Water chamber – water is permanently sitting in this plastic container, this can build mold and mildew which is flowing through your machine."

If the patient has financial objections

"We completely understand you concern, cushions and filters are the 2 more important things to replace as the cushions maintain a good seal and filters to keep your machine running properly. These are generally the cheapest supplies if you do have out of pocket expenses."

If the patient says that they have a cleaning machine "So Clean – all this does is prevent you from washing it by hand, but it does not increase the wear time of the supplies, your cushion will still wear down and create leakage. And the tube can still get moldy due to the crevasses and ridges in the tubing."

As with any script you might be given, these examples are only suggestions. If you hear another agent using a verbiage that you like, feel free to use it!

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