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ResMed Help Center

Patient Education and Call Flow in ReSupply

Provides guidance and assistance when speaking with ResMed ReSupply patients.

Article ID: 1227

As with any script you might be given, these examples are suggestions. If you have verbiage you like, feel free to use it! If it works well and you feel the team would benefit from it, submit your suggestion using the Leave Feedback link at the bottom of the article.

CAUTIONYou must verify the following 3 details in a patient account prior to discussing their sleep therapy or supplies:

  • Patient's full name

  • Full date of birth (day, month, and year)

  • Phone number or street address

Also, please confirm the name of their HME prior to discussing their sleep therapy or supplies. Some patients might be in the system with multiple HMEs because they switched HMEs. For ReSupply Emails, you need to ensure the EMAIL the patient is emailing us from matches an email ALREADY ON FILE in the system.

Patient Journey

  • Trouble Sleeping / Snoring / Always Tired

  • Doctor Visit (hopefully a sleep study referral!)

  • Sleep Study

  • Diagnosis

  • Prescription – Equipment Pick Up

  • Adjusting to Therapy – Compliance

  • Maintaining Therapy – Re-Supply

Remember that through this whole journey, the patient is continuously tired, not sleeping well, and is being negatively reinforced from all sides. (“If you don’t get this treated you could experience worsening symptoms or other health concerns which could negatively impact your life!”) Anything we can say or do to have empathy or add reassurance to our conversations can go a long way to help reassure the patient.

Call Introduction - Inbound Calls

If you are struggling with your introduction or starting your call, these suggestions will be helpful.

 Patient profile auto-populates in Salesforce

  1. “Hello, you've reached the sleep therapy resupply department for <HME Name>, my name is _____. For security purposes, can you please verify the phone number, full name and date of birth we have on file." 

  2. "Hello, this is the Resupply team for <HME Name>. My name is <your name>. Could I please start with your phone number, full name and date of birth, just to verify that I have the correct account here for you?

No patient profile auto-populates in Salesforce

  1. "Hello, you've reached the sleep therapy resupply department, my name is _____. May I have your phone number to pull up your profile please?”

  2. “Thank you, that found a profile with <HME Name>, for security purposes, can you please verify the full name and date of birth we have on file." 

Unwilling to Verify (If you have my account you already have those details.)

"Yes, you're right about that, however, by confirming your name and date of birth, or your address if you prefer, it ensures that we have in fact reached the correct person and that any work I perform will be done in the correct account. Phone numbers can change frequently and our system isn't always immediately updated so we always make sure."

Patient has an open call script

“I see we are reaching out to do a quick check in to let you know you are eligible for some replacement sleep therapy supplies and ensure you do not have any questions or concerns about how your equipment is functioning.” (Complete Call Script)

Dead Air/Unable to hear patient

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. If you would like to request your sleep therapy supplies, or have any other questions, please call us back at 844-371-8195. Thank you"

Patient does not know the name of their HME

  • Ask where they found our phone number.

  • If call comes in on 800-424-0737 explain that is the ResMed customer service phone number, our phone is 844-371-8195

  • Explain that we should find their account by name, phone number, or email address.

  • Ask if they are a new patient, have they requested supplies before?

  • If not able to locate an HME, refer the patient to their physician or insurance provider as they will have more information. 

Patient Declines Supply Request

It is important to ensure patients understand the importance of changing and cleaning their disposable sleep therapy supplies. If you need some assistance with educating a patient on the importance of replacing their supplies, these suggestions will be helpful.

Listen to patients, many times they will give you hints that they may not be aware of the importance of changing supplies, or even the frequency of replacing them. Offer the patient advice based on  your conversation.

Patient declines supplies with no particular reason

  1. "One of the most overlooked supplies to change is the disposable filter which should be changed every 2-4 weeks, and the cushion or pillow, which should be changed every 2 weeks to every month depending on the type. Do you have any questions about the cleaning of your supplies or recommended replacement schedule?"

  2. "As a reminder, these are disposable supplies and not intended for long term use? They should be replaced regularly, when was the last time you changed the cushion/pillow for your mask and the filter in your machine?"

  3. If you have reviewed their recent supplies: "We see that you haven’t replaced <item> since <date>, do you have enough supplies on hand to replace these?

 Patient indicates they have lots of supplies already. 

"I am happy to hear you have readily available supplies in your home; however, please keep in mind that these supplies are designed to be changed regularly to provide you with the most beneficial therapy experience. If you haven't changed your supplies recently and still have many spares, consider this call a reminder to do so regularly. Do you have any questions about the cleaning of your supplies or recommended replacement schedule?"

 Cleaning Reminders/Hints/Tips

  1. Your tubing should be replaced every 3-6 months as humid air flows through it, which can lead to bacteria developing in the crevice where it’s rigid.

  2. Even with regular cleaning, the cushion or pillow on your mask can wear down or stretch, creating air leakage that will impact your therapy.

  3. It’s important to replace the filters, as they not only affect the quality of air you breathe but also help to maintain the lifespan of the machine. This is especially true if you move the machine around or have pets or air quality issues. Do you know where your machine's filter is?

  4. With the water chamber – water is permanently sitting in this plastic container, this can build bacteria which flows through your machine.

Patient declines supply request due to cost/financial concerns

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

Patient indicates they do not need supplies as they have a cleaning machine (So Clean)

The cleaning machines are a great convenience product for cleaning your supplies daily; however, it does not prolong the life of your disposable supplies. Your cushion/pillow will still wear down and create leakage, also, the tube can still develop bacteria due to the crevasses and ridges in the tubing.

Patient indicates they ONLY need a mask/cushion (They do not understand the names/types of supplies.)

"The terminology for your supply orders can certainly be confusing, especially because the resupply system breaks your mask into 3 parts: The Mask, or Mask Frame is the front of your mask that connects to the tube. The Cushions or Pillows are the soft part of the mask that touch your skin to make a seal for the airflow, and the Headgear is the strap for the back of your head that keeps everything in place where it belongs on your face.” 
[Confirm if they only need the soft parts (cushion/pillow), or everything for front of face (mask and cushion/pillow), or everything that they wear on their head (full assembly of frame, cushion/pillow, headgear). Keep in mind some patients may not know that a cushion or pillow can often be removed from the frame.]

Opt Out Requests

When a patient is requesting to Opt Out, remember that we have the option to stop outreach but still allow them to call or go online when they need assistance or supplies. We should never Inactivate a patient but simply put them on Do Not Contact

This allows them access to the online patient portal to request supplies AND call/email us if they require further assistance. Remind the patient that we are calling to remind them they may be eligible for replacement supplies. 

Patient: Please stop these calls, …… (whatever the reason is we should follow with)
CSR: I can certainly assist you with stopping the calls, just to be sure, you are still using your sleep equipment? 

No, patient is no longer using their equipment.

"Ok, I will send a message along to the local office and have them follow up with any questions they may have." (Send Work Item to HME to have them follow up.... )

Yes, patient is still using their equipment.

"Wonderful, things are going well for you and you are still with <HME>?"

No, patient is no longer with HME.

"Ok, I will send a message along to the local office and have them follow up with any questions they may have." (Send Work Item to HME to have them follow up.... )

Yes, patient is still with HME. (Offer to stop calls and offer email outreach.)

"Perfect, let me stop these calls. We also have the option for emails if that works better for you?" Follow process if patient chooses email outreach.

Patient does not have or want email outreach.

Advise the patient that if something changes or they need to request supplies, they can certainly give us a call at 844-371-8195. (If email on file, you can also direct to patient portal for self service options)

Therapy/Equipment Issues or Concerns

Patient advises during Wellness Check that their sleep therapy is not going well. Determine if they need to discuss in detail with a therapist or if worn out supplies may be to blame.

Therapy doesn't seem to be helping due to symptoms getting worse, waking thru the night more, machine not functioning as usual.

Offer therapy followup or equipment outreach if they say they are unsure why it isn't going well, think their pressure levels need to be changed, think something is wrong with the device, or may need to be refit for a mask. These are ALL refer to HME concerns as they are outside our level of expertise and training. 

The mask/tubing has an odd or unusual order. 

If they mention unusual smells, that they are still using the original supplies they got with the machine, or that they didn't know their device had filters, offer to request replacement because some of their supplies have been exhausted.

The mask or headgear is causing facial/skin irritation. 

Ask if it happened when they opened a fresh mask/headgear or if it has been in use for some time. If happened when fresh, they should consult their physician. If it happened over time or after mask has been in use for a while then irritations can occur as the mask gets softer because it can't maintain the seal as well and can move and irritate the skin while sleeping so it is probably time to at least replace the cushions/pillows if not the entire mask.

Questions on Supplies Condition (Medicare Questions)

At times, you will find patients that may get confused or defensive with regards to asking if their supplies are damaged or dirty. Here you will find some helpful phrasing to assist the patients' understanding.

Optional Phrasing to "dirty" or "damaged"

"Are we replacing your supplies because they are worn out regular through use (damaged) or has it become difficult to keep it clean (dirty)?"

My supplies are not dirty, I clean them every day...

"It's okay, if your supplies are not in pristine condition, they are meant to wear out from regular use. They might NOT be replenished, if we do not indicate they are getting worn out or hard to clean! Insurance wants to know you're using the supplies before they authorize replacements.

Helpful Hints and Phrases

Call Script shows option to offer "Kit"

"The best way to maximize your current eligibility is by requesting a kit because [HME] will send you ALL supplies that you may currently be eligible for. This way you don't miss out on any eligible supplies we can order for you. You will only be responsible for any copays or deductibles your insurance provider does nto cover."

Patient advises of an insurance update but doesn't have the details with them and you requested some supplies through script: (complete the call script leaving zeros for the Member ID)

"That's okay if you don't have the details on you, <HME> does need that information before completing in your supply request, so I will attach a message with your request and have them reach out to you to verify your new insurance details. Alternatively, you could give them a call directly you have access to the new insurance information and they can update your information and complete your request at that time. Do you have a pen or way to record their phone number?"

Order status update (If the supply request is on hold or cancelled without any notes, advise it is "still processing" DO NOT say on hold or cancelled.

"They haven't left any details in regards to the reason for the delay, but sometimes it could be related to the need for a new prescription or an updated supply list. I'm sorry I don't have any details to provide, but if you have a moment to hold I can try reaching out to main office directly to see if an agent can shed some light here for us. I'll provide you with the number that I'm calling just in case we get disconnected. If you're in a hurry you can certainly follow up with that number at your convenience, but I don't mind reaching out to them for you now if you like."

 Why are my supplies going to take so long to arrive? Why are my supplies late?

"We, as the resupply team, are in place to assist with submitting supply requests. The typical delivery timeframe for receiving your supplies is (Fill in the blank); however, we are aware there is a universal backorder/shortage. Your local office would be able to provide further insight.”

Soft Skill Assistance

At times you will have some patients that need some additional information or guidance to ensure we are a legitimate company/source for their Cpap supplies. Here you will found some additional conversational tips to help you along the way. 

How do I know you are with <HME>?

"We are a resupply service for a number of different HME's, <HME> being one of them. This means they have requested our outreach services to contact patients using Cpap or BiPap devices specifically to ensure your sleep therapy is going okay, and to assist you with requesting your eligible supplies. Any supply requests made through our team are processed through <HME>, just as though you have contacted them directly. If this is not enough information to set your mind at ease, you can certainly reach out to <HME> directly to verify that we are a reliable source for your supply needs." 

 It sounds like you are just a middle-man.

"Yes, in many respects we are like the middle man, but really we are more of a facilitator. <HME> has asked for our services to check in and place a supply request for you if needed, which allows them to focus on the other services they offer and be more available to assist patients beyond generating supply requests."

Are you a robot?

While it is not common, this question will crop up from time to time. When it does, be genuine in your response and keep it light-hearted. "I can understand your concern about that, but I can assure you, I'm a person and I'm here to help you. How can I do so today?"

Why are you calling to ask about my sleep therapy that's my question. Can't you see my numbers/stats?

"<HME> want us to ask how things are going with the sleep therapy in order to keep the lines of communication open with the respiratory team to ensure that you are not having any problems or concerns with your sleep equipment that need to be resolved. If there is something that needs to be addressed we can request follow-up as required, or advise on avenues to resolution. This is the reason for the check in, along with requesting any supplies you may be eligible for."

Voice Mail Completion

Here you can find some helpful guidelines/tips when you are completing voice mails.

If someone answers the phone...

“Hello my name is <Your Name> calling from the resupply team from <HMENAME>. May I please speak with <Patient First Name>." Once you have the patient on the phone you MUST have them verify last name and Date of Birth (Month, Day, Year)

 No Answer/Directed to patient's voice mail. 

“Hello this message is for <patient's first name>. My name is <Your Name> calling from the resupply team from <HMENAME> returning your call. Please give us a callback at your earliest convenience at 844-371-8195. Again, this is the resupply team for <HMENAME> and our number is 844-371-8195. Thank you and have a great day.”

Article Metadata
The following table provides management and control details about the current published version of this article.
 

Prepared By

Hannah Vincent

Reviewed By

Hannah Vincent

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

19 March 2024

Change Title. Add tags: call script, call flow. Minor revisions for clarity. (K00416)

4 March 2024

Added  "Also, please confirm the name of their HME prior to discussing their sleep therapy or supplies. Some patients might be in the system with multiple HMEs because they switched HMEs. For ReSupply Emails, you need to ensure the EMAIL the patient is emailing us from matches an email ALREADY ON FILE in the system." to the top caution note. Updated formatting to meet current standard. (K00307)

28 February 2024

Add tag decline order and remove obsolete tags. Change article type to Reference. Remove all "Have a suggestion..." references and links (obsolete). Update format to the current standard. (K00287)

27 October 2020

Initial publication. All new content.

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