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Sparrow Medical

Sparrow Medical is an HME who works with ReSupply who, for legal reasons, need to be handled by a special department. This article will explain how to identify and handle these patients. 

Identifying a Sparrow Patient

Sparrow Medical patients have special restrictions around who is able to access their accounts. Because of these restrictions, we will not be able to locate their accounts in ReSupply or Salesforce. When attempting to locate a patient, if their phone number has a 517 or 989 area code and you cannot locate them in ReSupply 1.0 or 2.0, ask them if they are a patient of Sparrow Medical. If they advise you they are, proceed as below. If they advise they are not, continue trying to locate them.

If you receive one of these calls, it will typically be on Thursday (as that is when the Sparrow outreach happens). That does not mean that you won't receive calls on other days of the week, but it is less likely to happen on other days.

How to Handle a Sparrow Patient (Call)

  1. If you receive a call from a Sparrow patient, advise them that there is a group that specifically handles Sparrow patients that you need to transfer them to. Before transferring them, advise the patient that they may need to leave a message for this group, but assure them that they will be called back within 24 hours.
  2. Cold transfer the patient to 329428. This will place the patient into the queue for Sparrow agents. For instructions on how to transfer a call, see here or here if using the phone in Salesforce.

After receiving a call from a Sparrow patient, you do NOT need to create a case in Salesforce

 

It is very important that we advise patients that they may need to leave a voice mail. This is one of the easiest expectations to set to ensure the patient doesn't get upset if no one is available to answer their call.

How to Handle a Sparrow Patient (E-mail)

You may occasionally receive an e-mail from a Sparrow Medical patient (usually replying to an e-mail from the HME as shown to the right). If you receive one of these e-mails, it will need to be assigned to a member of the Sparrow team. 

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  1. Open the e-mail case in Salesforce by clicking on it.
  2. In the Case Owner field in the upper left-hand corner, click on the Change link.
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  1. In the User field, search for Rosemary Reitz by typing in her name and clicking on the magnifying glass. Rosemary is a member of our team that looks after the Sparrow queue. Once the search has finished, select the record with a phone number.  
  1. Lastly, you need to let Rosemary know that you have re-assigned a case to her. This can be done either by messaging Rosemary via Skype for Business, or you can send her an e-mail (through Outlook). Whichever method you use, remember to include the case number that was re-assigned. If you are unsure, the case number can be found at the top of the tab.
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