Handling ResMed ReSupply Voicemails

Keep in Mind

• You can identify if an e-mail case is a voicemail by its subject line. If the subject starts with Message from..., it will typically be a voicemail.

• When handling any voice mail, your point of contact response to the patient must be by phone. 

• Do not Close or Close No-Action on any voicemail or email case until it is fully completed and the patient has called/assisted. Closing your case before completion may be considered work avoidance. 

• If your voicemail is a dead air/pocket dial or does not require you to call the patient, complete your case accordingly and close it to give yourself credit for the completion. There is no need to wait for directions upon completing these voice mails. 

Prepare a Voicemail Case from a Patient

1.  Assign the case to yourself.

2. Using the phone number and/or name found in the Subject, search in Salesforce and the Resupply Platforms to attempt to locate the patient details.

3. If you can locate the patient, link the patient/HME to the Salesforce case.

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4. When the call volume allows, listen to your voicemail before disconnecting.

5. Under the Emails section of Salesforce, click on the message's subject.

6. Click the View button under the Attachments section to launch the audio in a new browser tab. Make sure you have headphones on to listen to the voice mail.

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CAUTION: Even if you can verify the patient account, it is important to remember that we are NOT able to update/change any patient profile information, such as an address, email address, insurance, etc., via email or voice mail. If there is new information for the patient, they MUST log into their existing account or call us to make the necessary changes. 

Before Disconnecting

Before disconnecting your voicemail, you must complete the following:

• Listen to the message

• Link the case to the patient and/or HME

• If the message provided requires a callback, leave a detailed note as to what the patient stated in the Description field.

  • Pt left their name/phone number; your notes should state – Pt left name/phone number

  • Pt left a message advising they have an address/insurance change; your notes should state - PT advised they have a new address/insurance (include the details they provided if any)

  • Check the patient profile to see where the IVR may have stopped or any other notes on the account that may help resolve the patient inquiry. This will help determine the issue, allowing us to be better prepared to handle the callback.

If the message does NOT require a callback from RRS or HME follow-up, complete the case by sending a Work Item/Email to the HME (using the templates) to advise of the patient inquiry/request or take any necessary action on the patient profile. For example, if the patient requests Opt Out, follow the procedure for opting a patient out. 

Complete a Voicemail Case

Even though we are contacting the patient, we still must verify them by asking them to provide the phone number, last name, and date of birth before revealing any account-specific information. In addition, you must advise the patient, "This call will be recorded for quality and training purposes"

If you were unable to reach the patient, leave them a voice mail (if possible) using the following suggested script: Hello, this message is for (Patient's First name). My name is ____ from <HME>'s resupply team returning your call. I apologize we missed you. Please call us back at your earliest convenience at <Contact Number for RRS version>. That number again is <Contact Number for RRS version>. Thank you, and have a great day.

1. Select the most appropriate options

2. Issue Description is only used when you choose Other as your Category.

3. Leave a comment in the Resolution field. For example:

• Spoke with patient, completed address change

• Left voicemail for patient as there was no answer

4. Select Closed - No Action in the Status field

5. Click the Save button

6. Create a note on the patient's account summarizing the voicemail and the action taken to resolve the inquiry (including the time stamp of when the email was sent). If you leave a message your Support Category would be Vmail/Email - no action required.

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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	Nader Omar
Subject Matter Expert	Diane Clarke
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
4 April 2024	Removed section: Reminder: Approval will be provided by a Supervisor when call volumes allow to complete your callbacks. Removed section: Action Required: When completing a patient call back, you MUST call the patient thru ININ or SFDC Phone. Do NOT complete your call back by dialing out from Cisco IP Communicator as this is not a secure method. Removed section: Once your voice mail is ready for call back, change the Status from New to In Progress and click Save. This will allow the Supervisor to know when it is ready for call back.  Brought up to current formatting standard. Small edits for clarity. (K00463)
11 March 2024	Change title to "Handling ResMed ReSupply Voicemails". Add Summary, Process Owner, SME, DAC. Change title. Change Article Type from Topic to Reference. Minor revisions for clarity. Update format to the current standard. (K00383)
13 November 2018	Initial publication. All new content.