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ResMed Help Center

Voice Mail E-mails

How to handle e-mails that contain a voice mail from a patient.

You will be able to identify if an e-mail case is a voice mail or not by the subject line of the e-mail. If the subject starts with Message from... then it will typically be a voice mail. 
  1. After assigning the case to yourself, listen to your voice mail. Under the Emails section of Salesforce, click on the Subject of the message.

 

 

 

  1. On the next screen, click on View under the Attachments section to launch the audio in a new browser tab. Please use a pair of headphones to listen to your voice mail to not disturb other people while they are working.

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Even though we are contacting the patient, we still need to verify the patient's account. Remember to confirm the date of birth before revealing any account specific information.
  1. After reviewing the voice mail (if you have been given permission) attempt to reach out to the patient. If you are able to reach them, work the case as appropriate. 

 

3b. If you were unable to reach the patient when you tried to call them, 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. Please give us a call back at your earliest convenience at 888-333-1456. Thank you and have a great day.

  1. Close your case, selecting the most appropriate options except you will need to select Closed - No Action for your Status.

Make sure you are choosing the correct Support Offering for your email. If your voice mail is from a patient in 2.0, make sure you record it appropriately.

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If you have to leave a message for a 2.0 patient, don't forget to leave the correct number! (844-371-8195)
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