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Work items

Role required: Resupply user

A work item is a task in ResMed ReSupply that requires you to perform an action to answer a question or resolve an issue.

Understand work items

Work items can be created by the platform, a ResMed ReSupply user, or a patient. Work items fall under three categories:

  • Messages
  • Notification issues
  • Therapy follow-up

Messages

Type

Description

No contact information The system creates this work item when an imported patient record (either from AirView™ or as part of a manual import) does not have a phone number or email address listed.
Customer message A ResMed CSR creates this work item for you to review. It can be any request from the patient for you to resolve. Only HME users, SOS users and CSR users can close this work item.
Patient message The system creates this work item when a patient sends a message from the patient portal.
Supply request inquiry A ResMed CSR creates this work item when a patient calls to ask for information about their supply request. Only an HME user can close this work item.

 

Notification issues

Type

Description

Invalid email The system creates this work item when it fails to send an email notification after the third attempt. 
Invalid phone number The system creates this work item when the phone notification fails to reach a patient after a third attempt or the system fails to send four SMS (text message) notifications. 
Wrong phone number The system creates this work item if the call recipient's answer to the first question “Am I speaking with <patient name>?” is “No” on the ResMed ReSupply questionnaire. The system no longer calls this number.

 

Therapy follow-up

Type

Description

Not on therapy The system creates this work item if the patient's answer to the question "Are you still using your sleep equipment on a nightly basis?" is "No" on the ResMed ReSupply questionnaire. This work item acts like a notification.
Poor satisfaction The system creates this work item if the patient's answer to the question "How is your sleep therapy going?" is "1" (poor) on the ResMed ReSupply questionnaire. This work item acts like a notification.
Worse symptoms The system creates this work item if the patient's answer to the question "Would you like someone from your HME to contact you to discuss your symptoms?" is "Yes" on the ResMed ReSupply questionnaire.
Patient payor update The system creates this work item if the patient indicates their payor has changed either through the automated questionnaire or by updating their patient portal profile.  

 

Access work items

You can access work items through the purple groups on the Dashboard. You can also find all work items for your organization on the Work items page, and work items for a specific patient on the Work items tab within a patient's profile.

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