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ResMed Help Center

Pause outreach for a group of patients

Resupply users and ResMed staff can pause outreach. Depending on your role, you can pause outreach at the:

Pause outreach at the patient level (resupply users only)

Potential reasons to pause:

a.    Patient is on credit hold.
b.    Patient is out-of-area for an extended period (for example, an extended winter vacation) and is serviced by another HME during that time. 
c.    Patient indicates they have a lot of supplies and want to take a break.

Step-by-step instructions:

  1. On the Patient page, click the relevant patient.
  2. In the menu, select Patient details.
  3. At the bottom of the Contact information section, click Edit.
  4. From the Resupply notifications list, select Disabled.
  5. Click Save.

Where to pause outreach based on your situation

Pause outreach at the call schedule level (organization administrators only)

Potential reasons to pause:

a.    Initial patient and order import—pause outreach for all patients until the import results are reviewed and training has occurred.
b.    Too many supply requests—if the issue is location-specific, you may choose to pause at the location level instead. Re-enable notifications when you are ready for more supply requests.

Step-by-step instructions:

  1. On the Call schedules page, click the required call schedule.
  2. At the bottom of the page, click Edit.
  3. From the Resupply notifications list, select Disabled.
  4. Click Save.

Pause outreach at the location level (organization administrators only)

Potential reasons to pause:

a.    Too many supply requests—staff at the location is unable to keep up with supply request volume.
b.    Staff shortage—for example, vacation, office closure, etc. 
c.    Natural disaster.

Step-by-step instructions:

  1. On the Locations page, click the relevant location.
  2. At the bottom of the page, click Edit.
  3. From the Notifications from this location list, select Disabled.
  4. Click Save.

Pause outreach at the payor level (organization administrators only)

Potential reasons to pause:

a.    Change in relationship with the payor—if this impacts how supply requests are billed, you may want to temporarily pause outreach until you resolve it.
b.    Change in reimbursement rules/schedule—you can pause this to understand new rules, then re-enable notifications.
c.    Claims hold—if you have a payor on claims hold, you can pause outreach until you resolve the issue.

Step-by-step instructions:

  1. On the Payor page, click the relevant payor.
  2. At the bottom of the page, click Edit.
  3. From the Resupply notifications list, select Disabled.
  4. Click Save.

 

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