Assign IVR Outreach

Assign IVR outreach - patient import

ResMed ReSupply automatically assigns IVR outreach to new patients created through a patient and order import. To ensure this occurs, include a valid phone number in the Phone Number field of the patient and order import template. 

When the upload occurs, the system verifies the patient's phone number and sets the contact method to Automated call. 

Assign IVR outreach - manual input

To assign IVR outreach when you manually create a new patient:

1. From the Patients menu, select All patients.

2. At the top of the page, click New patient.

3. Enter the required fields.

   • In the Contact method section, check Automated call.

   • Ensure a valid phone number is in the Area code and number field.

4. A pop up stating "The patient authorized me to enable automated calling on their behalf" will come up.

5. Click OK or Cancel.

Verify a patient's contact method

To review a patient's contact method: 

1. From the Patients menu, select All patients. 

2. Search for the patient using your preferred option from the search criteria list. 

3. Click the patient's name in the Name column. 

4. Select Patient details.

5. In the Contact information section, click Edit. 

6. Review the selection(s) under Contact method.

NOTE: Only users from the Home Medical Provider (HME) or Durable Medical Provider (DME) can make changes to the type of phone related contact method (IVR, Live Call and SMS) for their patients.

Resmed ReSupply Customer Service Representatives will create a Work item to inform the HME of the change requested.

If Live call transfer, IVR and SMS are selected, a pop up will occur "The patient authorized me to enable live call transfer on their behalf" and "The patient authorized me to enable automated calling on their behalf". The process for SMS remains the same. Please review here.

If you have questions regarding this feature, please reach out to your Solutions Operations Specialist.

Revision History

The following table summarizes changes for each published version of this article.
 

Date	Changes
10 April 2025	Removed mention of FCC. (K01834)
9 April 2025	Updated to advise of changes to Resmed ReSupply allow customers to align with Federal Communications Commission (FCC) guidelines related to consent revocation. (K01826)
	Initial publication. All new content.