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ResMed Help Center

Dashboard guide

The ResMed ReSupply Home page (Dashboard) displays the Resupply Schedule and six ResMed ReSupply groups. Each ResMed ReSupply group provides access to pre-filtered lists of information related to patients, work items, supply requests and documentation.

How to navigate the Dashboard

1. Location filter (Optional)

To see information relevant to a specific location, select a location in the Location list and click Apply. This filter adjusts the numbers for Today's resupply schedule, Recent activity and the Action groups on the Dashboard. 

2. Today's resupply schedule

You can view the forecasted number of live calls, auto-calls and emails for today's outreach schedule at the top left of the ResMed ReSupply Dashboard.

  • Live calls—shows the number of telephone calls that the interactive voice response (IVR) system transfers to a live client services representative (CSR). The CSR asks the patient questions from the resupply questionnaire. You can enable live calls at the organization level so you can use it as a notification method (additional fees apply).
  • Auto-calls—shows the number of telephone calls scheduled to send from the IVR system. 
  • Emails—shows the number of projected emails scheduled to go out.
  • Text messages (SMS)—shows the number of text messages scheduled to go out. Text messages must be enabled at the organization level to be used as a notification method. 
Depending on the patient's notification preferences, they may receive a call and email on the same day.

You can read the schedule on the Dashboard to plan for how many supply requests you can expect to see on the following day.

3. Recent activity

The Recent activity section displays the number of new patient records added, updated and assigned to a default payor in a 72-hour period.

  • New patients—the number of newly added patient records.
  • Updated patients—the number of updated patient records.
  • Added to def. payor—the number of patient records assigned to an organization's default payor.

Note: Recent activity results within the 72-hour period are based on Pacific Time (California time) UTC-08:00.

 

4. Understand each ResMed ReSupply group

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Supply requests that need to be confirmed before they can be shipped.

Recommended action:

Review the supply request, make any necessary changes and update the status from Pending to Confirmed.

Note: Mark supply requests as on hold for credit, pickup, inventory and insurance reasons.

 

Supply requests that are late, on hold, vendor hold or auto-canceled.

Recommended action:

  • For on-hold supply requests: Change status to Confirmed once the supply request is able to be shipped.
  • For auto-canceled supply requests: Close the supply requests (no further action is required).
  • For late or vendor hold supply requests (fulfillment partner integrations only): Work with the fulfillment partner provider to determine the reason for the delay.

 

Non-fulfillment partner integrated supply requests that are confirmed but may or may not be shipped to patients.

Recommended action:

Mark supply requests as Shipped once the shipping confirmation is received and enter the actual shipped date when applicable (this resets the outreach schedule).

 

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ReSupply messages from your patients or the ReSupply Client Services team to your organization.

Recommended action:

  1. Respond to the message accordingly.
  2. Close the work item.

Work items for patients who cannot be contacted due to incorrect or missing contact information.

Recommended action:

  1. Correct patient’s phone or email information.
  2. Close the work item.

Note: Inactivate the patient if you cannot obtain the correct contact information.

Work items for patients who have issues related to their therapy or have abandoned therapy.

Recommended action:

Contact the patient to address their issue. If their issue is regarding therapy, involve a respiratory therapist.

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