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Can you sell Apria Direct on Sleep COE Scheduling Calls?
Yes
What are the methods of Resupply Ordering?
Supplies on Schedule (SOS), Resupply Phones, IVR, Apria.com, Apria SmartPhone App
If a patient calls in with one question, are you required to attempt the full scheduling call?
Yes
Can we still ship the order if the patient declines paying total due today?
Follow ODM - Payment Required/Requested/Do not Request
What demographics should be verified on every call?
Address, Phone #, Email, Insurance, and Doctor
If a referral calls in to check the status of a PAP order, what are your next steps?
Check Intakes/WOs, F13 comments, Relay any necessary information, update F13 comments.
What is the first thing we want to make note of during a scheduling call or case?
Delivery Preferences, PSA, and/or Specialized - Acuity PAP
What would restrict us from sending an SMS to a patient?
DNT Contact Profile Flag
Why would we have to re-queue an order back to CQ?
Order Changes: Insurance, Product Numbers
What does PODREQD stand for?
Signature Required Upon Delivery
What are the setup options for Sleep COE?
Centralized Delivery, Branch Pickup, Virtual Sleep Coach Setup, In-Person Branch Setup
What is the PAP compliance requirement per most insurance companies?
Usage that averages at least 4 hours per night, at least 70% (21/30 days) of a 30-day consecutive period
What is the SMS template used for Unreachable, unable to ship without contact?
Cancellation
What is the SMS template used for Scheduling Follow-ups?
Sleep: New Order Notification (Pilot Team Only)
What is considered a Specialty-Acuity PAP Setup?
Patient under the age of 14, and/or Trach Diagnosis
What requires an order to be cancelled and rekeyed?
Delivery Type Change (L= Centralized and A= Apria Truck)
Are coaches supposed to take payment for Scheduling Calls?
Yes
What time does the ACIS server close on Sunday's?
Patients Local Time - 6pm
What type of order requires requeued to the branch for Scheduling & Setup?
PSA
What type of ANA cases are coaches working in the Sleep COE?
D-CASES
What is the attribute required before sending an SMS to specific states?
TCR=Text Consent Required
Which states require an attribute check before sending any SMS messages?
Washington and Florida
What is the identifier for a PSA account in ACIS?
**i
During what Scheduling Attempt will we add the follow-up code S3A?
3rd Attempt PAP Scheduling
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