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COE - Scheduling Calls
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IB Call: Patient returning CQ call requesting insurance as it came back invalid ID. What do you do?
Add ALL insurance information in the Scheduling ACIS template, update the Q-case in ANA w/ comment stating IVR in ACIS comments. Update to today's date. Save.
Can we schedule PAP unit shipment without PT contact for the referral *AQH04? (F10 in work with referrals, ignore expiration)
No (pap s/u &supplies needtobe scheduled by branch and homevisit/not clinic)
When are we not going to send the RIF to the Apria Sales Representative via email?
When we are able to ship the order.
When should we send the RIF via FAX and Email to the Apria Sales Representative?
Unreachable PT, Fax Referral - no portal, Cancelled RIF.
IB call: scheduling call back, PSA, order has no changes - ready, call flow completed, how do you resolve the case?
Re-route order to the branch in ANA, nonZIP search, BU listed in basket profile, add F13
Inbound call: PT is returning a call from PAP Processing regarding a new order, what are your first steps?
Hipaa verify in ACIS, pull ANA Q case in search. Review RIF, gather info. Resolve F/U on Q-case. Todays date. Save/Close. Add F13 comments. Adv next steps - SC
If a patient is a PSA and considered 'UNREACHABLE' after the final attempt what are your next steps? (No WA/FL/DNT)
Leave unreachable VM, Send Cancellation SMS, Check fax/portal - send cancellation RIF message, Email RIF to Sales Rep. Add to CN. Add F13 comments.
Which Scheduling attempt (s) would we not call the patient, & instead text/add follow-up code instead?
S2A, S4A
When re-routing back to the branch for Delivery/Setup do you need to add a follow-up code to ANA?
No, you will select actions, re-route, route w/o zip, select the original work queue BU
What type of patients are we scheduling on the PAP calendar?
Non-Acuity or PSA; PT requests to be Direct Shipped unit, and Setup in person.
OB Team, Referral Allows shipping w/o PT contact. No PSA. No Acuity. S3A. PT Contact confirmed. Demos are valid. PT had pap before, change mask to Airtouch N30i Med - now what?
Cancel the Active WO, using N=reentered, Select No, do not cancel intake. Update the intake. F3, reassign to BPMORDER. Requeue the order to CQ. Add F13 notes.
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