Customer Service - T&D
Jane Doe has had a kit from a previous test for over 4 months and has just been referred for another test. She is now on the courtesy call list and we are about to call her. What is the best approach?
Complete CC and ship another kit
Contact the patient regarding the outstanding device
Fax the clinic to let them know Jane has a device already
Invoice the patient for the 1st device
In any case, when should we email a patient if they have an email address on file?
After we have already abandoned the test
Right from the start
At the time we fax for an alternate phone number
After leaving 3/3 voicemails
Whenever I realize there is an email on file
What should we always make sure is up-to-date on a patients profile or intervention page?
Alert Notes
Phone Numbers
Shipping Notes
Primary Address
All the Above
Part 1: A clinic called to ask for a report for John Doe. Currently, we are behind on reports, the data was downloaded a week ago and has not yet been assigned to a tech. The clinic seems frustrated, what do you tell them?
"The device was returned a week ago and we are so behind. We are so sorry and will have it assigned as soon as possible"
"I do see the device was returned a week ago.. I'm not sure why it hasn't been assigned but i will investigate"
"Let me speak to my supervisor and I will get back to you"
"The good news is we have the device back and it is with a tech for review. I will touch base and have them generate it asap for the cardiologist. When did you need it by?"
Part 2: After speaking with the clinic, what action must you take?
Document inbound notes & email Meghan and Jill
Document inbound notes & email Assign Team
Document inbound notes & email Tricia
If a patient is calling in regarding 0% cell and the kit was shipped over 2 months ago, what has likely happened?
The device is faulty
The patient is in a low cell zone
The SIM card needs to be removed and re-inserted
The SIM has been de-activated
Part 2: What action needs to be taken?
None, the device will re-activate on its own and data will update
Do a "SIM card pull" with the patient
Ask manager to re-activate device
Ask patient to send back device and we will ship a new one
You are completing a CC for a patient and notice the intervention states "28-day Test 1", what do you need to tell the patient?
Tell the patient the first 14-days will be completed now, and the second 14-days 1 month afterwards.
Tell the patient the test will be a full 28-days
Tell the patient the first 14-days will be completed now, and the second 14-days right after.
John Smith has been monitoring for 18-days total and he states he did not receive an EOT notification, what likely happened here?
The nursing home was not updated as a mobile number
Nursing home did not receive a call because patient is subscribed to text
The nursing home didnt inform him the test was over
Patient should have received the EOT notification
Edna is undecided on testing with us, she is confused why she was referred and wants to reach out to her doctor. How many days should we wait to hear back from her before abandoning the test?
Create a FT for 5 business days
Abandon the test right away
Never abandon the test
Call the doctor for her
Whose job is it to monitor and remove unnecessary & outdated information on patient profiles? (such as alert notes)
Meghan, Jill or Kenzie
Customer Service Staff only
Data Entry Staff only
Everyone who enters the profile
Patients can travel outside of Canada with our devices.
True
False
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