TO
60 days
On the OOW list in Compass, how many days out is the optimal time range to focus TO calls on?
TM contacts patient ASAP and use as opportunity to competitively sell and sometimes convert to an upgrade.
What do we do with OOW emails that are sent to the TM?
Various financing options available including : FA, trade in credit and interest free payment plan.
What can we offer when patient has cost concerns?
No corrections in sleep mode (Tandem heavily recommends sleep mode)
How does Control IQ correct during sleep?
FA 1.0, FA 2.0
Which application is for medicare patients, commercial patients?
To protect our install base.
What is the pupose of TO calls?
DTS, TM, CTM working together.
Who is ultimatley in charge of converting EPNP?
Sell competitively focus on integrated system, smart guard technology, improved connectivity and ease of use, abilit to download future technology, 780 no cost upgrade from 770. TM can discuss future technology expectations.
What should I do when patient says their provider told them to go Tandem/Dexcom?
200 units......unit falls off.
How many units of insulin can an OmniPod hold?
$72K (1person, $96k (2ppl), $123k (3ppl)
What are the first 3 income thresholds to be eligible FA? (Extended 70%)
As as task in Saleforce for DTS and an invite on Outlook for the TM.
Where does the CTM put the upgrade opportunity for the DTS and TM to see?
DTS calls, texts, emails patients. If no response DTS emails TM end of business day 1, TM calls and texts (with text replacement) to assist in conversion, provides email feedback to DTS. TM collects malfs by email, forwards email to DTS.
How does Dayton's process differ from SLA expectations?
DTS communicate with TM to create a solution on best way to address....eg have clinical team reach out for helpline issues when patient has trouble with infusion sets or sensors issues to help trouble shoot....improve customer experience. For distributors, check option to process direct if applicable.
What do we do when patient has had bad customer experience with other MDT deparments or distributor? eg supply issues, helpline?
QTreats to a range, not a target, range varies.
How does Control IQ determine corrections?
Email to Shauna to approve, make sure income is not more than 150% of allowed amount.
How easy is it to get an FA Exception?
Review notes in Compass, review current insurance, look for recent supply orders and confirm OOW dates for pump and transmitters.
Re-assess quarterly and adjust if needed.
How often does Dayton change upgrade conversion strategies?
Guardian connect trial, discuss updated transmitter and sensor.
What can I offer when a patient states they had a bad experience with our sensor "years ago". ?
Guardian Connect trial, to upgrade a patient going to Tandem to get Dexcom.
How do we offer a comparison between Dexcom and Guardian sensor?
Experian, ask Alex for tips!
How can we check income w/o patient needing to submit proof of income?
Ask exploring questions to gain a better understanding as to what the patient is wanting in their pump therapy and then adjust messaging accordingly.
It a CTM is challenged with a patient who is contemplating switching to a competitor, how should the CTM proceed with the TO call?
Create calendar follow-up for leads cancelled due to cost, DTS checks online portals, or re IV, if deductible or mas OOP now met, DTS or TM reaches out to patient with new estimated cost to see if they are ready to proceed.
How do we track patients who cancel for cost concerns?
DTS emails and asks for clinical assist. Ask CTMs to reach out to help patient and improve customer experience by discussing tape products, alternate sites, alternate infusion sets.
What do we do when a patient stops using sensors or infustion set (pump) due to welts, marks, skin irritations?
1 correction per hour at 60%
How often does Control IQ correct?
Discounted amount applies to patients deductible and max oop. DTS can also add notes to patients acct., to qualify them for FA for ongoing supplies as well, good for 1yr.
What is an additional benefit when a patient utilizes FA?