Patient Call Attempts
The NAT you would use if you call the patient and demos are collected, and the patient agrees to transition services for all equipment
What is ACQ - Ready for Ticketing? Due to the discontinuation of ACQ - Docs Needed, we are now using ACQ - Ready for Ticketing as the next NAT. ACQ - Ready to Ticketing means we should pull the documents from the previous supplier, review them, and determine the next steps.
The NAT you would use if you created the ticket but are missing a current order.
What is ACQ - Docs Needed from MD - This NAT is to be used when a new order is required, or you are missing medical records to support the medical necessity, and have requested them from the MD. This NAT is not to be used when you need to pull documents from the previous supplier system.
The NAT you would use if the patient was delivered an E1390 and E0431, the location confirmed ticket, and both items are on rent in Eintake.
What is ACQ - Transition Complete- This will complete the transition for this patient and the equipment the NAT is assigned to. This will alert that no further action is needed.
The NAT you would use if the MD refuses to sign the order (either needs to be seen or not a patient at the practice)
What is ACQ - MD Info Needed? We will use this NAT and try to contact the patient for updated MD information or to have them schedule an appointment. Once a new MD is provided or an appointment date is provided, it can be updated to ACQ - Docs Needed from MD.
The NAT you would use if the Drive By was completed and the patient was home and agreed to services.
What is ACQ - Ready for Ticketing
The NAT you would use if you call and the family states the patient is deceased, and the family requested a pick up of equipment.
What is ACQ- Deceased? This will allow you to monitor until a pick-up ticket is created. If you immediately create a pick-up ticket and sent it to the location, you can use ACQ - Pending Pick Up.
The NAT you would use if the ticket is ready to send to the location, but you are unable to reach the patient to schedule delivery
What is ACQ - Pending Scheduling? This NAT is only to be used if your ticket is ready to be sent to the location, but you are unable to contact the patient to schedule delivery. This is only used when we are scheduling for the location. If the location is scheduling patients, then we will not use.
The NAT you would use if the pick-up ticket was completed and confirmed by the location.
What is ACQ - PU Complete? Do not use ACQ - Transition Complete. Even though the patient is completely finished and no further actions are required by our team, we need to use the NATs to determine whether it was a delivery or a pickup to appropriately pay the seller and your incentive.
The NAT you would use if the patient did not want to use Rotech and switched to another provider.
What is ACQ - Another Supplier. This NAT must remain open until the other supplier delivers the equipment, and we can arrange pick up. Once the other supplier delivers, we can create the pick-up ticket and update NAT to ACQ - Pending PU.
The NAT you would use if during the drive by the patient's address was invalid (not an address, did not live at the address, home vacant)
What is ACQ - Unable to Contact - Document the results of the drive by. The Team Lead will review to determine whether the NAT can be changed to Exhausted Efforts. Before using Unable to Contact, check the following:
3 call attempts, skip trace, mail letter, did we contact physician or check legacy system for new information/emergency contacts? If all were answered yes, change to unable to contact.
The NAT you would use if the phone number is invalid or disconnected.
What is ACQ - Skip Trace? This will alert us the contact information provided is invalid. In addition to performing the skip trace, we can contact the MD office (while calling the MD office, not only verify the patient's phone, but also see if they have an emergency contact) or check the legacy system or documents for any other contact information to include emergency contacts.
The NAT you use when you are ready to ticket, but the documents are not pulled from the provider's legacy system.
What is ACQ - Ready for Ticketing? The NAT stays in this status until the documents are pulled from the previous supplier's legacy system and reviewed until the next step in the NAT process.
The NAT you would use if the location voided your ticket because they are unable to contact the patient.
What is ACQ - 1st Call Attempt. We should outreach to the patient again to arrange delivery. We will need to create a new ticket.
The NAT you should never use
Any NAT that does not start with ACQ, examples are Complete, No Longer Needed. If you are closing this due to a duplicate NAT, please use ACQ - Duplicate NAT. We want to be able to track the Duplicate NAT's to try to determine the root cause of second NATs being added. Any NAT that does not start with ACQ requires further research.
The NAT you would use if the drive- by was complete and no one was home but the driver left a door tag.
What is ACQ- Drive by Complete? Leave this NAT open for 7 days to see if the patient calls in (change the Next Activity Date). If no response after 7 days, we can update to ACQ - Unable to Contact
Before using Unable to Contact, check the following:
3 call attempts, skip trace, mail letter, did we contact physician or check legacy system for new information/emergency contacts? If all were answered yes, change to unable to contact.
The NAT you would use if the patient states the previous supplier picked up the equipment
What is ACQ - No Equipment - The ACQ - No Equipment NAT is used when the patient states they have returned to their previous supplier, they disposed of the equipment, and it is no longer in their possession, or if they state they never received the equipment.
The NAT you would use if the patient's insurance is no longer active.
What is ACQ - No Active Coverage? This NAT is to remain open. We need to reach out to the patient for updated insurance information. If the patient provides us with new insurance we can accept, we will update the status to ACQ - Ready for Ticketing. If we are out-of-network with the new insurance, we can use ACQ - Out of Network.
The NAT you would use if the Delivery ticket was voided because the patient decided they no longer needed the equipment.
What is ACQ - PT Request PU - If the patient refuses the delivery, we will need to Pick Up the Equipment.
The NAT you would use when the patient has 2 NATS for the same equipment.
What is ACQ- Duplicate NAT on one NAT. (close this NAT). Before adding a New NAT to a patient's account, please verify whether the patient already has an existing NAT. We would like the original NAT to remain in place until the patient's transition is complete. Remember, the NAT is the story of all steps taken during this patient's transition. Each NAT is a new chapter in the book. If duplicate NATs are created, it can be difficult to determine the history of the patient's account.
The NAT you would use if the drive-by was completed and the PST picked up all of the equipment.
What is ACQ - PU Completed? You must also create and confirm a pick-up ticket for all items picked up in the patient's account in Eintake.
The patient has multiple pieces of equipment, CPAP and Oxygen. The Current NAT is for the Oxygen. The patient agrees to the oxygen but wants CPAP picked up, What steps are next?
What is update the oxygen NAT to ACQ - Ready for Ticketing, Create Second NAT for the CPAP, under the new NAT order description use Sleep Management, Nat Status will be ACQ - PT Request PU
The NAT you would use if the patient has the same equipment on file in Eintake on active rental.
What is ACQ - No PU - Non AP Pt? We must verify with the patient that they do not have duplicate equipment. If they state they do have both providers' equipment, we must create a manual ticket to pick up the previous supplier's equipment. We can not process the ticket in EIntake because we do not want to stop the billing. We can add the ACQ - PU Nat for tracking, this is the ONLY case that a pick up ticket is not entered in Eintake.
The NAT you would use if the Location changed your service type to Maintenance instead of Delivery. The ticket was confirmed by location, and the patient has no active equipment on rent in Eintake.
What is ACQ - Ready for Ticketing? A new ticket must be created and location must go back to the home to obtain all new paperwork. We can not use the Maintenance ticket or forms to bill the insurance.
The NAT you would use if the patient has been transitioned (previous NAT Closed as ACQ- Transition Complete) and the patient calls in to request pick up.
What is None? In this situation, the patient's transition has been completed, and the location takes over. If the patient is deceased or moved to hospice, you can create the pick up ticket and send to the location in an RTM status. However, if this is a discretionary pick up, the location will likely follow their Save the Patient Process so we should not be creating a pick up ticket. We do not create any new NAT's in this scenario. If a new ACQ-PU NAT is created, your incentive is impacted and the seller is only reimbursed for a pickup, both in error.
The NAT you would use if you just mailed a patient a letter, and the next steps.
What is ACQ - Mail Pt Letter - When you mail the letter, change the next activity date to be 14 days. After 14 days, if the NAT is still Mail Pt Letter, then the NAT will be updated to ACQ - Drive By Schd, send to the location to perform the drive by, and add to the tracker.