Specialty
What Is a specialty call?
Home Sleep Study (HST)
VA/Military Info Guide
Not escalating
Documentation
What can be used in authentication?
Name
Number
DOB
When do we not offer a follow-up?
For high BMI
Will Inspire help with my snoring
A significant decrease in snoring has been found as a secondary effect of Inspire therapy.
90% of bed partners report no snoring or soft snoring from their partner using Inspire therapy.
When & how do you transfer to an HST advisor?
1. Patient has an outdated sleep Study
2. Patient has chosen a clinic a part of the OG/LOFTA.
Outbound- provide the number to the HST line
Inbound- Warm transfer.
Calling the clinic that does not take the patient's insurance?
Did Not Review Clinic Notes
When do we escalate for a non-responsive clinic?
1. The clinic has not replied to the patient
2. 2 Previous emails to the same clinic have already been sent
3. Emails have been sent to the clinic with @ least 3 business days between each email.
4. No response from the clinic. (via email reply)
What is the Inspire Therapy Process?
The Inspire therapy process is important to help you receive the best results from our therapy.
Attend an Inspire therapy consultation appointment
Complete an airway exam
Prepare for the Inspire implant procedure
Turn on Inspire therapy
Complete a follow-up sleep study
When & how do you transfer to the VA/ Military advisor?
1. Patient has chosen a clinic a part of the VA/Military guide clinic.
Inbound- warm transfer
Outbound- Provide the number for VA/Military line.
Did Not Send Email, But Noted We Did
Call Control
What can be considered an appointment attempt?
Taking the patient through the D.I.Q.
Offering to help the patient schedule an appointment.
Offering a follow-up except for BMI
What is the youngest a patient can be to receive Inspire?
Age 18
or
Children with Down syndrome 13 or older
If a patient has chosen an HST clinic and they decline HST, can the patient move forward with that clinic?
Ognomy- offers an alternate clinic
LOFTA- patient can move with the clinic.
Did Not Read the Qualification Screen Verbatim
Legal
Where is Inspire System Manufactured?
All final Inspire therapy assemblies are built at various factories across the US
If the patient has VA benefits, Tricare, Tricare for Life or states they would like to go to a VA clinic, do we transfer to a VA advisor?
Yes- if the clinic chosen is a part of the VA info guide
No- if the clinic is not a part of the VA info guide clinic. Move forward with the call as normal
Accessed the Patient's Account without Fully Verifying the Caller
PHI/HIPPA
If Clinic is no longer in the ACP
This clinic has recently opted out of Inspire therapy’s assistance in scheduling appointments. If you would like, I can provide you with their phone number/email/digital scheduling link for you to contact them directly, or I can assist in finding an alternate clinic for you.