Voids
What's the condition to have Void Function available in the caller screen?
Caller is a KCI rep
For how many days can we offer a hold for a standard customer?
10 days
How to arrange a pickup for claims?
Transfer to PCT Returns
If the caller says they want to activate, place or start a vac/billing, what process should we follow?
Placement from storage
Where to confirm the clinical caregiver?
F6 or Contact Information
How to process a void for an standard account when an internal requestor calls during the same month?
Void Function
For how many days can we extend the hold for a claims account?
7 more days.
What caller screen button is used for discharge an standard rental order?
Pickup.
What process should we follow if a customer calls to order a home Vac?
Send the VTIF form and ask them to fax it to us once completed and signed.
What can we use to authenticate a caller?
DOB
Permanent Address
RO
Acct #
Policy ID#
How many days has the facility to call in to report a void?
1 BD
What policy condition must an standard customer agree when calling a hold in late?
That we can't go back for more than 1 BD.
What process do we follow when a discharge is needed without a pickup arrangement?
Email PCT Returns
When should we ask if the patient comes from another facility?
Long Term orders
White foam and drapes.
What if an external caller from an standard account requests a void after 1 BD?
Page the rep and create a pickup.
When should we use the Rental Order Transition Function?
When setting a hold for an OPN standard order
What option do we have to select when an standard caller asks a pickup after some days?
Customer called order in late
In which scenarios is not possible to send supplies in the same rental order?
Customer owned programs and placement form storage.
What should we do if the patient calls saying there are missing products in the order they received?
Check there's not an order pending to be delivered.
Submit Shipment Not Received HSL.
What HSL is used to void a claims Medicare account?
RO Void
Where can we process a Hold for a Medicaid/MCO account?
Delair.
What happens when a pickup is requested but the serial number/patient name doesn't show up in the drop down list?
1. Check if the VAC is available in Genesis
2. Process a placement from storage
3. Process the pickup
What happens if the VAC is not showing in the placement from storage drop down list?
Check in Genesis and:
Floor Status: call CCL
Storage Status: place manual placement order.
If the caller doesn't have a PO# we should keep the order as pending.
Yes.