Troubleshooting
Codes
RMA Processing
MBG
Patient Queue
100
What first step should the patient take when troubleshooting a device?
What is turn on the unit.
100
Which note is used to document a self pay/billing question?
What is an ICB code
100
When a unit is physically returning, which two circumstances is an RMA needed?
What is FA & WIP.
100
What percentage does the patient have to wear the unit for a MBG?
What is 90%
100
When should you check your patient queue?
What is a daily basis.
200
In which location should the patient NOT plug in the power cords?
What is a power strip.
200
What code is used for medical complaints?
What is an M4 note.
200
What is the difference between a pre-ship v.s post-ship?
What is an AOB.
200
Who are the product managers for Physio & Spine?
Who is Linda Thomas (spine), Who is Sally Cameron (physio)
200
What is the maximum amount of days a unit can remain in returns without being processed?
What is 30 days.
300
Which note code is used when documenting a troubleshooting resolution?
What is a 7C note.
300
What is a 079 error code?
What is bLO.
300
From which order do you create the RMA?
What is the order the SN returning is tagged to.
300
What is the maximum time period a MBG claim can be received for processing?
What is 1 year after the device is first applied following surgery.
300
What should be created if a TM ships a unit back that is marked as defective?
What is a Field Contact.
400
What document is needed prior to shipping out a replacement unit?
What is an AOB.
400
Which code is used to document a size trade?
What is an ST note.
400
What is the main difference between lite return & lite post ship?
What is dollar amount.
400
What is the minimum consecutive days for the Cervical-Stim treatment period?
What is 180 days.
400
When a unit has not yet returned, what is the minimum number of follow up attempts required in order to close a FC and RMA?
What is 3.
500
Name 2 of the 3 "E" error codes that are NOT product failures.
What are ECE, EPU & EPF.
500
Which code is used to close a field contact?
What is an RF note.
500
What 5 criteria is included in a 37 note?
What is SO, RMA, FC, SN & FEDEX Tracking # with date of pickup.
500
The MBG does not apply if this person is requesting for a patient to continue treatment but the patient is requesting MBG. Who is this person?
Who is the doctor.
500
If a unit returns without time that is tagged to a sold order, what initial step should be taken?
What is contact TM to contact sold order account.
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