San Francisco
How do you order the Zio Branded bags for the account?
Send a task to the FSR.
What do you select to order a Zio AT Log Book?
Zio AT Wearing Your Zio
This is required for a VCS appointment.
The patient’s email address.
What an agent should do before promising a device replacement.
Check the account’s special instructions.
What an agent should do when a patient/account returns HE address verification call back.
Send a task to the HE Order Processing Team
What do you do when an account advises they patched a patient with another patient’s HE device?
Advise them to re-patch the patient. We CANNOT disassociate the device.
What should we do when a healthcare organization calls to start our service?
Refer them to fill out the Inside Sales Lead Submission Form on our website.
What should an agent advise when a patient requests to have their data deleted from our system?
Refer the patient to the Privacy portal to submit this request
What should an agent do when the caller reports an issue/feedback with the IVR?
Clone your original ticket and create an IVR Feedback ticket.
This is required when an account requests to restore an expired monitor.
Read the expired device disclosure.
How do you delay a home enrollment shipment?
Enter a future date on the order in Zio Reports
How do you request the return tracking number for a replacement box?
Tag the Tier 3 Team in the General Chat.
What is the device type that the account ships to the patient from their inventory?
Hybrid XT Device
What happens when a Zio AT patient travels outside of the US?
The gateway will not transmit.
What account types have combined reporting?
EHR accounts only!
When an account requests to place an order for a new location that is not in the system.
Send a task to the FSR
When creating an account shipment ticket who should be the contact?
The shipping contact
Who can give a user Zio Suite Admin Privileges if the admin is not available?
FSR and KAM
This is required for a full disclosure report request.
The requester's email address.
When do you need to create multiple tickets for an amendment?
When the claim has been submitted.
When a report is posted to an incorrect patient, what queue should this ticket go to?
The Urgent Clinical Reprocessing queue.
What question is required for reports posted to an incorrect patient?
Was care provided to the incorrect patient on these results?
What do you do if the patient does not identify as a male or female?
Create an amendment ticket to update their preference after the report has posted.
What you should do if a patient is adamant they do not want their report posted.
Refer the patient to the Privacy Portal to fill out the Request Deletion of Personal Data form.
This is the new chapter included on the Zio Monitor report.
Sleep & Activity Chapter