Device Retrieval
what is the first step in handling a lost device call?
Obtain and document as much information as possible
Where does the flex adaptor go on?
Center of your chest
What does a solid red light on the sensor indicate?
Internal error with the sensor. (Automatic Replacement)
What do you need in the subject line of IME ISE error calls?
The error code
What should be stated after the greeting and before verifying HIPAA
Warm acknowledgement
True or False: We will automatically follow up with the patient via phone for scheduling a UPS pick up?
False: We will ask the patient if they are ok with receiving email notifications. If they aren't we will then call the patient
Starting from the right side of the chest name the colors of the lead wires
White, chest right. Black, chest left. Red, Rib left.
How many minutes could it take to show the charging light when charging if the battery is completely depleted?
30 minutes
What is the minimal number of hours we look for a monitor to hold a charge to determine if there is a holding a charge issue?
5-6 hours
What is the 3 part closing
1. Any additional questions
2. Thank patient for calling
3. Wish the paient well
In what field in Salesforce can you confirm if the device was received by distribution
Shipments field
What will confirm recording after attaching a sensor to a patch
A solid green light
in a sensor not charging scenario what are 2 questions you can ask to know if the patch and tab have been removed, but the sensor has not been removed from the plastic cradle?
Can you see both sets of gold-plated bars/teeth on the back of the sensor?
Can you see the 5 small icons on the bottom of the sensor?
What is the first thing you should do on a no communication error?
Make sure the sensor is fully seated in the patch or LWA
What 2 thigs need to be stated when providing an EOS date?
What do you need in order to search to confirm if a device was received by distribution
The monitor serial number
What 2 things need to be documented in the diary when recording a symptom?
The date and time of the symptom
Where are the help videos located on the monitor?
In options
On the patch/Electrode disconnected flow chart, what should you do if the error is still present after the 7 taps?
1. Instruct patient to remove the patch/ electrodes
2. Remove sensor from device and place on charger
3. power off monitor and place on the charger
4. Advise patient of universal skin care & prep. Once sensor is fully charged reconnect.
5. inform patient escalation rep will reach out in 4 hours
6. send to PS T/S Task Q
When should the OB message be stated?
When calling a patient back, when there is someone else on the call on speaker, when someone passes the phone to some one else
For a lost device, what should you do after obtaining and documenting as much information as possible?
Order a replacement and provide return instructions for the initial kit.
What are the 2 options given to a patient if they aren't seeing the green light to confirm recording when they are activating on their own?
call 877.593.6421 or visit myheartmonitor.com
How can you access the status bar on the monitor to test cell connection?
Tapping the top part of the screen and swiping down
what is the 3rd step on the Transmit Data flow chart?
Check Carrier Coverage Map
What are the 3 ways a call should end?
Resolution, replacement, follow up