Outbound Do's & Don'ts
Legal Hours & /countries we can call
8 am to 6 pm, their local team
1. United States
2. Canada
3. Puerto Rico
Before Sending ANY Escalation
1. Use the correct Level 1 Reason Code
2. Document attempt and context
3. Capture Clinic staff names when possible
4. Write Clear, concise level 1 (What, what, and requested action)
Is Inspire therapy right for me / Am I a candidate?
Pg.2
A callback is needed
Please schedule for two (2) business
days or the agreed callback time.
Reason Not Attempted
When we did not send out an attempt
Timeframes for Info/VA Guide, Sleep Study, Referral
Info/VA Guide: 4 Weeks
Referral: 2 weeks
Sleep Study:2 weeks (Fax Over), 4 weeks (never had a sleep study before or need to get an updated)
Do NOT escalate
• Scheduler out-of-office notices (unless OOO > 2 weeks AND it is the only contact).
• Patient declined Ognomy.
• Issue is already escalated in CSW (only email Leadership if time-sensitive).
• Fax number additions for accounts that do not require referral or are non-Ognomy.
• Referral requirements that are specific to certain insurance plans (e.g., HMO).
• Patient booked with NP/PA not listed on physician tab in CSW.
Initial consultation cost
Pg. 7
Reviewing the Timeline
We will always look under the patient’s name as
well as the timeline under the case and scroll
down the timeline to determine how to handle
the call with the patient.
Reason not scheduled
When we attempted the clinic
1. Move the task out 30 days or more
2. Escalate the Case
Reason: Duplicate Task, leave clear notes on what task type and date to close
Complaint or Device Concern
• Attempt a warm transfer to Patient Service
If the call fails to connect, escalate with detailed notes; DOB is required.
e.g., Patient Services and/or the patient drops from the call, we reach the callback
option in the IVR, busy signal, etc.
• For chat requests needing Patient Services:
Email GRP-Inspire-Leadership with the patient information that was provided to the
chatbot.
Probe patient for DOB as this is required.
Do NOT Escalate if:
Warm transfer to Patient Services was successful.
Patient Cost Scenario Examples
Pg. 7 (Towards the bottom)
Selecting a Task
All tasks are located under the Case
tab ➔ Related Tasks ➔ Related
Open Tasks.
Change this drop-down to All Related
Tasks to see every task associated with this
case, if needed.
To select a task, always double-click
in the white area of the task.
Please do not select any blue
hyperlinks outside of the script.
This can take you away from the case or
Open a Manager/Client view.
Scheduling Link VS. Scheduling Requirements
The scheduling link attempts to schedule the patient, but prohibits the patient from being scheduled for an appointment. An alternate method of scheduling may be used.
▪ 404 error code when clicking into the link, wrong doctor listed, wrong
Location listed, digital scheduling instructions do not match the link, no appointment availability on the digital scheduling link.
Scheduling Requirement
Any documentation that is required before scheduling an appointment, which becomes a barrier to getting an appointment for all patients.
▪ Referral required, copy of sleep study, medical record request, insurance specific requirements. Patient completes info guide instructions and sends it to the clinic, contact clinic, clinic states they haven't received info guide.
PHI: Caller must confirm
1. First and last name
2. One of the additional pieces of information (Phone, Email. DOB)
Patient Scheduled with a Clinic Not Part of ACP
Advisor Must Document all appointment details the patient provides:
Clinic name
• Appointment date & time
• Who scheduled it (patient vs. clinic outreach)
• Any additional context shared
What is the Inspire Therapy Process?
Pg. 9
Tying an appt without an attempt
Patient has not previously called into the ACP
1. Go to the case
2. Appointment Info Tab
3. Click + that has a new patient appointment
4. Appointment Type
5. Select Clinic (Set Appointment Clinic)
6. Select the clinic, add the doctor and date, and click save.
Summary tab to confirm the patient appointment, along with appointment info
Technical Questions
This is used for questions that cannot be answered by Patient Services or by sending the provider to the Health Care Professionals line.
PHI First Time interaction.
After the PHI verification, if it is our first time speaking with the patient, we must verify the name/callback number/email to ensure the patient entered it correctly.
Digital Scheduling (DS) Issues
The scheduling link shows no availability.
• Clinic reports they don't see the patient in their system.
• Any DS error blocks booking:
pop-up/system errors, insurance not in dropdown, physician not listed, DS
Instructions do not mirror the DS portal.
No available clinics in area due to patient criteria:
Different Script Paths
ACP Common Script Buttons
1. Choose Alternate Script
2. Select the options below. (PASC, HST Call only, ASC)
Clinic Unreachable VS. Clinic is not available
Clinic Unreachable: The clinic does not answer the phone while calling in with the patient waiting on the other line. ▪ Long holds, straight to voicemail, Busy signal.
Clinic is Not Available: The clinic is closed/at lunch; the clinic answers the phone but cannot schedule the patient at this time, or we attempted to call first and are now sending an email.
▪ Hours are wrong, the Scheduler isn’t available to schedule, Inspire-Specific scheduler is unavailable