Documentation
What is the correct procedure when you do not have the information of a required field
What are the 2 things that you need to verify when an account pops up automatically?
Full name and DOB
A customer calls in to report a pod that fell off, after probing questions, the reason the pod fell off was because they did not prepare the area, what should you do next?
Explain to the customer the importance of preparing the area and share the appropiate resources.
A replacement was offered to the caller, what should we ask in order to identify the shipping method and what expectations should be shared?
How many pods do you have left and 2-3 business days if DS or 5-7 if NDS
What is the document we should open when handling issues with the app or the controller?
QWI - 503
Customer called to report a pod that failed, customer wants a replacement and provide the information from the pod itself. How should you document the question, "Is the product available to be returned"?
Yes
Account does not automatically pops up, what do you need to ask to be able to fully verify?
Phone Number
Email Address
How can you ensure continuity of care?
Asking for a backup method, check if they we able to activate a new pod.
Customer will get a replacement along with a return label, what needs to be advised to the customer?
That they will receive a call within the next 14 days to remember them to send the pod back.
What is the name of the document where you can find useful resources to share with the callers?
Landing Pages
Customer calls in to report an isssue with a pod that is alarming, they mention that this is the 3rd time this has happened this week. How many cases should you create?
3
An Internal transfer comes in, rep provides you with the customer ID and confirms no med event, should you verify anything else or can you proceed with the assistance?
Yes, verify DOB
How many points is the 2.4 Did the agent complete proper troubleshooting and resolution activities? in the QA form
12 points
Where can you check if the customer is enrolled in the SMS feature and what should you say if not enrolled?
SMS consent status and offer to enroll.
What is the document we should open when handling issues with dexcom sensors?
QWI - 506
A customer calls in to report "Sensor Error" (G7) message on their OP5 app, after probing, we just need to re enter the pairing code, what is the correct RFC for this case?
OP5 Sensor Alert Message
A caller calls on behalf of a customer, what is the information you need to gather to verify the account?
Caller full name and relationship with the caller.
What is the correct process to ask for the log files?
Get consent from the customer I.E Based on what you are reporting today, there is data stored on your Omnipod 5 App that could be useful for the continuous improvement of our product. Are you willing to share your App engineering runtime data that is being logged by the App with us?
A customer shows GPS EROS ALL, GPS DASH AL or GPS OP5 ALL and GPS OP5 Impacted as not acknowledged, what should you do next?
Read verbatim the disclaimer from document 145 and acknowledge only GPS OP5 Impacted in SF.
Customer does not know how to connect their new G7 sensor, what resource can we share?
Connecting to Sensor Training Video: Dexcom G7
Customer calls to report that pod made their BG levels to go high. After probing, customer had a notification that said "Automated delivery restriction". How many cases should you create?
2 (1 for ADR and 1 for High BGs)
What is the document with the HIPAA guidelines?
QWI - 114
What is the correct thing to do after we identify what caused a hazard alarm to go off? I.E Error code starts with 19 and end in 106
Let the customer know what the error means and what causes a blockage and how to prevent it.
Can you edit a customer Name, DOB and Phone number on SF?
No, we can only edit the Phone number - QWI-559 Rev. 01
What is the document we should use when resetting a password or username?
PodderCentral Management and Troubleshooting (QWI-528)