Skin Irritation
Billing
Flow Charts
Case Reasons
MIS
100

What is a raised skin Irritation complaint?

Minor

100

What is the name of the Billing document?

Biling- PS Billing Guide

100

What do you do for prescription error 101

Order a replacement

100

What goes hand and hand with the case reason in Salesforce?

Subcategories

100

What needs to be notated when you speak with a 3rd party 

Full name and relationship to the patient

200

In what case should another skin irritation case reason be used for a patient that has already reported skin irritation?

When the case has gone from Minor to Server 

200

What should you do if a patient calls to provide their updated primary insurance or secondary insurance information

Obtain insurance information: provider, group #, policy #, PT name, dob, relation to policy holder and email DL_AMD_IVquestions@philips.com

200

What is the last step in the ISE/IME flow chart

After monitor reloads wait for the Bluetooth to connect and the monitor to display the sensor batter percentage

200

What is the case reason and subcategory for "Caller wants to make sure their device is working and sending in data"

General Service/ Device Questions, Confirmation of monitoring

200

When do you not create a stop note task for a BIS?

When it is an Event patient

300

What are the 3 questions needed to be documented on a minor complaint?

ESI Symptom Categorization

What Alternative Adhesive was offered/ordered

Will patient take a BIS?

300

Patient requesting financial assistance

If they have a bill refer them to the billing department they are assigned to. If there is no bill advise the patient they can apply once they have one

300

What should you do if the monitor serial number does not match the patient or any patient per waiting for prescription error flowchart?

Obtain Monitor serial number, the patient's name, DOB, Phone number and their ordering Physician. Email DL_AMD_Salesandenrollment@philips.com CC Patientservicessupport@philips.com. Advised the patient to keep wearing the device and we will follow up.

300

What is the subcategory for "Caller requesting to delay the start of their order because they need assistance of a 3rd party who is unavailable at this time"

Needs assistance with setup

300

What needs to be discussed when a patient calls for their EOS date?

Their EOS date, To wear until Midnight, Return instructions

400

Name the Server symptoms listed on the flowchart 

Scabbing, blisters/welts, Rawness - Open Skin, Open Sores/Skin, Bleeding, Discharge

400

If no EPR on file/EPR is 9999999999/FC Status is listed at Incomplete

Email DL_AMD_IVQuestions@philips.com & 

PatientServicesSupport@philips.com requesting an EPR 

Please include the following, Name, DOB, ENR/RX, and callback number 

400

What is the first step on the patch Electrode Disconnected Flow Chart?

Check for active alerts on the screen or status bar

400

What is the definition of case reason: Sensor Light Issue with Subcatergory: Solid Red/ Pink Light

Caller is reporting the sensor light is a solid RED or PINK light

400

what are the steps for Device shipped to an incorrect address:

1. PS Support task with the subject of Lost Device/Lost Device Fee Questions. Include the patient’s information; the address the 

kit was shipped to and key details of the call

2. Update the address in NIOP, PEMS and email Client Services to have the address updated in Sorian.

3. Order a replacement if needed.

4. Follow Break In Service protocol (when applicable

500

What are all the questions for a server complaint that need to be documented?

Device used with Electrode

Configuration used

Electrode Lot # ESI Symptom Categorization

Did patient seek medical treatment?

Was patient advised to treat with medication?

 Prescription or OTC medication?

List of medications/medication Types

Did the patient take a break in service/discontinue service?

Did patient follow instructions for skin prep?

Instructions not followed detail

Patient report skin sensitivity/allergy to metals or adhesives

Skin sensitivity/allergy details

500

Patient is calling to pay their bill or dispute their bill and Philips is listed on the bill 

Transfer call to Varo our Patient Billing Team at 877-837-6027

500

What are the 2 possible second steps on the Monitor Charging Issues Flow Chart?

Lighting bolt not visible - Plug charger into alternate wall outlet


Lighting bolt Visible- Notate charge percentage. Tell patient to allow monitor to charge. Create a task for PS Support to follow up with ETA of 4 hours

500

What case reason creates a case with CHU that needs specific documentation 

Server Skin Irritation

500

What are all the QI points you need to hit for the activation walk through for Mcot? 

Provided Charging Instructions  

Reviewed Skin Prep Regimen / Replacing Patch / Electrodes  

Advised of PEG Available in Kit

 Advised of Patient Service Contact Information / reasons to call  

Offered to add consent for Third Party

Provided Enrollment Duration and Service Dates

 Provided Showering instructions 

Reviewed Travel / Taking the device when leaving the house  

Provided Return Instructions

Awaiting Baseline - Sent an ECG Test  

Walked through recording a symptom

 Confirmed baseline was received