Skin Irritation
What is a raised skin Irritation complaint?
Minor
What is the name of the Billing document?
Biling- PS Billing Guide
What do you do for prescription error 101
Order a replacement
What goes hand and hand with the case reason in Salesforce?
Subcategories
What needs to be notated when you speak with a 3rd party
Full name and relationship to the patient
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
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
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
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
When do you not create a stop note task for a BIS?
When it is an Event patient
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?
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
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.
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
What needs to be discussed when a patient calls for their EOS date?
Their EOS date, To wear until Midnight, Return instructions
Name the Server symptoms listed on the flowchart
Scabbing, blisters/welts, Rawness - Open Skin, Open Sores/Skin, Bleeding, Discharge
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
What is the first step on the patch Electrode Disconnected Flow Chart?
Check for active alerts on the screen or status bar
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
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
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
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
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
What case reason creates a case with CHU that needs specific documentation
Server Skin Irritation
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