Escalation Best Practices
When do we escalate for unresponsive clinics?
At least 3 separate attempts have been made to contact the clinic.
On inbound call, how many pieces of information MUST be verified?
2 Pieces
Or
First, Last Name, and 2 additional pieces of information. ( Phone#, Email, or DOB)
What is the proper way to transfer a patient to PS?
Provide the patient with the phone # and warm transfer to PS.
What does HSAT stand for?
Home Sleep Apnea Test
DS should be offered when?
As a first option to scheduling an appointment
When do we NOT escalate an existing patient to PS?
Do not escalate if the patient has been warm transferred successfully to Patient Services.
On an Outbound call, how many pieces of PHI must be verified?
2 Pieces
OR
First/Last Name, and 1 additional piece of patient information. ( Phone#, Email, or DOB)
What is the contact information for PS?
844-672-6720, or email Support@InspireSleep.com
Is Lofta covered by insurance?
Home Sleep Study that is cash only.
When a patient's insurance does not contain a group #, what should be listed in the online portal?
N/A
or
0
What is considered a Device complaint?
Negative Feedback on Inspire, Clinic, or Physician
What is NOT considered a form of PHI?
Zip Code
Who should be transferred to patient services?
Current Inspire Therapy Users reporting ANY concerns, questions, or issues with the device/remote.
Pts reporting Side Effects
Patients needing assistance with troubleshooting the Inspire Therapy Application
Current Inspire patients who have moved to another state and need assistance finding a new provider for ongoing care with Inspire device.
Which insurance does OGNOMY not accept?
UHC except Traditional Medicare/UHC Medicare (Advantage) Plans
When using DS, the online portal states to call the clinic. are we able to call the clinic?
Yes, we can ONly call the number listed in USD.
How do we properly add a patient to the DNC list?
Escalate and leave detailed notes to add the patient to the DNC list.
During an Outbound call, when should an advisor confirm the patient's PHI?
Before stating the purpose of the call
What information should be provided to PS advisor when transferring?
-Patient Name
-DOB
-Callback Number
-Synopsis of what the patient is reporting
When do you transfer to HST?
Clinic notes indicate OG or Lofta
The patient timeline indicates OG or Lofta
The patient was referred by the doctor to schedule an HST.
Process if DS is not working?
Utilize the Ds link in the spreadsheet
If this does not work, utilize the clinic's next option "(Call or Email_
When do we escalate for digital scheduling issues?
No availability, the accepted insurance was not on the list, or the physician was not in the clinic note.
OR
Any other problem with the Digital Scheduling portal, Clinic Notes, or Digital Scheduling Links. It is
If a caregiver is calling/answering for a patient, must the ACP agent must verify?
First Name, Last Name, 2 additional pieces of patient information.(Phone #,Email, DOB)
Process for deceased patients
Existing Inspire Patients that have passed way, please WARM transfer to Patient Services. Please collect the following information.
-Patient Name
-DOB
-Callback Number
Which type of HST requires follow-up to schedule a consult or to make sure a consult appointment was made?
Ognomy
If the clinic location the pateint called in about does not have availability are we able to schedule at an alternate location? Even if not listed in clinic notes.
Yes