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Troubleshooting - 1
Troubleshooting - 2
Processes - 1
Processes - 2
Miscellaneous
100

If the device is in a delayed sensor mode what happened?

The Bluetooth disconnected

100

Why would the phone be storing data?

It is unable to transmit
100

What program is used to adjust the service dates?

Soft Aid

100

What program is used to see if there are GOOD transmissions on file?

Pace Art

100

Name a troubleshooting step that we will never take when dealing with a Check Electrode error.

Turn off phone/ Remove sensor battery/ Restart ACT program

200

If we are unable to fix a Poor Cell Coverage notification what is our last step?

Escalate email

200

Who do we contact when troubleshooting fails?

Escalation

200

What program is used to phone enroll a patient?

Pace Art

200

What type of address can we NOT ship to?

PO Box

200

What is the date we will use as the EOS when a patient is returning the device early?

The last date the device was worn

300

What needs to be adjusted if we can a Check Electrodes error during MCT3 baseline?

Impedance setting

300

Name 3 reasons why the patient would get a Sensor Disconnect notification 

Bluetooth Interference, Obstruction, Distance, Low Sensor Battery, Airplane Mode (Brigadier) 

300

Why would you adjust the patient's start date?

When they are activating outside of the original DOS.

300

What is our standard shipping method for supplies?

2 Business days
300

Who will you email if a patient returns a device without baselining?

Returneddevices@gobio.com / Baselinesupport@gobio.com 

400

Name 4 auto replacements

224/ 225/ 290/ 405/ 1104/ 1107/ 1114/ 1118/ .EXE/ Age Restriction/ Lost, Damaged, Stolen

400

Name 3 reasons a patient may get a Check Electrodes notification?

Lead wire loose/ Electrode loose/ Electrode off/ Skin prep was not followed/ Electrode condition is bad/ Etc
400

What is needed when we process an Auto replacement? 

Verify the shipping address and email escalate

400

What are two restrictions to phone enrolling a patient?

Cannot enroll a patient by themselves. Cannot enroll an ACX patient.

400

What would you do if we had a patient under the age of 22 wearing a MCT1 device? What must we verify?

Replacement with an MCT3. Enrollment must state that we are able to do so

500

What are the steps to troubleshooting a Sensor Disconnect?

Reset the ACT program/ Wait 3 minutes to reconnect/ Remove sensor battery, Restart phone, place battery back at heart screen/ Escalate transfer
500

What are the 3 main connections of the device?

Patient to Sensor/ Sensor to Cell Phone/ Cell Phone to LifeWatch
500

If we have a patient who is symptomatic what do we do?

Attempt to pull an Manual Event and transfer to Clinical
500
Other than returning the device early, why would we change the EOS date? (Two Reasons)

Dr. request/ Service interruption/ Replacement device

500

What is the new step for Code 290 during our trial period?

Unplug lead wire, remove sensor battery, turn off phone for 3 hours.