Shipping
When is the Livermore logistics cut-off time for shipping?
5:30pm EST or 2:30pm PST
What two requirements do you need to verify on an inbound call before proceeding with the call?
Name & DOB
List 4 ways we can obtain a signed CIF.
fax
digital onboarding
What should always be added to a COMP order?
COMP insert
You can send a supply order if the caller is not listed under authorized contacts on the account.
True or False?
False
What shipping vendor do we use?
FedEx
Where is the VAD Customer Service work instructions located?
What does CIF stand for?
Customer Information Form
Medline
If the caller is not listed under authorized contacts, what should you advise the caller?
1) Ask if the customer is available to speak with to add the caller as authorized
2) Advise the caller they are not listed on the contact list
What is the standard shipping method used?
STD- standard overnight delivery
After placing a COC order, what the next steps on the COC case?
Schedule the next follow-up date to next business day to allow the order to ship (activated status). Update the Case Status to Pending and Case Outcome to Discharge Initiated – Issue Unresolved.
What information can be pre-filled on the CIF document?
Name, DOB, Address, Phone, Insurance
What does UOM stand for?
Unit of Measure
What does it mean to have an authorized contact with restrictions?
That you can speak with the authorized contact only about what the patient specified
Is Saturday Delivery a guaranteed delivery method?
No. Saturday Delivery must be available in the customers area.
When a customer has a change of insurance, what should be your first step on the patient account?
Create a draft member plan
What is considered a "complete" CIF?
Minimum requirement: Name, DOB, signed and dated.
Gainesville- GNV
Livermore- LIV
If a customer is unable or unwilling to confirm any information, what do you do?
Advise the customer the information is protected under the Privacy Act and HIPAA privacy rule.
If the caller asks for the order to be expedited, how do you document this on the order?
Check the expedite box on the order.
Once a call is complete, where do you document the phone transaction?
Log a call with who you spoke with and details of the call
Who can sign on behalf of the customer?
Power of attorney (POA on file)
or Authorized contact stating the reason why they are incapable of signing the CIF.
Before placing a supply order, what are the two qualifying questions required before evaluating the quantity of supplies needed?
1) How many days of supplies do you have on hand?
2) How often are you changing your dressing?
If the customer calls and does not want to provide the date of birth, what other information can they provide.
Full address including city, state, and zip code.