Simplified resupply ordering -
Once that time frame has passed, the patient needs to be removed from the resupply follow-up. The calendar also needs to be able to track unsuccessful patient contact attempts so that another contact attempt can be scheduled.
The key to an in-house follow-up is to track each patient so no one falls through the cracks. Calling Procedure. A calling procedure needs to be established for follow-up calls. A basic call script should be created so that each call goes over the base information needed for the follow-up.
Call scripts range from a bullet point list of main questions to be covered in a call to a process document that specifies exactly what is to be done on a call and can be referenced in case of an audit. An established calling procedure will reduce the number of times a program must call back a patient for information not collected on the initial call.
The call script also should be followed if a patient is calling back from being left a voice mail message. In order to make sure these calls are not lost, many times a provider will assign dedicated staff members or a dedicated staff team to whom outbound and any resulting inbound calls from left messages are routed.
Clinical Note Maintenance. While following up with a patient, the caller needs a way to document clinical notes. These notes can include general use as in how often the patient is using the equipment, any issues the patient is having that need to have a clinical follow-up, and changes in patient information such as new address or insurance.
The caller also must be able to document reasons for dysfunction for every supply item. For Medicare guidelines, each of these notes should be taken with each call, maintained, and easily accessible in the case of audits. Resupply Order Creation. The caller should have access to notes on what equipment the patient has been using and what resupply items the patient is eligible for depending on their last order and what insurance they have.
The caller needs a way to create a resupply order, confirming the specific equipment items for the order and shipping address. Once the order is created, the insurance should be verified and co-pay collected. Fulfillment of Resupply Orders.
Once the order is cleared for fulfillment, the in-house inventory should be verified that the items are in stock. Assuming they are all in stock, the order then needs to be picked, packaged, and shipped.
Follow-up Call Styles. An automated follow-up program consists of an interactive voice response IVR system in which the patient answers questions by pressing numbers on their phone, much like the system a person goes through when calling many bank customer service lines.
For example, the IVR will ask the patient if they continue to use their equipment on a nightly basis. IVRs have the typical advantages and drawbacks of computer systems.
They rarely have downtime, they can scale up and down quickly, and they will literally and reliably record patient responses. The rigid yes or no only nature of the process makes it hard to record and provide detailed notes of patient issues for clinician follow-up.
Some IVRs counter this by telling the patient up front to press a given key to receive a callback from a live agent, but if that instruction is ignored or forgotten, frustration can result.
Also, the logic tree of IVRs is complex and resupply companies using them can be slow to adjust call workflows. This can turn into a business risk in cases where Medicare updates or clarifications of a policy alter what questions need to be asked and what information needs to be documented.
A live call follow-up program consists of real live humans calling patients and working from a script or seeking to answer a set of predefined questions. Live callers are generally well received by patients and response rates are higher as a result.
Callers can customize their questions to each patient and ask follow-up questions to clarify patient answers in ways a computer cannot. This is especially helpful in cases where patients do not know the exact equipment they have and the use history is not readily available or accurate.
Scripts are easily adjusted as a result of regulatory changes. When considering a live follow-up call offering from a resupply company, ask how many live callers they have on staff. If a provider has several thousand patients or more and the company has three or less full-time dedicated callers, it could signal a delay in scaling the call center to meet demand.
The larger the number of live full-time callers a resupply company has, the less of an issue scaling becomes as call volume can be shifted among and between an internal team of callers familiar with the account. In the early days of resupply, IVR style follow-up systems were dominant.
The trend recently is a strong shift toward live calls. Supply Dysfunction Documentation. Medicare sets resupply guidelines for providers. ACCOUNT CALL US MY CART. What's New. Skip or cancel at any time.
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