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Gentle reminder
As part of your daily tasks: If a patient raises a concern that we don’t directly support and the onshore supervisor takes over, please continue to monitor the conversation. This way, you’ll stay updated and might pick up useful information that could help during your monthly follow-up with the PT.
If you’re ever unsure about what steps to take, don’t hesitate to reach out to us (TL/SME/Trainer). You can also tag the onshore supervisor for follow-up questions on Klara internally or send them a quick PM—just like we normally do.
At the end of the day, our goal as PSR is to ensure our PTs feel supported and never left hanging. Moving forward, if there’s an active conversation on Klara, make it a habit to check in regularly until it’s fully resolved.
Why do you call and ask me the same questions every month?
Why do you call and ask me the same questions every month?
If you are renting equipment from us, we call once a month to follow up on the equipment’s performance as well as your usage. We want to make sure that the equipment is working properly and that you still actually need it. We don’t want to continue to bill you and your insurance company for equipment that you do not use.
It is especially important for us to follow up with you if you are on a ventilator. Because of your condition, the slightest changes could affect your respiratory health. That is why we call in advance to ask you about your equipment, supplies, and any changes such as hospital stays or travel plans before sending a therapist to follow up with you. The more information we have, the more prepared we are to help you.
Suggested spiel if PT will ask Why:
Acknowledge the PT then: (Ex. “That’s a good point.” “I’m glad you asked.” “That makes sense to ask.” “I hear you on that.”)
"I’m calling for our monthly check-in on your equipment, just to make sure everything’s working well and that you still need it. "
"I’m reaching out for our regular check-in on your ventilator. Even small changes can affect your breathing, so I’d like to ask how the equipment and supplies are working" (If the equipment is Ventilator)
"We ask about your equipment, supplies, or any recent hospital stays or travel plans, so we can be fully prepared to support you."
Update: Changes to Resupply Order Processing
Due to recent insurance claim denials, updates have been made to how resupply orders are processed. Insurance providers are now rejecting claims when supplies are shipped too early, which requires us to adjust our shipping timelines and communication with patients.
What’s Changing
🚫 No early shipments: Supplies can no longer be shipped ahead of time.
⏰ Closer to the Date of Service (DOS): Orders must now be shipped nearer to the patient’s resupply date (the “date of service”).
📦 Possible delivery delays: Because of the shorter lead time, patients may receive their packages closer to or just after their resupply date.
What Agents Should Do
Set proper expectations: Avoid promising exact delivery dates.
Use general timeframes: Advise patients that their supplies will arrive “soon” or near their anniversary date. (Marisa meant their 30th day)
Use the script provided by Marisa.
Pending: Awaiting Marisa’s guidance on the script and how to address patients regarding delays in their supplies.
In short:
Because of new insurance rules, supplies can’t be sent too early. Deliveries will happen closer to the scheduled date, possibly causing minor delays, and agents must adjust what they tell patients to set the right expectations.
Example Scenario:
If a patient’s resupply date of service (DOS), the date they’re eligible to receive new supplies is October 17, MBHC can’t ship the order too early because of insurance rules.
So:
The package will probably be shipped around October 15, just a couple of days before the resupply date.
That means the patient will likely receive their supplies right around October 17 (the 30-day mark), or maybe 1–2 days later depending on shipping times.
In short:
Supplies will now be sent closer to the resupply date (e.g., Oct 15 for an Oct 17 date), so the patient may get them on or just after the 30th day not earlier like before.
Script/Spiel:
"Thank you for confirming your order. We will process it near your anniversary date,(Ex. October 23, 2025). We can provide a more accurate ETA once we have tracking information which can be provided upon your request. "
Gentle reminder
In situations where a PSR reaches out to the patient a bit late, or for patients who don’t contact us regularly:
If the order is placed a day before or after the resupply date, it will still follow the standard processing timeframe. Patients can expect to receive their supplies in about a week from the date the order is placed.
Also, once the patient approves the list of supplies, make sure everything is complete after entering it into BT. Missing any item from the list could lead to additional delays.
As for those angry callers upset with their supplies being delayed, please have the agents follow the normal escalation process.
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