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Making medSage work for you

The first step involved in making medSage a part of your daily processes is to consider the resources that will be needed to support it. Our application was designed with this consideration in mind, thus allowing you to assign staff and develop processes that will ensure that you are reaping the most rewards from the fulfillment process.

Deciding answers to questions such as ‘How many staff will I need to be working in medSage?’ as well as ‘How will staff be working in medSage?’ is necessary in order to plan out the implementation of medSage. We have developed the following decision-making flow through our support of hundreds of clients throughout the years. It will help guide you through these decisions.

Decision-making flow

As the decision-maker, you will need to ask yourself the following questions:

Question 1: How many staff members will I need to process fulfillment reorder requests and notifications (clinical/non-clinical) and reach out to patients who cannot be contacted through automated means?

Typically, clients assign 1 user per 1000 patients, but you may find this ratio differs based on your particular staffing situation.

If you will be tasking one staff person to utilize medSage, proceed to the workflow section: single user or multiple users performing the same tasks

-or-

If you will be tasking more than one staff person to utilize medSage, proceed to the next question.

Question 2: How will staff be utilizing medSage?

Some clients designate certain tasks (discussed below) to certain users while some clients have each staff person responsible for all of the tasks.

Staff can be involved with handling the following types of tasks:

Reaching out to patients who are unable to be contacted through automated means – Staff will be responsible for contacting the patients that the system is unable to do so due to problematic phone numbers, patient preference or non-responsiveness.

Processing clinical notifications – Staff will be responsible for processing notifications that involve clinical issues, such as verbal non-compliance, mask fit, machine malfunctioning and irritation issues.

Processing non-clinical notifications – Staff will be responsible for processing notifications that involve non-clinical issues, such as address, insurance change or doctor appointment not scheduled.

Processing fulfillment reorder requests – Staff will be responsible for verifying and fulfilling CPAP reorder requests.

If each staff person, or all staff, will be handling all of the above tasks regardless of type, proceed to the workflow section: single user or multiple users performing the same tasks

-or-

If the above tasks will be divided among different staff, proceed to the workflow section: multiple users performing different tasks

Workflow sections

Single user or multiple users performing the same task

From within the tasks section:

Users will work in the ‘All Open’ list – This section contains all of the open tasks within the sub-lists: reorders, reorders with notifications and notifications in one place. Staff can sort the list by clicking on the applicable column header.

For specific instructions on how to process reorders and notifications, please visit tasks

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From within the patients section:

Users will work in the following lists of patients who require a phone call from staff because they are unable to be contacted through automated means:

Active manual
Non-compliant patient listing (if applicable)
Unreachable

For specific instructions on how to work the lists of patients who need to be contacted by staff, please visit patients

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Multiple users performing different tasks

Most clients who have multiple users working in medSage, each processing different types of tasks, do so by differentiating tasks by the type of user:

Fulfillment staff: Staff who will be responsible for handing the fulfillment of reorder requests, non-clinical notifications and followup with patients who cannot be reached by our system.
Clinical staff: Staff who will be responsible for handling clinical notifications only.

Workflow for fulfillment staff

From within the tasks section:

Users will work in the following list:

Reorders - to be responsible for approving reorders.
Reorders with notifications - to be responsible for archiving non-clinical notifications, such as shipping address changes, insurance changes, doctor appointment scheduling and data cards.

(Staff will set the filter dropdown at the top of the page to show general notifications)

For specific instructions on how to process reorders and notifications, please visit tasks

From within the patients section:

Users will work in the following lists of patients who require a phone call from staff because they are unable to be contacted through automated means:

Active manual
Unreachable
Non-compliant patient listing (if applicable)

For specific instructions on how to work the lists of patients who need to be contacted by staff, please visit patients

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Workflow for clinical staff

From within the tasks section:

Users will work in the following list:

Notifications - to be responsible for archiving clinical notifications, such as patient non-compliance, mask refit, mask or skin irritation and equipment malfunctioning.
Reorders with notifications - to be responsible for archiving clinical notifications. Once the notification is archived in medSage, the system will move the task to the reorder list so that fulfillment personnel can continue fulfillment.

(Staff will set the filter dropdown at the top of the page to show clinical notifications and report notifications.)

For specific instructions on how to process reorders and notifications, please visit tasks

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