CUSTOMER SERVICE & CLINICAL SPECIALIST

1. Customer Service will collect contact info

• When is the best time for our clinical specialist to call?
• Who is the patient? Who is the direct contact (if not the patient)? (Name, phone #, email address)

2.  Clinic Specialist ASSESSMENT

• Position to act – credit/debit card required
• Level of interest – decision maker?
• Needs/condition assessment

A Customer Service Representative or Case Manager will contact
you to introduce you to the program:

• Who we are and what is different about us
• What we offer (PC program, equipment, and therapy) Who we serve
• Cost and benefits of rental and purchase

A Customer Service Representative or Case Manager will contact you
to enroll you in the program:

1. ACCOUNT SETUP

• Documents sent to contact for completion
• Documents received and chart created

2. RENTAL/PURCHASE AGREEMENT

• Agreement sent to contact
• Agreement received signed, and in chart
• 1st payment due

A Clinical Specialist will help with your service in 2 ways:

1. EQUIPMENT DELIVERY

• Equipment delivered or shipped
• Patient program packet/website patient portal

2. TRAINING

• On-site (local only)
• Training videos (website patient portal)

A Case Manager (Clinical Specialist if necessary) will help you with any
support you may need:

1. ONGOING SUPPORT

• Daily progress for the first week, two weeks if the patient is non-compliant
  (SOAP)
• All notes will be scanned and put into drop box and patient’s physical file
• Quarterly clinical progress reports
• Device service support