Verification During Phone Call

• Does the customer have an Apple Phone or Android?
• If the customer is unable to clearly understand you, ask them if they would prefer another support agent that speaks better English?
• Update their electronic file information on the platform and confirm that the address, spelling of their name is correct and verify the listed chronic condition is correct.
• Transfer your contact information via text if your disconnected.
• Explain how support works and forward them the text for future support.
• Ask if they have downloaded app’s from the app store in the past for our records? Send them instructions on how to download app for them to follow. If they have any problems offer them a phone number to call for support.
• Explain to the customer about the purpose of the vital watch that will be sent to them and the second piece of equipment also sent to them that supports their chronic condition.
• Explain the purpose of RPM is to keep them healthier, out of the hospital and safe.
• Offer them the PERS upgrade.