Kit Pickup Escalation Follow
Vivify has a high success rate for picking up kits, but some patients just aren’t compliant.
Vivify Logistics will make up to four pickup attempts before escalating issues:
- Vivify schedules the pickup and calls the patient to confirm, leaving a voice mail if necessary.
- Vivify receives status alerts from the carrier for any missed attempts and reschedules for the next day.
- Vivify notifies the customer logistics lead on the third and fourth unsuccessful attempts.
Vivify will replace lost or damaged devices during reprocessing. The customer logistics lead will need an action plan on how to handle escalated issues.
The customer is ultimately financially responsible for the kit. Vivify will mark the kit lost and send an invoice 30 days post unsuccessful pickup escalation.