Inquiring Minds Want to Know

How To Find Systems And Unetsm
Resources
Inquiring Minds Want to Know
Introduction

Christine Morris –Manager, UNOS Customer Service

Andrea Loyd – Service Desk Specialist

Dean Wilson – Service Desk Specialist
Our Goal For This Session

To provide a better understanding of the services provided by
UNOS Customer Service.

To ensure that you know how to get the technical support you
need, when you need it, and in the manner that is most
convenient for you.

To provide tips on how to get help quickly by contacting the
appropriate UNOS support team, and by providing the right
information to ensure efficient handling of your request.
Meet The Team
Valeria – 18 Years
Michelle – 4 Years
Rachel – 7 Years
Dean – 3 Years
June – 1 Year
Marlyn – 15 Years
Andrea – 5 Years
Lauri – 25 Years
Over 78 Years of collective UNOS experience
Our Mission
UNOS Mission
To advance organ availability and transplantation by uniting
and supporting its communities for the benefit of patients
through education, technology and policy development.
UNOS Customer Service Mission
To support UNOS’ mission by providing secure system
access, efficient technical support and new solutions to the
thousands of transplant community professionals and UNOS
employees who rely daily on UNOS systems and
applications.
Who Ya Gonna Call?

UNet Help Desk


Organ Center


UNet questions, Data changes, Site
Administrator password resets, Technical
Support
9FN/9CH numbers, Donor import access, Wait
time modifications, After hours emergencies
Regional Administrators

Policy questions, Regional information
Who Ya Gonna Call?
 Regional
Review Board Staff
 Justification, Exception and
Extension forms
 Membership
Coordinators
 Member updates
 Site
Security Administrators
 Password resets, UNet permissions
What Is Urgent?

Waitlisted patients


Match runs


Matches won’t load, not receiving organ offers
Patient safety


MELD/PELD, Exceptions, Justifications, Removals, Can’t
access Waitlist
Disease transmission, safety situation, living donor
adverse event
STAT Donor HLA requests
What Information To Include

Providing the following donor/patient identifiers will
make processing your work orders more efficient:
Patient
Donor
•
•
•
•
Donor ID
Donor Name
Match ID
Referral /Recovery Date
(OPO)
• Transplant Date (TXC- living
donors)
• Organ Type
• DNR – Notification ID
•
•
•
•
Name
SSN
Organ Type
Transplant Date
Other Required Information
Based on Request Type

Patient/Living Donor Not seen - last date of information available for
patient

Living donor lost - Last date of information available, contact attempts

Graft failure - date of failure

Death date - graft status at time of death

Patient Transfer- transfer date and UNOS Center code

SSN changes - provide both the current and the new number
Examples Of Detailed Descriptions
Not Seen Request:
John Recipient, SSN 222009999, transplant date
3/17/2004, make not seen for the current follow up. The last
date of information is 2/24/2010.
Disposition Code Change Request:
John Donor, Donor ID AABC123, recovery date 4/01/2013,
change right kidney disposition from 216 to 510. Recovery
team provider number 23456, histo lab UNOS-TT1.
Updating An Existing Work Order

Call UNOS Customer Service at 1-800-978-4334

Send a SECURE email containing confidential
patient identifiers to UNetHelpDesk@unos.org
and reference the existing work order

If the patient identifiers are not needed, standard
email can be sent referencing the existing work
order
Examples
Example 1:
For WO 369777, dialysis date change for kidney patient
Egon Spengler, 222009999 – the correct dialysis start
date is 3/19/2009, Dr. Peter Venkman, NPI #
1234567890
Example 2:
On WO 369888, I forgot to include the transfer date.
Please transfer patient to a non-UNOS provider as of
6/20/2012. The last date of information is 6/19/2012
Demonstrations
Questions
And The Winner Is….
Thank You For Coming!
Point of Contact
Christine Morris
Christine.Morris@unos.org
Phone number: 804-782-2955