CPAP resupply best practices

Efficient organization and management of patient records is critical. Work to maintain comprehensive profiles on each patient, including original prescription, order history, preferred contact info and time and insurance coverage/eligibility.

• The patient profile and insurance information should be verified and updated at every touch-point.
• Ask each patient when and how they prefer to be contacted.
• Reports should be easily generated and readily available, so you know which patients are eligible for supplies at any given time.
• Keep a master list of your insurance providers’ reimbursement schedules.

Different patients have different needs, so it’s helpful to offer them multiple ways to contact you. Whether it involves email and traditional mail or dedicated phone support, a certain amount of staff and resources should be dedicated to this important task.

• Calls should accommodate the patient’s schedule, which often differs from standard business hours.
• For efficient order processing and payment, take the time to verify each patient’s insurance coverage and eligibility (electronic verification offers the highest return).
• Maintain call logs (especially outbound).

Order fulfillment is an important part of patient satisfaction. It can also be a burden on profitability. Consider using drop-ship programs, which improve operational efficiencies and reduce costs by offering hassle-free fulfillment.

• Minimize redundant data entry through an electronic data interchange.
• Maximize efficiency by aggregating your supplies into as few shipments as possible.
• Order only what you need, as you need it. Consider just-in-time (JIT) inventory systems.