Tag: Board of Certification/Accreditation (BOC)
Customer Service: Share feedback
April 17, 2024Judi Knott
Q. How can I take advantage of the positive feedback I’ve received?
A. Now that we’ve discussed the importance of measuring customer service, considering available tracking tools and improving your customer service scorecard, you may have begun collecting feedback. Once you start seeing positive results from your efforts, it’s important to let others know! Sharing feedback is a powerful way to promote your business. It provides authentic validation and builds trust with current...
Customer Service: Use feedback as learning process
March 13, 2024Judi Knott
Q. How can I use negative feedback from customers to improve?
A. It's common for DMEPOS businesses who are just beginning to measure customer satisfaction to feel anxious about their results. It can be challenging to hear customers express dissatisfaction. I encourage business leaders to face that fear, as negative feedback from customers can provide valuable insights to drive change in your organization.
Here are some steps a business can take to effectively use customer feedback to improve.
Listen...
Providers get crash course on lymphedema rules
February 9, 2024HME News Staff
YARMOUTH, Maine – It’s a “time of learning” for providers, as they navigate providing compression therapy garments for Medicare beneficiaries with lymphedema, say industry stakeholders.
CMS in November issued a final rule that expanded coverage to include compression garments and in December the agency published a related fee schedule.
“Now people are trying to figure out how to transact business to support these patients who finally have access to...
Customer service: Identify the right tool
February 7, 2024Judi Knott
Q. What are some ways to collect customer feedback, and the pros/cons of each?
A. There are many types of customer service tracking tools available, and it is important to select the one that is most relevant for your customers and your business. Here are a few for consideration:
Net promoter score
BOC uses one of the simplest tools available: the Net Promoter Score (NPS). NPS is considered the leading metric for measuring customer satisfaction, and it’s calculated...
BOC taps Jason Morin for board
February 1, 2024HME News Staff
OWINGS MILLS, Md. – The Board of Certification/Accreditation (BOC) board of directors has appointed Jason R. Morin as a public member. Morin, currently senior manager of payer relations for Coloplast, is an executive leader with more than 20 years of experience in optimizing reimbursement operations and third-party payer relationships in the home medical equipment sector. “We are pleased to welcome Jason to the board,” says BOC Board Chair Cameron Stewart, BOCO, BOCP. “His...
Customer Service: Make metrics matter
January 16, 2024Judi Knott
Q. Why is measuring customer service important?
A. We are actually measuring satisfaction to evaluate our service.
In 2019, BOC began measuring customer satisfaction to better understand, monitor and utilize this feedback. It is important for any business to understand that customer service metrics are directly tied to your company’s ability to grow revenue.
Your customers rely on you for the services you offer, but in turn, they can provide a wealth of knowledge...
BOC launches lymphedema accreditation
January 16, 2024HME News Staff
OWINGS MILLS, Md. – The Board of Certification/Accreditation has added a new lymphedema/compression accreditation in response to CMS’s decision to start covering compression garments and related accessories through Medicare Part B on Jan. 1, 2024. “This recent development by CMS represents a significant victory for patients struggling with lymphedema and the health care providers dedicated to their care,” said BOC’s COO Matthew Gruskin, MBA, BOCO, BOCPD, CDME....
In brief: New hires, new contracts and a new app
January 5, 2024HME News Staff
WATERLOO, Iowa - U.S. Rehab has named Tyler Mahncke president of U.S. Rehab following the recent retirement of Greg Packer. Since 2022, Mahncke has served as vice president of U.S. Rehab. He is also vice president of the DMERT Group, an industry non-profit organization that provides continuing education programs for service technicians in the DME and CRT space. “We are extremely excited for Tyler’s promotion to president of U.S. Rehab,” said Lindy Tentinger, president of VGM & Associates....
BOC seeks new nominations
January 3, 2024HME News Staff
OWINGS MILLS, Md. – The Board of Certification/Accreditation (BOC) is calling for nominations for its Certificant of the Year Award. The award recognizes one BOC-certified individual for outstanding achievements in service, research and outreach. “BOC’s Certificant of the Year Award is an exceptional opportunity to celebrate the extensive skills and accomplishments of BOC-certified professionals,” said Judi Knott, president & CEO. “We look forward to learning more about...
In brief: VA taps online orders, Darby taps Sheehan, BOC taps new members
December 6, 2023HME News Staff
WASHINGTON – Veterans Affairs has announced that veterans who use CPAP machines can now order their supplies online. The VA has added a CPAP supply ordering feature to a platform that veterans already use to order hearing aid supplies. “The addition improves how veterans order, manage and efficiently receive health care supplies,” the organization stated in a release. “It’s a notable improvement to the previous CPAP supply ordering process, which was by phone call or...