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ST hudson

Smart Talk

Workflow Optimization: Bid farewell to onerous tasks 

March 13, 2024Wayne Hudson

Q. How can I leverage automation to supercharge my company?  A. HME providers navigate the delicate balance between operational efficiency and delivering top-tier patient care. In an era marked by rapid technological advancement, automation emerges as a game-changer, transforming HME operations and elevating patient outcomes to new heights.  Automation represents a paradigm shift for HME providers, offering a number of advantages that harmonize operations and streamline processes...

NikoHealth, Wayne Hudson, workflow automation


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Ike Isaacson

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Government Relations: Know the mission

March 13, 2024Ike Isaacson

Q. How do I work with legislators that I don’t agree with?  A. Advocate for policy not party! One of my greatest sources of pride in my role is that people really don’t know what “party” I affiliate with. I do have my leanings, and to be sure, I have a core set of beliefs. However, in my role, my focus must be different than in my personal life. To maintain this focus, I have something that I remind myself of any time that my personal and professional role meander...

Government relations, Ike Isaacson, VGM Government Relations


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Judi Knott

Smart Talk

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...

Board of Certification/Accreditation (BOC), Customer Service, Judi Knott


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Noel Neil

Smart Talk

Reimbursement: Understand new flexibility

March 13, 2024Noel Neil

Q. Can I apply the same new guidance for PAP masks to other accessories?  A. In February 2024, the DME MACs published a Dear Physician Letter (DPL) clarifying Medicare’s stance of masks for PAP and RAD devices. The DPL specifically addressed the PAP and RAD device masks, but does the same flexibility apply to other accessories such as tubing, cushions or pillows?   The letter indicates:  In order to promote patient adherence to PAP or RAD therapy, the treating practitioner...

ACU-Serve, Noel Neil, Reimbursement


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Wayne Hudson

Smart Talk

Workflow optimization: Embrace the right tech

February 7, 2024Wayne Hudson

Q. How can DME companies streamline fragmented processes?  A. In the dynamic world of DME businesses, fragmented processes hinder seamless operations. Juggling orders, inventory, billing and patient services can be overwhelming. The remedy? Embrace a holistic approach to business operations by leveraging technology solutions that consolidate repetitive tasks and simplify operations.  The notion of the supposedly prohibitive costs and risks of adopting new technology is easily balanced...

NikoHealth, Wayne Hudson, workflow automation


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Ike Isaacson

Smart Talk

Government relations: Be knowledgeable, be specific

February 7, 2024Ike Isaacson

Q. I’m new to the advocacy game. How can I get started?  A. If you have never engaged your legislator, it can feel intimidating, but it doesn’t have to be. Effective communication with legislators is easy and essential for any advocacy success. Here are some tips to help you communicate effectively with legislators:   Be specific: Be specific about the issue you are advocating for. Provide clear and concise information about the issue and why it is important.   Ask...

Government relations, Ike Isaacson, VGM & Associates


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Judi Knott

Smart Talk

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...

Board of Certification/Accreditation (BOC), Customer Service, Judi Knott


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Noel Neil

Smart Talk

Reimbursement: Document qualifying test result 

February 7, 2024Noel Neil

Q. What do I need to document in the medical record to meet current oxygen policy requirements?   A. The current oxygen policy requires the practitioner to order and evaluate the results of a qualifying blood gas study performed at the time of need. I believe this requirement stems from the national coverage determination (NCD) but Medicare confirmed that the practitioner does not necessarily have to document that “I personally reviewed the qualify test result.”   However,...

ACU-Serve, Noel Neil, Reimbursement


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Wayne Hudson

Smart Talk

Workflow Optimization: Create digital dream team

January 16, 2024Wayne Hudson

Q. How can HME companies reduce employee turnover?  A. Addressing employee turnover is a pivotal challenge in the dynamic HME landscape. Modern, user-friendly business process automation software offers a strategic remedy, focusing on efficiency and employee satisfaction.  The emphasis on user-friendly interfaces and customization options is crucial for empowering frontline staff. Modern software creates a positive employee experience by providing intuitive tools, allowing your team...

NikoHealth, Wayne Hudson, workflow


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Ike Isaacson

Smart Talk

Government relations: Stay engaged

January 16, 2024Ike Isaacson

Q. What government topics should we be focusing on in 2024?  A. There are several “big ticket” topics to track this year and, of course, there will be more that pop up at the federal level, as well as state-by-state challenges and opportunities. Here are some of the key topics and what to expect.  Medicare coverage for lymphedema compression treatment items: Starting Jan. 1, 2024, Medicare will pay for lymphedema compression treatment items, like compression garments and...

Ike Isaacson, VGM Government Relations


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