Smart Talk

Q. My website really needs an overhaul, but it feels overwhelming. What do I need to focus on to make my website work for my retail HME store?  A. Your website is the front door of your business. Most of your potential and existing customers will go to your website to learn about your business, connect with you and find your location. Just as someone forms an opinion about your store from the physical appearance and how they are greeted and treated when they come in, the...

Q. How can providers take advantage of technology to optimize patient outreach, resupply and outcomes?   A. Many companies moved to Software as a Service (SaaS) years ago and for good reason. SaaS is accessible anywhere and anytime to a broad spectrum of collaborators.  Obviously, companies that converted their operating infrastructure to SaaS have been at a distinct advantage during the COVID-19 crisis. Their employees can work remotely...

Q. How has COVID-19 impacted my oxygen concentrator repair needs?   A. Providers are running out of concentrators and having a tough time getting more. In a recent HME Newspoll, 86% of respondents reported equipment shortages, saying they’re waiting up to 12 weeks for new units, turning away patients or even risking future surplus by overordering.  Not surprisingly, they’re also...

Q. How can I scale my personnel needs?  A. Signing a new contract or being awarded a new payer can leave you waiting for customers or inundate you with new business. In the case of the latter, you can go through the arduous process of hiring, farm-out to a service or onboard remote personnel.    Hiring takes time, careful consideration, and choosing the right people and capital with no guarantee of return, especially in the current environment where...

Q. As an HME retail store, what are the three most important things I need to do in this COVID retail reality? A. No retailer could have planned for 2020. It was crazy and unprecedented. When stay-at-home and lockdown orders rolled out in March and April, the HME industry, including retailers and providers, were deemed essential businesses and able to stay open. Even so, there were limitations that required continuous shifting and pivoting to keep the HME store open, surviving and thriving.  Here...

Q. How can providers use technology to provide more services and, ultimately, more revenue? A. Surviving the turbulence of COVID-19 makes thinking about new software and integration strategies impossible for even the most strategic and successful DME operators. It is in these challenging times, however, that we have to count on technology focused innovators and problem solvers to help DME operators improve operating efficiencies and find new sources of revenue. Fortunately, great work is being...

Q. What are the pros and cons of outsourcing my respiratory equipment repair versus doing it in-house? A. When that invoice arrives from your equipment repair center, it’s understandable to ask yourself: “Should we keep outsourcing repairs or fix our equipment in-house?” That’s a business decision that dealers must make for their unique circumstances, but here are some factors to consider. Diversity of your fleet If you are a full-service respiratory provider, the...

Q. Why don’t I just “farm it out”? A. Intake and billing are critical functions that directly affect cash flow and your reputation as a provider. These functions are vital to your success. When these functions are “farmed out,” you have little to no control over who is working your accounts, and what kind of in-depth knowledge and dedication they have. Assigned to your account is a “point person" who, in our experience, does not know what team member...

Q. How well is my CPAP compliance and resupply program performing compared to other HME providers? A. Perhaps one of the more useful statements pertaining to business excellence is, "If it can't be measured, it can't be managed." Applying this to key aspects of our businesses is critical if growth and improvement objectives are going to be achieved. If a business goal or objective is to become a leader in CPAP compliance and resupply, it is essential to know the industry benchmarks to...

Q. How do I combat burnout and stay motivated in my position after experiencing the challenges of 2020?  A. During stressful and uncertain times, burnout in the workplace hits an all-time high. Understanding burnout and steps to move through it is key to improving your motivation. First let’s identify some common signs of burnout: reduced efficiency and energy; increased errors and frustration; suspiciousness; fatigue and headaches; more time spent working with less being accomplished.  Moving...