Diversification: Improve workflows to scale

Q. What practical steps can DME providers take to reduce administrative strain and improve service delivery for hospice and other B2B long-term care clients? 

A. One of the most impactful steps is implementing a hospice-DME care coordination integrated technology that streamlines intake, order processes and billing. Many providers face bottlenecks during monthly billing cycles due to manual data entry and fragmented communication. By adopting tools that allow referring organizations to view order status, approve high-cost items and access invoices early in the month, providers can eliminate confusion and reduce back-and-forth inquiries. 

When these care coordination systems are connected to both the DME provider’s platform and the referring hospice organization’s EMR, the flow of information becomes seamless, reducing duplicate entry, minimizing errors and accelerating approvals. Intake processes that once took 25-30 minutes per patient order can be reduced to just a couple of minutes, freeing up staff to focus on other organizational tasks. 

Delivery technicians also benefit from real-time access to orders while in the field, allowing them to respond faster and more accurately to patient needs. This increased visibility empowers the entire team—from intake to delivery—to operate more efficiently and collaboratively. 

Hospice-DME care coordination portals are designed to improve transparency and operational coordination, but it's important to distinguish their function from that of benefit managers. They facilitate access to information and streamline processes, whereas benefit managers are responsible for making coverage determinations and managing plan benefits. The portal’s role is supportive—not decision-making. 

Ultimately, these workflow improvements help DME providers scale their services, reduce billing friction and strengthen relationships with institutional clients-laying the foundation for more predictable B2B revenue and long-term sustainability. 

Gabe Buckner is director of partnerships for VirtueRN. Reach him at gabe@virtuern.com.