Service and repair: How do providers ‘get back in the game’?

BRENTWOOD, Tenn. – Numotion’s Tim Casey believes a mix of administrative and reimbursement relief, as well as provider improvements, would go a long way to “turn the tide” on access issues for wheelchair service and repair. 

“I think, one, you can eliminate a good chunk of the administrative burden,” said Casey, general counsel for Numotion. “We should get rid of the requirement that there needs to be a script and a prior authorization for a repair. Or eliminate the prior authorization for repairs under a reasonable amount. That would literally take days, weeks out of the process.”  

Casey was a recent guest on the HME News in 10 podcast to talk about how to address access issues for wheelchair service and repair. 

Wheelchair service and repair is not only an administrative burden but also a financial burden, Casey says, as the current reimbursement structure doesn’t reflect everything that’s involved. 

“Providers don’t get reimbursed for what they do,” he said. “(It) means a skilled service tech is spending time on the road to get places. They’re spending fuel. There’s wear and tear on the vehicle. And they’re not doing repairs while they’re driving. It’s costing providers significant money.” 

Casey feels strongly that there are also things providers can do to address access issues for wheelchair service and repair. Numotion has invested significantly, he says, in making sure that its facilities are set up to accommodate and encourage in-store repair and service and that its techs are properly trained to perform quick and safe work. It has also invested in routing technology that has helped the company complete almost 10% more appointments per day. 

“Companies like Numotion have been really thinking about and focusing on what changes we can make to improve our customer service,” he said. “That’s what we want; that’s good business. We want our customers to be on the move and happy and safe.” 

With strides in these areas, especially in reimbursement, Casey believes more providers will start offering service and repair again, which will also increase access. 

“We hope we see reimbursement catching up so more of the smaller local or regional providers can provide service and repair to their customers, so we don’t have these long wait times,” he said. “When we see reimbursement catch up, we’ll see providers get back in the service and repair game.” 

A provider responds 

“As a CRT provider for over 40 years, there are a few comments I would like to make,” said Doug Crana, ATP/CRTS, CEO and president, Consolidated Medical. Tim's responses were spot on to all questions, but with all due respect, he missed the most important component and that is ‘communication.’ I have learned that, whether big or small, for any service-related business, communication is the first step to a successful business. I can imagine the infrastructure/costs Numotion must have to deal with repairs. Any changes to reimbursement is going to take time. I like to be optimistic but there are no immediate answers. Smaller providers like us are more nimble and able to service our customer base quickly and efficiently. It all starts with communicating. It is my opinion that many negative reviews can be avoided with proper communication and follow-up. There have been many times that I had to speak to the customer directly to reassure them that we understand the situation and will be addressed in a timely fashion.” 

Related: Listen to the HME News in 10 podcast with Tim Casey.