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Sue Chen

Smart Talk

Retail: Make marketing your mission

April 6, 2021Sue Chen

Q. Now that members of my local community are getting vaccinated for COVID-19, what are ways we can best market our products and services to encourage people to shop and spend in our stores? A. Marketing is the vehicle and primary communication tool to drive your retail sales. Therefore, without a marketing plan, you won’t have a strong sales strategy. In an era when consumers are bombarded with marketing and advertising just about everywhere they look and hear, the appeal, purpose and authenticity...

HME retail, Home Medical Equipment, Nova Medical Products, Sue Chen


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Dan Meyer

Smart Talk

Technology: Take 360-degree view

April 6, 2021Mark Ludwig

Q. How can providers take advantage of changing patient pathways through new technology and partnerships? A. Over the last few months, I focused on the value of Software as a Service (SaaS) tools and how effective they could be in maximizing outreach to patients, closing the patient-to-physician communication gap, increasing efficiency and improving patient outcomes. I will continue with that thinking but I thought I would start with an anecdote related to the Oculus Quest. I visited a friend...

Bonafide Medical Group, interoperability, Mark Ludwig


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Dan Meyer

Smart Talk

Repairs: Think differently about post-rental repairs

April 6, 2021Dan Meyer

Q. How can I best help patients who need repairs after the capped-rental period has ended? A. Finding help with repairs after the capped-rental period is a frequent frustration for patients. Maybe they bought their device online and don’t know where to turn. Or perhaps their dealer has gone out of business, or they can’t get help from their original provider. It’s equally frustrating for HME dealers who want to help patients who need repairs but must expend unreimbursed time...

Dan Meyer, home respiratory equipment, Repair Authority


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Todd Usher

Smart Talk

Outsourcing: Barge right in

April 6, 2021Todd Usher

Q. What cost savings does a remote work force offer? A. As we decide how to best handle employees in a post-pandemic world, working from home poses more questions about how to best utilize current staffing. Consider the cost of working from home. Did you supply the PC/scanner/printer? Invest in remote time monitoring or IT infrastructure? Productivity software? What about trust? When I look at job openings online and find every DME around me is hiring for positions that can be filled by remote...

Home Medical Equipment, outsourcing, Tactical Back Office, Todd Usher


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Retail Opportunity: Shift from selling to empowering 

Smart Talk

Retail Opportunity: Shift from selling to empowering 

March 10, 2021Sue Chen

Q. My staff is afraid of “selling” to our customers. How do I get them over the stigma of selling HME products?  A. The answer is simple, because we are not “selling” anything - we are empowering. As HME retailers, our mission is my “Golden Rule of HME Retail”: empower every customer with engagement and education.  This rule is also what customers want. In fact, 97% of consumers...

HME retail, Nova Medical Products, Sue Chen


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mark Ludwig

Smart Talk

Technology: Make integration a reality 

March 10, 2021Mark Ludwig

Q. How can providers take advantage of changing patient pathways through new technology and partnerships?   A. Last month, I focused on the value of Software as a Service (SaaS) tools and how effective they could be in maximizing outreach to patients, closing the patient to physician communication gap, helping generate profitable growth and improving patient outcomes.  I thought I would build on that and dig deeper into technology enabled...

Bonafide Medical Group, Mark Ludwig, technology


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Dan Meyer

Smart Talk

Repairs: Reduce hassles 

March 10, 2021Dan Meyer

Q. How can I reduce the hassle of CPAP repairs after a unit becomes patient-owned?  A. With a short capped-rental period and an often-long course of therapy, repair of patient-owned CPAP devices is a frequent frustration for HME dealers. In the past, manufacturers regularly replaced warranty CPAPs instead of repairing them, but in today’s climate the practice is becoming less common. Here’s some advice for handling repairs...

Dan Meyer, equipment repairs, Repair Authority


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Todd Usher

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Outsourcing: Beat back turnover

March 10, 2021Todd Usher

Q. How do I stop the revolving door of employees?  A. An HME business has many things to worry about and turnover is one of them. A recent search online indicates the turnover rate is as high as 60% for medical assistants in health care. I would agree with this percentage, as we have experienced the same.   That’s until we started hiring remote personnel five years ago and excessive turnover...

outsourcing, Tactical Back Office, Todd Usher


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Sue Chen

Smart Talk

Retail opportunity: Open your website front door

February 10, 2021Sue Chen

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...

HME retail, Home Medical Equipment, Nova Medical Products, Sue Chen


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Mark Ludwig

Smart Talk

Technology: Help or hindrance?

February 10, 2021Mark Ludwig

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...

Bonafide Medical Group, Home Medical Equipment, Mark Ludwig


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