Resupply requests with a clear handoff
Work supplier-approved patient lists, verify identity and document current needs and affirmative requests. A replacement calendar alone does not establish a patient’s need or authorize a shipment.
Retain the patient relationship
Return missed calls, follow up on incomplete requests and route mask concerns or equipment questions to the supplier’s qualified team. Record preferred contact methods and opt-outs.
Review inactive accounts responsibly
Distinguish a pause request, transfer, unreachable status and proposed closure. Document the reason and route deactivation recommendations for supplier approval. Do not delete patient records or infer closure from nonresponse alone.
Common questions
Can your agents change PAP settings?
No. Clinical and device-setting questions go to the supplier’s qualified clinical team.
Is Medicare coverage guaranteed?
No. The supplier and payer must determine whether the item, patient, documentation and other coverage conditions meet applicable requirements.
Put the workflow into practice
DME patient retention: resolve the next open task. A DME patient-retention workflow for callbacks, resupply barriers, contact preferences and supplier-approved inactive-account review.