DME patient retention: resolve the next open task.

Separate the queues before making calls

A missed call, an incomplete request, an order-status question and an inactive account are different kinds of work. Create separate queues so an agent can use the right introduction and identify the question the supplier needs answered. Start from client-approved records and approved contact permissions. Agree on identity checks, contact methods and the number and timing of attempts before outreach begins.

Listen for the barrier behind the callback

After the required checks, ask what the patient needs help with. A patient may be waiting for a status update, have enough supplies, prefer a later callback or need a qualified team member to address an equipment concern. Document what the patient says without converting it into a diagnosis or an assumption about future supply needs. Respect caregiver permissions and communication preferences.

For example, “I have supplies left” should be recorded as a stated barrier with the approved next action. It does not become a shipment request. Route coverage questions, documentation gaps and product concerns to the appropriate supplier team.

Give every open task an owner

Record the queue, contact outcome, patient-stated barrier, requested next step, receiving team and follow-up date in the authorized system. If the patient requests supplies, follow the supplier’s approved request process. The supplier retains coverage review, documentation validation and fulfillment approval. See the medical equipment follow-up workflow for the handoff from a request to the supplier.

Review inactivity without assuming closure

Use separate dispositions for unable to reach, requested pause, changed supplier, declined further contact and proposed deactivation. Nonresponse does not establish that an account should close. Any deactivation recommendation needs the supplier’s authorized review and record-retention process. A patient’s opt-out should enter the approved suppression workflow, rather than simply remaining in an agent’s notes.

Measure resolution separately from activity

Report attempted contacts, authenticated conversations, documented requests, resolved administrative tasks and outstanding handoffs as separate measures. A useful resolution rate needs a defined queue, period and denominator. A completed request is not proof of fulfillment or long-term retention. Inspect aging tasks and recurring barriers alongside the quality scorecard so managers can see where a process needs attention.

Build a team around the actual queue

GoHealth 360 provides DME and PAP resupply call-center support at $12 per administrative agent-hour with a five-agent minimum. Proprietary workflows and call-management solutions are customized to each customer’s requirements. Scope the queue, schedule, access, supplier escalation owners and measures before launch.