Identify what is missing
Start with a supplier-approved queue and a clear reason for contact. The task may be an incomplete administrative field, a requested callback or an order-status question. Define which information may be collected and where it is documented. Do not ask an agent to infer a prescription, clinical need or payer approval from an incomplete record.
Confirm patient choice without assuming a reorder
For supply follow-up, use the approved process to document current need and any affirmative request. A past shipment, contact attempt or calendar reminder is not enough to establish another order. Record pauses, changed preferences and opt-outs as actual outcomes rather than treating them as failed sales conversations.
Route questions to the authorized owner
Equipment-setting questions, safety concerns, product suitability and coverage issues need the designated qualified team. Use confirmed supplier information for status and scheduling. Avoid promising that an item is available, free, covered or on its way before the responsible staff have confirmed it.
Track the handoff through its next state
Record the request, the receiving team and the next administrative action. Monitor open items and supplier acknowledgment under the agreed schedule. Report patient requests separately from approved orders and completed deliveries. This makes the service easier to evaluate without counting the same request as several conversions.
Common questions
Can an outreach agent approve the supply order?
Not by default. The supplier’s authorized workflow controls approval, documentation and fulfillment.
What should an equipment callback resolve?
It should establish an accurate administrative next step or a documented handoff—not replace clinical or payer decisions.
About this resource
Prepared by GoHealth 360. Operational framework updated October 27, 2026. Adapt the framework to your organization’s approved roles, systems and service requirements.
Editorial standards ↗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.