Today, NSM has an inconsistent process for verifying key client information directly with the client prior to purchasing equipment, which many times leads to order cancellations and unused inventory.
As the first step toward a solution,
effective May 5th, we implemented a client contact process for all clients who have a
Complex Power Wheelchair Order. During this process, we are verifying three key pieces of information PRIOR to purchasing the equipment, including; insurance coverage, home address, and facility status (i.e. hospital, nursing home, hospice care). After we have completed all payer submissions, if we have a mobile phone number on file, we will send an automated text message to the client requesting they provide the needed information. If they don’t respond to the first text message request, we send one reminder text message 24 hours later. If there has been no response from the client using text message, a Funding Specialist will place a call to collect the needed information at the time of Final Funding Approval.
PPQA and Purchasing for Complex Power Chairs will not be completed until we can validate this information with the client. In the event we cannot reach the client, and the client later returns our call, whomever answers the call can validate this information with the client and document it in the work order to prevent delays in the process.
Additionally, we have expanded the use of automation in text messaging clients who have
New Equipment order types of Power Chairs, Manual Wheelchairs, Aids to Daily Living, Custom Seating, and Scooters to verify the same three key pieces of information, including; insurance coverage, home address and facility status (i.e. hospital, nursing home, hospice care). While there will not be a stop today before we purchase equipment for these order types, we will still review the results and take action, and are working toward that step in the future.
How can you help?
To support this effort, please communicate to our clients at evaluation and intake that they will receive text messages from NSM throughout the process and encourage them to respond promptly to prevent any delays. Please ensure to attend upcoming training calls and/or Division meetings to learn more. Attached you will find additional training materials and job aids that walk through this process in detail. We will keep these training materials updated on WNSM for reference. Thank you all for your continued support with this important change.
Here is an example of the process timeline and steps:
Helpful Resources