NSM's Revenue Cycle has been focused on enhancements and opportunities to improve client outcomes with missing rent to purchase letter reminders, credit policy revisions, and enhancements to our client responsibility process.

Missing Rent to Purchase Letters Reminders
In 2024 we delivered over 400 orders without the required Rent to Purchase Letter completion at the time of delivery. Today, missing Rent to Purchase letters currently accounts for $680K of unbilled revenue.  For the complex equipment we provide and the progressive nature of our client’s diagnosis, this presented a financial risk and/or delay of claims of just under $8M in revenue year-to-date.  Here are a few reminders we can share with our teams to help support our efforts to ensure our clients that enter a facility post delivery can keep their chair, reduce bad debt risk, and help to improve collection rates:  

1. Select the proper order type when working with Complex Wheelchairs. If the correct order type is not selected, the documentation requirements displayed will be incorrect.
2. For Medicare Complex Power Wheelchair orders, attempt to have the letter completed at the time of evaluation in place of delivery.
3. Review notes on the Delivery Checklist thoroughly to ensure all required documentation has been completed before finalizing delivery.

 
Credit Policy Revision Underway
In review of NSM’s current Credit Policy, we have identified necessary updates to better reflect current process and procedures that have changed over time. We are currently in the process of collaborating with key stakeholders to ensure the appropriate updates are made. Please be on the lookout for the updated policy to be published soon!
 

Client Responsibility Process Enhancements
Based on feedback from our clients and teammates, we are in the process of creating system enhancements that will help support improved communication and collection of Client Responsibility. These enhancements are expected to tentatively launch in the next 60 days. Be on the lookout for an update closer to our go live date!  Here are a few highlights of what we expect this enhancement to include:

• Separates our current process for Client Responsibility into two very clear steps: Communication and Collection
• Creates automation requiring both client communication and client responsibility collection when MA identifies there is an estimated client balance due.
• Moves all information related to Client Responsibility for an order from the individual Payer tab to the Summary Screen where all other information regarding Client Responsibility is housed today.