HME Business – NOVEMBER 2023

NOVEMBER 2023 hme-business.com

ALSO INSIDE

New Product of the Year Award Winners Industry Leaders Speak Out

editor’s note

3 Words for 2024

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Education: Certifications and credentialing — of businesses as well as individual employees — confirms competence and knowledge, and can inspire confidence in customers. Educational investments can also set a business apart from competitors.

Efficiencies: As labor shortages continue, HME providers are being challenged to streamline their work processes, from order taking to processing to documentation, delivery, and resupply. It’s easy to predict that businesses that excel at attention to detail, organization, and accuracy have an edge over those that don’t.

Empowerment: Whether it’s employees being encouraged to pursue an HME career path or patients being encouraged to take greater control of their healthcare regimens, I can see a more collaborative industry spirit. Gone are the days of one-way orders being issued from boss to worker, or physician to patient. The good news is that when we are more engaged in plans or strategies, we see better outcomes.

And that benefits everyone.

What are your three words for 2024? Send them to me at lwatanabe@ wtwhmedia.com, and I’ll include them in a future story. Happy new year! HMEB

CO-FOUNDER & CEO, WTWH MEDIA

Scott McCafferty

EDITORIAL EVP OF HEALTHCARE

George Yedinak

MANAGING EDITORS

Bob Holly Tim Mullaney

EDITOR Laurie Watanabe lwatanabe@wtwhmedia.com ART VP, CREATIVE DIRECTOR Matt Claney mclaney@wtwhmedia.com GRAPHIC DESIGNER

SALES VP OF SALES

Sean Donohue

HME Business (ISSN 1940-6479) is published 4 times a year, March/April, May/June, July/August, and October/November,

by WTWH Media, LLC., 1111 Superior Avenue, 26th Floor, Cleveland, OH 44114. © Copyright 2023 by WTWH Media, LLC. All rights reserved.

Reproductions in whole or part prohibited except by written permission. Mail requests to “Permissions Editor,” c/o HME Business, 1111 Superior Avenue, 26th Floor, Cleveland, OH 44114.

The information in this magazine has not undergone any formal testing by WTWH Media, LLC, and is distributed without any warranty expressed or implied. Implementation or use of any information contained herein is the reader’s sole responsibility.

While the information has been reviewed for accuracy, there is no guarantee that the same or similar results may be achieved in all environments. Technical inaccuracies may result from printing errors and/or new developments in the industry.

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Reprints: For more information, please contact Laurie Watanabe, lwatanabe@wtwhmedia.com.

2011 - 2020

Laurie Watanabe, Editor lwatanabe@wtwhmedia.com @CRTeditor

Shannon Pipik spipik@wtwhmedia.com

2013 - 2017, 2021

THREE WORDS: ISTOCKPHOTO/VIKTOR GI

t’s the time of year to take stock: to look back over 2023, take lessons from it, and to plan for what’s coming next. Depending on what kind of year it’s been, that look forward could be full of trepidation, or full of excited anticipation.

All of which makes this the ideal time for our Insights issue.

Kicking off this issue is our official presentation of the HME Business 2023 New Product of the Year Awards (page 5). Given how tough the last few pandemic-marked years have been on the global supply chain, it was heartening and inspiring to see manufacturers and service providers still creating, improving, and innovating. Take inspiration from these pages… and I hope you’ll take away some ideas for new products and services you’ll want to order or try out for the new year.

Then we reached out to a number of HME industry leaders (page 13) and asked what’s on their minds as we look forward to 2024.

We asked what topics they’ll be thinking about in the new year, and what memories they’ll take away from 2023.

We asked what technology or service category we’ll be talking about next year, and we also asked them to sum up their industry outlook in three words. Yes. Three.

Based on what they and other leaders have said, here are three words that come to my mind about the industry in 2024: •

October/November 2023

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2023 INDUSTRY INNOVATORS

BRIGHTREE

Optimizing Business Performance to Deliver Better Health Outcomes

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n today’s healthcare landscape, home medical equipment (HME) providers are faced with many challenges, including inflationary costs, labor shortages and reimbursement pressures that can ultimately impact patient outcomes.

Brightree is here to help. In fact, Brightree’s award-winning Business Management Software solution is the No. 1 choice of providers, serving thousands of HME, pharmacy and home infusion businesses across the globe. Brightree’s intuitive cloud-based platform and patientfocused approach is proven to optimize business performance and deliver better health outcomes.

Industry-Preferred Solutions Thousands out-of-hospital care organizations rely on Brightree’s industryleading integrated technology to provide seamless digital experiences and end-to-end connected care. Brightree’s scalable solutions work to mitigate common challenges that pertain to reimbursements, interoperability, and compliance, leading to long-term business success.

Customers report that daily operations are more efficient — and more rewarding — with Brightree, thanks to a single system that automates manual processes, manages data-sharing complexities, and helps mitigate errors. Regardless of whether the organization is big or small, Brightree provides scalable, cloud-based software as a service (SaaS) solution and services that support resupply, contactless mobile delivery, advanced analytics, revenue cycle management and patient collections.

Award-Winning Technology Brightree Digital Experience (Brightree DX) is a multi-award-winning patient engagement platform purpose built to enhance digital communication and care collaboration among patients, providers, and caretakers. In addition to providing end-to-end connected care, Brightree’s latest innovation works to boost backoffice efficiencies, strengthen provider productivity, and improve patient outcomes.

Featuring intuitive technology such as automated text, plus electronic forms and signature capabilities that are designed to be HIPAA-compliant, Brightree Digital Experience has set a new standard for realtime personalized care.

“We were sometimes struggling to gather information necessary to bring patients onto service after 45 days of phone calls and letters that went unanswered,” said Chuck Wiltgen, Operations Specialist, Reliable Medical. “With Brightree DX, patients often respond to our automated text messages in as little as 10 minutes. It’s been great for our patients and saves a ton of time for our staff.”

multiple outreaches via automated, cloudbased technology, which can improve patient and care and profitability, exponentially.

By utilizing Brightree’s ReSupply solution, businesses can significantly reduce manual processes surrounding resupply, including scheduling document retrievals and signoffs, identifying and remedying at-risk populations, upholding compliance requirements.

With Brightree’s cohesive low-touch approach, providers can expect to gain access to a robust analytics tool, allowing them to measure outcomes, track performance through KPIs, and identify areas of missed opportunities. Expanding far beyond CPAP supply ordering to include the multiple disease states spanning diabetic, urology, wound management, infant feeding and more, businesses can maximize pre-orders and secure fulfillment more quickly and accurately than ever before.

Boosting efficiencies can lead to referral satisfaction across the care continuum by building trust with physicians who feel confident their patients’ resupply outcomes are achieved. HMEB

Driving Innovation For post-acute care organizations, resupply can be a complex process — even more so when managing patients with multiple lines of therapy. Brightree ReSupply is an industryleading innovation providing single source data capabilities to support frictionless workflows and business optimization for a seamless patient experience.

Multitherapy was designed to consolidate patient orders and reduce

BRIGHTREE 125 Technology Parkway Peachtree Corners, GA 30092 (833) 916-1554 brightree.com

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technology & innovation

The 2023 HME Business New Product Award Winners Take Innovation to New Heights

By Laurie Watanabe

EXPLODING LIGHTBULB: ISTOCKPHOTO/ALES_UTOVKO

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mprovement is a constant and necessary part in a technology-based industry such as home medical equipment. But while incremental upgrades are common, occasionally the improvements are truly noteworthy and raise a product or service to a whole new level.

The annual goals of the HME Business New Product Awards program are to identify and celebrate these innovations. Some of these products are being honored because of how they improve outcomes for patients or their caregivers.

Others products were named winners because of how they improve HME supplier workflow — how they improve accuracy or efficiency, how they streamline what can be very laborious processes, how they help suppliers to provide the very best customer service.

Our congratulations to these companies making a daily difference to home medical equipment professionals, as well as to patients, caregivers, referral partners, clinicians, and funding sources… often, all at the same time. — Editor

Sleep: Smart Technology

MaskFit AR

MaskFit AR’s technology uses artificial intelligence (AI) and machine learning to determine the bestfitting PAP mask, one patient at a time.

MaskFit is built to improve clinical outcomes while delivering measurable cost reduction, inventory efficiencies, and increased referral and customer satisfaction. MaskFit AR focuses heavily on accuracy, performing remote or in-person facial measurements in less than 0.1-mm segments, and also measures nostrils for nasal pillow size.

While MaskFit AR is unbiased to brand and includes all brands and styles, no images are ever taken or stored, which preserves the highest levels of privacy and security. MaskFit AR is designed to give patients the best fit while saving time and resources for participating companies.

AR Medical Technologies LLC (360) 921-6480 www.MaskFitAR.com

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technology & innovation

new product inspired: awards Respiratory: Portable Equipment

Seating & Positioning

Staying true to its mission of reinventing oxygen therapy with innovative technology, Belluscura has developed the DISCOV-R Portable Oxygen Concentrator. An Airgonomical design with patented ModulAir technology produces more oxygen by weight than any other portable oxygen concentrator (POC) in its class.

This CPAP-compatible, compact POC has eight pulse flow oxygen settings and four continuous flow settings delivering up to 2LPM while weighing only 6.5 lbs.

With Belluscura’s patented technology, users can easily maintain their devices themselves and no longer have to ship them back to the factory for maintenance. Bluetooth-capable, the DISCOV-R can be connected to the consumer’s mobile device through Belluscura’s Nomad Biometrics app. Patients will be able to track their breath rate, oxygen usage (hours used), pulse volume, battery life, and alarm history.

The TRU-Balance 4 Power Positioning System provides a choice of 10°, 20°, or 30° of power anterior tilt. Other features include up to eight customizable memory seating positions and an articulating foot platform that lowers to assist with transfers.

TRU-Balance 4 requires the selection of iLevel power adjustable seat height, power anterior tilt, power posterior tilt, power recline, and a power articulating foot platform.

Anterior tilt is a power seating function that changes the angle of the power wheelchair seat, so the rear aspect of the seat is higher than the front. This facilitates an anterior pelvic position, placing the consumer in a partial weight-bearing stance.

DISCOV-R

Belluscura LLC (214) 396-6082 https://xploroxygen.com/product/discov-r/ Urology Supplies

Cure Ultra Plus

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The Cure Ultra line of pre-lubricated, ready-to-use catheters has expanded to include an 8" length for women — the Cure Ultra Plus. The Cure Ultra Plus offers women many benefits: Comfort: Smooth, fire-polished eyelets are designed for comfort and to help reduce irritation that can lead to infection.

Discreet portability: The flexible, attractive packaging and kink-resistant catheter provide discreet portability, even in small spaces.

Confident use: The unique, ergonomic funnel shape offers a “No Roll” benefit and helps enable controlled handling.

Ready to use: A CoverAll feature provides even distribution of gel lubricant over the catheter as it is removed from the package for fast, convenient use.

Green-friendly: Use of minimal product and packaging material means less waste and a more eco-conscious choice compared to many other options.

Convatec (800) 422-8811 https://curemedical.com/cure-catheters/cure-ultra/

TRU-Balance 4 Power Positioning System

Quantum Rehab (800) 800-8586 www.quantumrehab.com Mobility: Power Wheelchairs

Jazzy Carbon

The Jazzy Carbon is designed to be the ultimate travel companion. It uses ultra-lightweight, but exceptionally strong carbon fiber technology for its frame and a lightweight, reliable lithium-ion battery.

Weighing just 43.6 lbs., it folds down in just a few quick motions, which makes it easier to transport in cars, planes, and trains. Boasting a 300-lb. weight capacity, the Jazzy Carbon has tall, terrain-dominating wheels and a front-end suspension system.

And because it’s powered by an airline-compliant lithium-ion battery, this electric wheelchair can accompany eager travelers on their getaways. Foldable, durable, and compact, the Carbon is Pride’s most portable Jazzy yet.

Pride Mobility (800) 800-8586 www.pridemobility.com

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2023 INDUSTRY INNOVATORS

THE COMPLIANCE TEAM

Be Exemplary with The Compliance Team

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ince 1994, The Compliance Team, a nationally recognized accreditation organization (AO), has been delivering accreditation solutions to healthcare entities nationwide.

Our comprehensive, simplified standards are built on our founder’s strongly held beliefs that every patient deserves exemplary care and that accreditation should not be costly or difficult to attain.

Our Exemplary Provider programs embody what matters most to your patients, SafetyHonesty-Caring.

The First Accreditation Organization to Simplify the Standards We simplified the standards years before the Medicare Modernization Act of 2003 mandated accreditation for DMEPOS providers. Without compromising quality, we reduced the standards to just 29 pages, reorganizing them to be operations-based and product-line specific, saving providers time and money.

The Compliance Team Advantage The Compliance Team’s DMEPOS program includes all the tools you need to achieve and maintain accreditation status.

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One-on-one expert advisors guide you through the accreditation process.

Policy and procedure templates help you develop necessary administrative documents.

Self-assessment checklists help you gauge your progress in attaining and retaining accreditation status.

Live and recorded webinars make the accreditation process flow more smoothly.

Access to our patient satisfaction portal enables you to benchmark your services against thousands of others.

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A 3-year payment schedule (with no additional fees) helps manage your cash flow.

Exemplary Provider status upon successful completion of our program assures your patients and payers of your validated quality.

What It Means to be an Exemplary Provider Your patients may not know what accreditation means, but everyone knows what exemplary means.

The Compliance Team (TCT) is the only accreditation organization that offers the exclusive Exemplary Provider brand of accreditation and certification. Where other AOs may offer an ordinary seal of approval, we distinguish you as the exemplary healthcare provider you are.

CMS-Approved DMEPOS (Includes Community Pharmacy) The Compliance Team has accredited many first-time DMEPOS providers, and most of them are still with us today. Exemplary Providers value our distinctive approach to accreditation and are not shy about letting us know.

“Obtaining Exemplary Provider accredited status from The Compliance Team is one of the best decisions we ever made.”

— Stephen Ackerman, CEO, Spectrum Medical, Inc., DMEPOS provider.

Since many pharmacies offer DMEPOS products and services, we bundle our Community Pharmacy and DMEPOS programs, at no additional cost. Community Pharmacy recognizes pharmacies for their exemplary services beyond DMEPOS. Forward-Thinking Programs to Meet Market Demand Our propriety Patient-Centered Respiratory Home (PCRH) Accreditation program is a high-level accreditation program that addresses value-based care in the DMEPOS market. PCRH is structured to help respiratory care professionals perform at the top of their licenses and help clinical respiratory providers more effectively coordinate care for and engage with their chronic care patients.

Our DMEPOS Retailer Certification program was designed specifically for those retailers that are not billing Medicare or other insurance companies and not required to attain DMEPOS accreditation. The program helps standardize quality processes and services at the DMEPOS location, including the operational flow of DMEPOS products, ensuring patient and staff safety and greater overall satisfaction with the process.

Choose to be exemplary! HMEB The Compliance Team (215) 654-9110 www.TheComplianceTeam.org

“We chose The Compliance Team because they are forward thinking in their approach to patient care.” — Jessica Strobl, PharmD and VP of Professional Services at Lewis Family Drug, Community Pharmacy/DMEPOS.

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technology & innovation

new product inspired: awards Mobility: Scooters

Baja Bandit

The Baja Bandit is especially engineered for outdoor durability.

This mobility scooter boasts an impressive 4.5" ground clearance, a top speed of 8 mph, and full suspension. It’s rugged, fast, and offers a smooth ride for any adventurer.

Powered by an upgradeable dual lithium-ion battery configuration, riders can cruise up to 29 miles on a single charge. And a full LED lighting package for maximum visibility ensures their outdoor excursions can last well into the night. Additional features include a 400-lb. weight capacity, a full bumper package, a supplemental hand brake for additional stopping power, and feather-touch disassembly for convenient storage. The Baja Bandit is a bold step forward for Pride Mobility and the Baja Mobility lineup.

Pride Mobility (800) 800-8586 www.bajamobility.com

Bath Safety

ShowerGlyde

ShowerGlyde is designed for individuals experiencing difficulty getting into and out of a tub or shower. Three models are available depending on the layout of the consumer’s bathroom.

Multiple seat options, a seat belt, and a grab gar are included with every model. Consumers can choose from three different models designed to fit different environments.

SolutionBased Inc. (213) 445-1403 https://solutionbased.com/pages/showerglyde

Retail

Sleep: Resupply Items & Sleep-Related Products

The VivaLift! Ultra power lift recliner offers a superior, restorative relaxation experience. It has three different heating pads in the shoulders, lumbar, and seat. An air bladder massage system applies gentle pressure to the lower back, with three intensity settings.

The addition of VivaLift! Tilt takes comfort to the next level.

VivaLift! Ultra pivots from the rear of the chair, elevating the front of the seat, similar to a rocking chair. This innovative design provides a comfortable zero-gravity experience, reclining the body with the legs above the heart level, distributing weight and pressure evenly along the body.

The Ultra features a power headrest, power backrest, and power lumbar for maximum support. Convenience features such as a hideaway cup holder and wireless charging station are familiar favorites that help complete the user experience. It also features a lithium battery backup that ensures the recliner is operational when the power goes out, and the upward lift offers convenient stand assist for getting in and out of the recliner.

Multi-Therapy Resupply through Brightree automates resupply workflows for multi-therapy patients to drive business efficiencies, provide delightful patient experiences, and boost providers’ bottom lines. From qualifying resupply eligibility to contacting patients by their preferred modality and ultimately creating orders for fulfillment, Brightree Connect is the secret to frictionless resupply for patients with multiple diagnoses and resupply therapies. This system can:

VivaLift! Ultra

Pride Mobility (800) 800-8586 www.pridemobility.com

Multi-Therapy Resupply

• Automate resupply processes for patients with any combination of these nine therapies: sleep, incontinence, diabetic, enteral, ostomy, urology, tracheotomy, laryngectomy, and infant feeding.

• Avoid therapy disruption by delivering the right supplies to the right patients at the right time.

• Ensure every patient qualifies for supply orders and obtain the documentation required for maximum reimbursement.

• Reduce the cost to serve each patient by optimizing each order with all supplies on one delivery with minimal manual overhead.

Brightree (888) 598-7797 www.brightree.com

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THE NUMBERS DON’T LIE. Transform every facet of your operations into a measurable, improvable force of success. TBO doesn’t just meet industry benchmarks—we elevate them.

Real examples of current client score cards using TBO team members.

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Low Turnover, High Retention:

Exceptional Payment Ratio:

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A stellar 92% collection ratio sharply cuts losses and pumps up profits.

DAYS DAYS

Our advanced training slashes turnover and locks in loyalty.

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Minimal Denial Rates: Our denial rate are an impressively low 3% ensuring smooth revenue flow.

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Efficient A/R management by our team delivers a solid boost to your cash flow and your financial health.

Our meticulous approach and training programs maintain a 0% held sales statistic for years.

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Gross Profit Margins

Implementing well trained staff enhances efficiency and drives revenue.

Metrics are the language of progress in business, and our metrics tell a story of unwavering commitment to excellence. By leveraging TBO’s strategic staffing solutions, your business will not only meet these metrics but also have at its core a team that’s experienced in fostering such a positive work environment.

Revolutionize your hiring process with the most reliable HME staff.

Join us and watch your business goals evolve from targets to measurable triumphs.

TacticalBackOffice.com (800) 558-7501

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technology & innovation

new product inspired: awards Recommended candidates possess exceptional education and experience in the healthcare industry, fluent English communication skills, and flexible availability to meet business needs. TBO’s comprehensive training process exceeds industry standards, with all associated costs borne by the agency, eliminating risk for clients. This milestone service underscores Tactical Back Office’s commitment to providing a personalized approach to matching the right people with the right positions while reducing turnover and increasing retention rates.

Access: Home

VPL400-X

Harmar’s VPL family has gotten a little bigger with the addition of its newest Highlander II, the VPL400-X. The VPL400-X is an excellent choice for consumers looking for a sturdy, yet simple lift and low-cost garage, porch, or mobile home installation.

While the VPL400-X is designed to lift users and their mobility device up to 53", it’s packed with the same power and 750-lb. weight capacity offered by the VPL400. Users will also enjoy the Steady Drive System for smoother travel time up and down, as well as the Big Blue Paddle for ease of use.

Harmar (941) 308-7451 www.harmar.com HME Business Services

Tactical Back Office

The healthcare industry relies on a skilled and knowledgeable workforce proficient in industry-standard software and possessing excellent English communication skills.

However, finding employees who meet these criteria while demonstrating dependability and long-term commitment can be challenging.

Recognizing this, Tactical Back Office (TBO) introduced its innovative Zero Risk Staffing solution, tailored specifically for the HME, DME, and healthcare industries. TBO’s primary mission is to provide exceptional staffing solutions that alleviate challenges, risks, and frustrations associated with staffing needs. Zero Risk Staffing revolutionizes the recruitment, screening, hiring, and training process with a personal approach to identifying the right individuals for the right positions. TBO conducts faceto-face interviews with candidates from an extensive pool of talented professionals cultivated and trained over the years.

Tactical Back Office (800) 558-7501 https://tacticalbackoffice.com/ Mobility: Manual Wheelchairs

Rogue2

The redefined style and superior design of Rogue2 are the perfect balance of performance, functionality, and selfexpression. Developed to fit any lifestyle, every element of the chair has been enhanced to provide riders with an optimal experience wherever they go.

Available on all Ki adult rigid wheelchairs, the new backrest design offers angle adjustment using one tool, no disassembly, and with the chair occupied.

In addition, riders can easily relax or adjust clothing by simply engaging the 4° or 9° relaxed position.

The rear seat height adjustment requires no disassembly and features an indexed design providing perfect alignment every time. Rogue2 includes Ki’s Patented Dimple Track to maintain precise alignment while adjusting the center of gravity. Rogue2 features a modern wing design that gets riders closer to objects for shorter transfers and easier reach, while the corrosion-resistant components protect the chair from the elements. In addition, the camber tube clamp design provides a smooth transition when loading the chair into a vehicle. Wheelchair riders can find their limits… and push beyond with Rogue2.

Ki Mobility (800) 981-1540 www.kimobility.com/Product.action?productName=Rogue2

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2023 INDUSTRY INNOVATORS

TACTICAL BACK OFFICE

Empowering HME with Strategic Staffing Excellence

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t Tactical Back Office, we understand the pulse of the HME and healthcare industry because we’ve been there.

Our inception wasn’t just a business decision; it was a call to action from our own challenges as an HME owner and provider. We felt the strain of balancing quality service against the backdrop of a fluctuating, oftentimes unreliable workforce. We experienced firsthand the frustration of employing staff who lacked industry experience and the specialized training essential for our unique industry.

We were just like you — a business striving to meet the growing needs of providers and patients seeking home medical equipment, a business who understood that a highly trained and empowered staff is the cornerstone of success in the HME landscape. Our resolve to change our experiences led to the birth of Tactical Back Office, a staffing agency laser-focused on the complexities and sensitivities of the industry.

Tailored Staffing Solutions We don’t believe in one-size-fits-all. Every business we work with, regardless of size, is unique, and so are your staffing needs. Our comprehensive, personalized screening, training, and onboarding program is tailored to meet these specific demands.

Our employees come to you fully prepared, trained not just for a job, but for your job.

Zero-Investment Recruitment We took the challenge out of recruitment so you can focus on what truly matters

Each candidate we offer is versed in the nuances of the HME industry and always ready to deliver

— your business and customers. Tactical Back Office enables your business to thrive with zero investment in the recruitment process. You save not only on the financial front, but also on the most valuable resource: time.

Revolutionary Compensation Structure Our innovative approach to compensation relieves the financial pressures often associated with staffing, thus ensuring that the focus remains on operational flexibility, premium customer service, and your business growth.

Think about saving up to 70 percent off of staffing costs and what that means to your bottom line.

A Cultivated Talent Pool Our candidates are not just employees; they are highly educated and trained, an experienced talent pool meticulously cultivated over the years. Each candidate

we offer is an assurance of quality, versed in the nuances of the HME industry and always ready to deliver.

Join the Tactical Advantage Partnering with Tactical Back Office means stepping into a strategic alliance.

We empower you to elevate your business with staffing solutions that understand the heart of healthcare, reduce turnover, increase retention, accelerate profits, and consistently align with your company’s culture and customer expectations. With Tactical Back Office, your search for reliable, industry-savvy staffing support ends here.

Let us reinforce your operations so you can scale to new heights in service and reliability. Because when you succeed, we succeed — together, tactically. HMEB Tactical Back Office (800) 558-7501 tacticalbackoffice.com

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leadership & management

SPEECH BUBBLES: ISTOCKPHOTO/HOWLETTERY

On Goals, Challenges & Looking Forward to 2024

By Laurie Watanabe

T

he home medical equipment (HME) industry has never been a realm for the faint hearted. That’s been especially true the last several years, as HME providers have battled a pandemic, weathered supply chain delays and shortages that prolonged delivery timelines, and had to purchase large quantities of personal protective equipment such as gloves and masks to keep their employees and their customers safe.

Those investments have driven up the HME provider’s costs of doing business, all while providers have been fighting to recruit and retain high-quality employees during a national labor shortage.

An Industry Whose Time Has Come

Yet, could it be that the HME industry has actually strengthened over the last few years? That it’s solidified its role as a critical part in the healthcare continuum and is poised to make a greater impact than ever going forward?

For this story, we asked the opinions of industry leaders who are experts in accreditation, funding, policy, and the home medical equipment business. Collectively, they hear from and collaborate every day with a large range of stakeholders, as well as the entities that shape the HME landscape via legislation, policies and procedures, and reimbursement. We asked a range of questions about 2024 and invited them to answer any or all of them.

And while challenges abound — Medicare Advantage, as one repeated example — we were heartened to hear definite tones of optimism as the industry heads toward a new year.

Here are our experts’ comments (edited in some cases for space considerations), with our thanks for their time and participation. And if you’d like to add your insights to our next industry story, see the end of this story for information on contacting the editor. We’d love to have you participate… after all, we’re all in this together. Cheers to a successful, patient-centric 2024! — Editor

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SWITCH YOUR

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CMS-Deemed Accreditation DMEPOS Certification

The HME Industry Speaks...

leadership & management

ARTIFICIAL INTELLIGENCE : ISTOCKPHOTO/IPOPBA

As we head into 2024, the HME topic I’m thinking about most is…

The increasing conflict between the recognition of the value of HME/home care and the need for appropriate payment and coverage. It seems that policy makers have finally realized the merits of providing patients with more healthcare in their homes is the future of healthcare. — Cara C. Bachenheimer, Head of Government Affairs Practice, Brown & Fortunato The increasing number of Medicare Part C replacement plans (“Advantage”) that are restricting access to medically necessary equipment and supplies that original Medicare would otherwise cover.

The safeguard of health insurance for seniors is being eroded by private, for-profit insurance companies that are allowed to lure — entice — Medicare beneficiaries to their plans, sometimes unknowingly as they are disguised as government-run Medicare, then they deny medically necessary equipment and services at an alarming rate. As the number of beneficiaries switch to these replacement plans, I’m concerned with the HME suppliers’ ability to service these beneficiaries. — Dan Fedor, Director of Reimbursement, U.S. Rehab/VGM & Associates How Brightree can deliver more value to our HME providers to operate more efficiently to deliver more value to their patients, referral sources, and payers. — Gregg Timmons, General Manager of SaaS HME & Infusion, Brightree Getting meaningful Medicare reimbursement legislation, S. 1294 and H.R 5555, passed and signed into law.

If we can’t get these measures passed in 2023, we’ll keep working towards enacting them next year. — Tom Ryan, CEO, American Association for Homecare (AAHomecare) The extent to which state legislatures, the U.S. Congress, the OIG [Office of the Inspector General] and CMS [Centers for Medicare & Medicaid Services] will

What I’ll remember most about 2023 is…the rise of artificial intelligence and its potential to benefit HME stakeholders — Gregg Timmons, Brightree take actions designed to cure many of the problems inherent in the Medicare Advantage (MA) space.

Historically, Medicare Advantage Plans (MAPs) have operated without restriction… and without supervision by CMS. This harms patients and providers/suppliers.

Finally, governmental institutions are taking notice and are beginning to act. — Jeffrey S. Baird, Chairman of the Health Care Group, Brown & Fortunato Medicare Advantage. These plans are growing into the largest portion of coverage for Medicare beneficiaries.

As this continues, DME suppliers will have to monitor to ensure that the equipment they provide is covered so that our patients go home with what they need.

CMS has responded to Medicare Advantage programs regarding items that are covered by traditional Medicare. As an industry, we will need to keep alerting CMS when this coverage does not match traditional Medicare. — Tim Safley, Program Director, DMEPOS Accreditation, ACHC

What I’ll remember most about 2023 is…

As The Compliance Team moves into its 30th year in business, the topic I think

about often is longevity. What does a company have to do to be successful?

What are the keys to maintaining longlasting relationships with its customers and partners?

In 2023, we did site visits with a lot of providers who had successfully weathered the COVID-19 pandemic, and we noticed a pattern. The companies that survived and were the most productive during the pandemic were the ones that had processes and operational efficiencies in place to keep them moving forward. They used the accreditation standards to help them stay on track with unforeseen market changes and preparedness issues.

This speaks directly to the effectiveness and practicality of accreditation. — Sandra C. Canally, RN, BS, Founder & CEO, The Compliance Team Inc. The degree to which the DME industry is being accepted as an important member of the healthcare ecosphere. The DME industry earned high marks during the public health emergency for its role in keeping patients out of the hospital. In the eyes of the public, DME suppliers will continue to build on this success. — Jeffrey S. Baird, Brown & Fortunato

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2023 INDUSTRY INNOVATORS

ACCREDITATION COMMISSION FOR HEALTH CARE

Accreditation. Certification.

Confidence for all.

T

he Board of Certification/ Accreditation (BOC) is an independent, not-for-profit organization that supports quality patient care by offering Centers for Medicare & Medicaid Services (CMS)deemed accreditation for businesses, and highly valued DMEPOS certifications for professionals.

Accredit Your DME/HME Facility with BOC With competitive pricing, swift turnaround, and personalized customer service, BOC is a solid choice for DME and HME suppliers who are seeking to earn or maintain their accreditation.

We offer expert guidance and helpful resources to support you and your team throughout the accreditation process — from filling out the application to the site survey to achieving reaccreditation.

Plus, BOC-accredited businesses have access to our experienced and expert staff and resources as their businesses grow, making it easy for suppliers to add new product categories in compliance with CMS policies and standards.

BOC is recognized by Medicare, the Department of Veterans Affairs, and thirdparty payers.

Reassign Your Accreditation with BOC Is your accrediting organization quick to respond to your questions? Is your accrediting organization invested in helping your business succeed? Is your accreditation organization providing value to justify their fees?

If your accreditation renewal date is approaching, be sure to explore your options. BOC’s in-house reassignment experts are available and ready to answer your questions and provide support throughout the accreditation process.

Earn a Professional Certification with BOC Becoming certified as a provider or employing certified professionals not only differentiates your business from your competition, but also supports compliance with Medicare Human Resource Quality Standards.

Get certified as a BOC Durable Medical Equipment Specialist (CDME).

This special certification was created specifically for professionals focusing on and working within the DME/HME industry.

BOC credentials effectively assure patients, physicians, government agencies and their representatives, and the public at large of the competence, professionalism and safe practices followed

by BOC-certified professionals and BOC-accredited businesses.

With national renown and 11 prestigious Stevie Awards earned for innovation and outstanding customer service, BOC is committed to ensuring its standards of excellence are mirrored in every area of service. HMEB

Board of Certification/Accreditation (BOC) 10461 Mill Run Circle, Suite 1250 Owings Mills, MD 21117 (877) 776-220 www.bocusa.org

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leadership & management

The end of the federal COVID-19 PHE [public health emergency] on May 11, 2023, and CMS making the waiver in place to take care of acute diagnosed oxygen patients in the home a permanent policy. — Tom Ryan, AAHomecare The official end of the COVID-19 pandemic! — Cara C. Bachenheimer, Brown & Fortunato The rise of artificial intelligence and its potential to benefit HME stakeholders. — Gregg Timmons, Brightree Tues., May 16, 2023, when CMS announced that seat elevation on power wheelchairs is now a covered item. This accessory will enable those confined to a wheelchair the ability for easier, safer transfers and the ability to reach to safely perform MRADLs [mobility-related activities of daily living].

The industry came together on this with evidence to support the case for coverage, and it shows the importance of never giving up to achieve what is right.

— Dan Fedor, U.S. Rehab/VGM & Associates

The HME product/technology/service category we’ll all be talking about in 2024 is…

Digital health transformation driven by connected care software platforms delivering frictionless collaboration across HME stakeholders. — Gregg Timmons, Brightree E-prescribing gains traction, and industry adoption continues to grow. — Tom Ryan, AAHomecare

The HME Industry Speaks...

The HME product/technology/ service category we’ll all be talking about in 2024 is… standing systems on power wheelchairs coverage, AI in the HME industry, and in general, reimbursement rates — Dan Fedor, U.S. Rehab/VGM & Associates

The continued pivot to Continuous Glucose Meters (CGMs).

Most of the focus will be on the “good” (the clinical benefits to patients with diabetes)… but there will also be a focus on the “bad” (aggressive audits of CGM suppliers). The vast majority of CGM suppliers will operate in a compliant manner, but there will be a handful of fraudulent players that will need to be weeded out. — Jeffrey S. Baird, Brown & Fortunato I think that in 2024 and beyond, we will see more non-Medicare retail DMEs. Eventually, there will also be a proactive move to value-based care. Healthcare businesses that focus on meeting their patients’ needs and can demonstrate that value (such as through patient satisfaction surveys) are the businesses that will be recognized by referral sources and payers.

— Sandra C. Canally, The Compliance Team Inc. Standing system on power wheelchairs coverage, AI in the HME industry, and in general, reimbursement rates.

— Dan Fedor, U.S. Rehab/VGM & Associates

E-PRESCRIPTIONS: ISTOCKPHOTO/IVAN-BALVAN

This year, I’d like to give a shout-out to…

Our champions on Capitol Hill, including Senators John Thune and Debbie Stabenow, as well as Representatives Cathy McMorris Rodgers, Paul Tonko, and Mariannette Miller-Meeks.

— Tom Ryan, AAHomecare AAHomecare… and particularly Tom Ryan, Kim Brummett and Jay Witter. AAHomecare as an organization — and Tom, Kim and Jay, individually — have served the DME industry well.

— Jeffrey S. Baird, Brown & Fortunato

The HME product/technology/service category we’ll all be talking about in 2024 is… E-prescribing gains traction, and industry adoption continues to grow — Tom Ryan, AAHomecare

Trade organizations for DMEPOS suppliers have devoted countless hours to education for CMS and state Medicaid plans.

These national and state trade organizations work to make sure that members of Congress and state legislators understand the importance of the equipment supplied to our aging population.

If your company is not a part of an industry association, please take time to learn how they educate and support your industry. — Tim Safley, ACHC

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GET MORE FROM ACCREDITATION TRANSITION TO ACHC. Supporting Your Success.

With ACHC DMEPOS Accreditation, you get more than a seal of compliance. Our collaborative, educational approach gives you a partner in empowering your team and optimizing operations.

Meeting your needs is our specialty.

Customized Services Cost-Effective Solutions No Annual Fees Simplified Process

Ready to Change?

Transitioning to ACHC is easy. Plus, you can transition anytime during your accreditation cycle. Our DMEPOS team is always ready to assist you.

Contact us today to learn more.

(855) 937-2242 x458

achc.org

customerservice@achc.org

ISO 9001:2015 CERTIFIED. ACCEPTED BY CMS.

The HME Industry Speaks...

SENIORS CONSIDERING INSURANCE: ISTOCKPHOTO/WAVEBREAKMEDIA

leadership & management

The Compliance Team is proud that we have so many DMEPOS and DME pharmacy providers who have been with us from the beginning — some since before the CMS 2009 mandate for accreditation. I say thank you to them and to all our valued providers. — Sandra C. Canally, The Compliance Team Inc. Our HME customers for their resiliency in the face of dynamic market forces brought about by supply chain challenges, everevolving reimbursement models, and inflationary pressures.

— Gregg Timmons, Brightree All HME suppliers, as there is no other business that operates this way. I admire all of them for advocating for their clients every single day to ensure they receive medically necessary equipment and supplies to remain at home while they encounter challenges daily in receiving payment from health insurance for the equipment and supplies.

— Dan Fedor, U.S. Rehab/VGM & Associates

The three words that best describe how I feel about 2024 are…

Very optimistic outlook.

— Dan Fedor, U.S. Rehab/VGM & Associates

Energized, resilient, connected. — Gregg Timmons, Brightree Home health care. (It’s finally time for our day in the sun!) — Cara C. Bachenheimer, Brown & Fortunato Things must change. — Tom Ryan, AAHomecare Realistic cautious optimism.

— Jeffrey S. Baird, Brown & Fortunato

What I’m most looking forward to in 2024 is…

As we head into 2024, the HME topic I’m thinking about most is… the extent to which state legislatures, the U.S. Congress, the OIG and CMS will take actions designed to cure many of the problems inherent in the Medicare Advantage space — Jeffrey S. Baird The “changing of the guard.” It is fun to see young people come into the industry who (1) have new, fresh ideas and (2) are not encumbered by how DME suppliers have operated in the past.

— Jeffrey S. Baird, Brown & Fortunato

A personal goal I’m hoping to cross off my bucket list in 2024 is…

As a company, delivering on our innovation goals for our customers. — Gregg Timmons, Brightree

Taking a sleeper train from New York to Canada.

— Tom Ryan, AAHomecare

Achieving accountability for Medicare Part C replacement plans to ensure coverage of medically necessity equipment and supplies that original Medicare would cover, standing systems on power wheelchairs becoming a covered item, and automation of the documentation and billing process to reduce (or eliminate) human error.

— Dan Fedor, U.S. Rehab/VGM & Associates

Exercise more. — Jeffrey S. Baird, Brown & Fortunato

Seeing home-based technology continue to evolve. It’s amazing to compare what’s available today vs. just 10 years ago (e.g., CGMs). — Cara C. Bachenheimer, Brown & Fortunato The value of HME gains traction with policymakers, payers, and other stakeholders in the healthcare sector.

— Tom Ryan, AAHomecare

Spending more time with family and friends, as nothing replaces actual time together.

— Dan Fedor, U.S. Rehab/VGM & Associates A week of cycling across the U.S. — Gregg Timmons, Brightree Want to participate in our next Insights story? E-mail your name, position, company name, and a short professional bio — along with any special areas of expertise, such as policy, funding, sales, engineering, etc. — to Editor Laurie Watanabe at lwatanabe@wtwhmedia.com to be considered for future interviews.

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2023 INDUSTRY INNOVATORS

ACCREDITATION COMMISSION FOR HEALTH CARE

Partnership, Education, and Accreditation — Leveled Up

A

s a supplier of diverse and specialized goods and services, you want to grow and sustain your business, recruit and retain skilled staff, and nurture patient satisfaction and loyalty. Accreditation Commission for Health Care (ACHC) helps you achieve these objectives while adding value at every step.

Supporting Your Success ACHC’s dedicated DMEPOS staff and surveyors have deep, field-tested experience. We understand how DMEPOS suppliers work, from independents to pharmacy-connected networks.

ACHC delivers comprehensive, costeffective solutions customized to your business and the patients you serve. We’re invested in enhancing your ability to deliver quality products and patient support in a sustainable business environment.

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New suppliers can count on ACHC for assistance in establishing their business. We’ll provide you with essential information and guidance to keep your plans on track.

Transitioning suppliers benefit from our simple process, and our DMEPOS team is always ready to assist you.

Plus, you can transition any time during your accreditation cycle.

Educational Approach ACHC DMEPOS Accreditation is more than a list of requirements to be met.

It’s a framework for continuous quality improvement.

We surround your team with expert insights and resources to support your goals. ACHC’s collaborative, educational approach guides improvements that increase business efficiency and strengthen quality of care and patient safety.

Plus, our education division, ACHCU, offers a wide range of DMEPOS tools and resources and a learning management system with courses to meet the training needs of your staff.

the accreditation process.

As a CMS national accreditor, we deliver everything you need to achieve or maintain compliance. ACHC Standards incorporate Medicare rules and regulations, giving you an efficient way to comply with federal requirements.

All You Need ACHC is more than an accreditor. We are a partner in your success, dedicated to supporting you throughout your entire accreditation cycle.

Our extensive suite of industryleading services offers you a single-source solution that reduces costs and simplifies

Visit achc.org, call (855) 937-2242, or e-mail customerservice@achc.org. HMEB

Explore Your Options Contact us to learn more about ACHC DMEPOS Accreditation.

Accreditation Commission for Health Care 139 Weston Oaks Ct. Cary, NC 27513 achc.org

MAXIMIZE YOUR DMEPOS SERVICES Industry-Leading Accreditation Solutions

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