Follow these tips to help keep customer experiences positive

A positive experience is what our customers value most. And we want to help ensure that our members obtaining durable medical equipment and supplies have a good one.

Following are some tips that may help you reduce your customers’ wait times and improve their overall experience.

• Unless the member’s benefit coverage requires approval from their primary care physician, a signature for the prescribed equipment or supplies can be from any licensed physician, physician’s assistant or certified nurse practitioner who has treated the member and has knowledge of his or her condition. This includes providers from urgent care centers.
• You can provide DME or supplies based on a verbal order. Then, we allow you up to 10 days to get the necessary signature from the ordering physician, physician’s assistant or nurse practitioner before submitting the claim.
• Electronic signatures on e-prescriptions meet the signature requirement.
• Faxed orders must have an original (not reproduced) signature. We allow you 90 days from the first service date to get the signature before submitting the claim. The first service date marks the beginning of the 90-day period.
• Orders sent from a computer to a fax machine (where the signature is sent as a computer transmittal to the fax machine) are acceptable.

If you have any questions, please contact your provider consultant.