Selected Tag: HME Business

Express Retail – Receipt & Report

July 13th, 2010
Web Edition Express Retail Sales

Fast retail transactions only make sense if they’re accurate. Throughout this series of posts, we’ve selected an existing customer, identified the products to be purchased, automatically assessed sales tax, and split the customer’s payment methods.

Once the leftover amount is $0.00 (either due to handing change to the customer or splitting the entire payment among various transaction types), Web Edition HME software displays a Checkout button. The Checkout button will not display until Change Due equals $0.00.

Web Edition automatically opens a new browser tab displaying the retail receipt. Here’s an example of a standard receipt, although you can customize a receipt to your specifications.

Since the receipt displays in your Web browser as a PDF, you can print it anywhere you want, including a 3-inch receipt printer. If your customer ever needs another printed receipt, you can easily accommodate. The duplicate will clearly display “Reprint Receipt” to signify that it isn’t the original.

At the end of each retail shift or the close of your business day, you can easily generate a Daily Cash Sales report to balance each cash drawer at each location and reconcile your bank deposit. You can view a quick sample featuring a single transaction.

Retail is included with your Web Edition HME software so you can easily tap into that revenue stream. Contact me or watch our quick video to learn more about how our express retail flow can help your HME business.

deliciousfacebooklinkedintwitter

I Had Dinner with Stephen Strasburg Wednesday Night

April 8th, 2010

Yes, that Stephen Strasburg. If you’re not aware who he is, take a moment to Google his name.

Although the headline got your attention, it’s also just a bit deceptive. Allow me to clarify: Stephen and I mingled in the same room prior to dinner, and then had dinner in the same room, but not at the same table.

Before you label me “completely” deceptive, I did enjoy dinner (at the same table) with one of Stephen’s outstanding teammates, along with my family and some friends from the Harrisburg Senators fan club. That’s why I stated that the headline is “just a bit” deceptive.

The point? When you advertise your HME business, don’t attempt to deceive, even just a bit, because the people you’ll want to impress will see though the ruse.

As an HME software partner, we’ve tolerated deceptive claims from a competitor over the past few years. But we take the high road. We realize that these things usually have a way of working themselves out.

Build trust with your customers and referral sources. It’ll be appreciated long-term much more than a quick attention-grab.

Oh, and Stephen seems like a nice enough young man. I preferred to give him some space while I caught up with many of his teammates and coaches.

I still may drive to Altoona this Sunday so I can boast that I was there for his first professional start. If I do, at least that will be a legitimate claim.

deliciousfacebooklinkedintwitter

HME Refrain

March 23rd, 2010

To follow up “Listen to the Music,” here’s the HME refrain as presented by two HME media sources:

House Passes Health Care Reform from HME Business and AA Homecare Vows Fight on Health Reform Provisions from Home Care.

Any other sources? Any good news?

deliciousfacebooklinkedintwitter

The Ol’ One, Two

February 9th, 2010

As if two feet weren’t enough, we’re expecting the flakes to begin again this afternoon. We anticipate another 8-18″ in south central Pennsylvania.

After a snow-filled, nearly record-breaking weekend, Philadelphia and Baltimore are forecast to get the prize again: 14-18 additional inches by Wednesday evening. How can those densely populated cities remove all the white stuff?

Just in case all of that fails to keep our attention, a low off the Atlantic coast will increase winds on Wednesday. That way we can focus on blowing and drifting snow, just for variety.

As advice for HME providers in this region, we’ve already received comments regarding oxygen patients and backup cylinders. Do you need to work ahead with any other supply items?

What about loss of electricity (for either patients or your HME business)? There are still thousands in the Pittsburgh area without power since Saturday.

Ideas? Please feel free to share.

deliciousfacebooklinkedintwitter

There’s “Snow Business” Like the HME Business

February 5th, 2010

We interrupt our regularly scheduled discussion on Customer Service to put some of our theories into practice. Skies are dark gray; trucks with plows are everywhere.

The Mid-Atlantic is bracing for another winter storm beginning this afternoon. Not that we expect any sympathy from our Midwestern brethren, who’ve been pounded by snow, ice and extremely cold temperatures for weeks.

So, as an HME business — no matter where you may be located — how do you prepare when Old Man Winter has your service area in his cross hairs? If this is a regular occurrence in your neck of the woods, do you have any advice for HME providers in, say, the Delmarva Peninsula, where more than 15″ of snow has been forecast?

deliciousfacebooklinkedintwitter

Relating to Customers

January 28th, 2010

If you’d like to take up sky diving, would you feel comfortable investing in equipment and lessons from someone who has never jumped? Would you hire Jay Leno to anchor the evening news?

How well does your customer service team relate to your target customer, and therefore, represent your brand? You may take on an energetic teenager as part-time help in the warehouse, but would you also allow him or her to recommend bath aids or lift chairs on your show floor?

Think of the subtleties of the telephone, too. Have you ever called your business and objectively listened to how you’re greeted? That could be a lasting first impression for a new caller.

These customers (or potential customers) have made a conscious decision to contact your HME business. They will have expectations, whether it’s their first contact with you or the 50th.

Some customers are all business; others like to chat. Some know exactly what they want or need; others prefer another trusted opinion.

Put square pegs in square holes; round pegs in round holes. If you have the luxury, match compatible personalities of employees with those of customers. Many of our clients assign employees to specific customers within our HME software.

Personally greet as many customers as you can, even if it’s for a moment. Remember, you and your employees are your front lines for relating to your customers. Be certain that each interaction consistently meets your standards, and more importantly, your customers’ expectations.

deliciousfacebooklinkedintwitter

The Call (Up)

January 26th, 2010
Customer Service Experience

Every minor league baseball player dreams about getting called into the manager’s office. “You wanted to see me, Skip?”

“You’ve worked extremely hard, Son. And now you must catch a flight. Our major league team needs you in uniform for tonight’s game.”

There’s a reason why, with only very rare exceptions, amateur players don’t begin their careers in the major leagues. Players need seasoning, repetition and professional experience at several minor league skill levels before they’re ready to perform at the top.

The same theory exists in our business. If you hire a biller with no HME experience, that person would require multiple layers of education before you could turn her or him loose with your cash flow on the line.

On the HME software side, we start our customer service people in rookie ball. They must work their way up before we ever allow them “in the majors” to pick up the phone and speak with you.

Fortunately, we employ HME-seasoned folks. Some even have user experience with our HME software. These customer service people offer an extremely valuable and unique perspective to our clients.

When you’re hiring, consider who’s been touched by our industry. You may even find that one of your customers would enjoy coming on board with you.

The voice of experience and passion quickly builds trust. What better way to serve your customers?

deliciousfacebooklinkedintwitter

One Fewer HME Supplier

September 28th, 2009

I spoke with a representative from a pharmacy-based HME supplier today. After months of waiting for pharmacies to become exempt from the latest DMEPOS standards, they’ve decided to shutter their HME business.

This wasn’t one of our clients, but another HME software vendor will lose a customer. Local HME-experienced employees may lose jobs.

Here’s something that’s even more disturbing: think of the 80-year-old diabetic patient, who’s been getting supplies from this provider for many years. “I’m sorry, Ms. Patient, but you’ll either have to drive to the next town or place an order on the Internet.”

I understand that there may be octogenarians who are mobile enough to enjoy that occasional round trip to the next town. Others may relish the opportunity to login to DiabeticSupplies-R-Us to place an order.

Do you believe they represent the majority of Medicare beneficiaries? How do you think they’ll react to this “downsizing of their local providers” trend?

deliciousfacebooklinkedintwitter

More Bad News for NCB

August 14th, 2009

A recent HME Business e-zine article outlined a new economic study by Brian O’Roark, PhD, of Robert Morris University. If you have a stake in CMS’ National Competitive Bidding program, this study (funded by PAMS) will surely reinforce your debate.

deliciousfacebooklinkedintwitter

Software Performance

June 25th, 2009

Since we’ve been at this for several months, it’s high time we involve other perspectives. Although he didn’t introduce himself, CAU’s top-notch (and modest) documentation specialist, Dave Campbell, contributed to our series on HME software training. I look forward to reading more of Dave’s insights in this space.

Today, we’re treated to an introductory post from a long-time HME provider, Mike Tracey. Mike worked with our HME software over the course of nearly 20 years in several different capacities. Mike’s contributions here will bridge the gap between HME software tools and the most effective ways for HME providers to implement and utilize those tools. Without further ado ….

I’d like to introduce myself as a guest contributor to this blog. My name is Mike Tracey and I’m the President of Mike Tracey Consulting, LLC. I specialize in HME consulting and work closely with CAU, Inc. in assisting their clients to maximize the use of their software.

Many individuals and companies purchase software of all sorts and never take the time to learn all of its features or functions. Needless to say, the software never gets set up in a way to maximize its use. This is just as true in our HME businesses, especially as it relates to HME business and billing software. In rare cases, the set-up is thorough and complete, but on-going training of the staff using the software falls short, resulting in all sorts of issues.

As individuals, we just don’t take the time to learn. Our companies purchase the software and whatever hardware that’s needed, but skimp on or totally ignore the training either from the onset or on any ongoing basis.

I will be contributing to the Smart Talk Column in HME News beginning in August and will be elaborating more on this topic along with other related issues.

deliciousfacebooklinkedintwitter