Follow the work.
See the handoffs.
Choose a scenario and move through the operation. See what comes in, what the team reviews and where an exception goes. This guided simulation uses fictional information; it does not process patient data.
Step 1 of 6
Keep the return path visible.
An exception should lead to a responsible person and the original evidence.
01Discover & receive
Team: Patient / referral partner → intake
Input: Website inquiry, fax, email or call
Identify the source, person, equipment need and correct company.
Review: Do the identity and source agree?
Handoff: Reviewable intake with original evidence
Return path: A mismatch returns to the original inquiry or packet.
02Qualify & complete
Team: Intake → documentation / billing
Input: Reviewed patient and equipment context
Resolve payer, practitioner, order elements and item-specific evidence.
Review: What is missing, expired, ambiguous or outside supplier scope?
Handoff: Explicit readiness decision and documentation requests
Return path: An unanswered request stays visible; it is not treated as complete.
03Prepare the order
Team: Customer service → fulfillment
Input: Reviewed evidence and selected items
Agree the estimate, billing path, exact product and stock allocation.
Review: Are the clinical, customer and physical-stock decisions ready?
Handoff: Reviewed order, ticket and financial draft
Return path: A substitution or changed responsibility returns to review.
04Deliver & document
Team: Dispatch → DME technician
Input: Prepared ticket, equipment and stop
Complete the actual field event, record signature/evidence and unresolved issues.
Review: What actually happened, on which date, with which equipment?
Handoff: Delivery/service evidence and exceptions
Return path: A failed stop or missing signature returns to the responsible queue.
05Bill & reconcile
Team: Biller → CFO
Input: Order, coverage and actual service evidence
Validate, use the approved submission path, reconcile acknowledgements and money.
Review: Is this submission permitted and is the financial event confirmed?
Handoff: Accepted/rejected workflow status, posted payment or owned follow-up
Return path: A denial traces back to the responsible source fact and required correction.
06Continue & improve
Team: Customer service / technician → owner
Input: Active rentals, recurring needs and recorded exceptions
Review check-ins, renewals, returns, service, quality findings and costs.
Review: Does the next cycle have current need, permission and evidence?
Handoff: Reviewed recurring work and corrective action
Return path: Findings inform a revised policy or workflow; original records remain traceable.
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Selected modalities · agreed AI allowance
BAA and setup before patient data