Welcome to a special episode of HME News in 10, sponsored by Brightree. 

Today’s guest is Justin Lewis, senior director of Brightree’s ReSupply LiveCall Service. He offers a reality check on AI and how to use it in a way that actually improves patient experience. 

“We put a lot of thought into how a call should actually feel from the patient’s perspective – where it should start, how we should ask questions, what decisions need to happen in the background, and what a smooth handoff looks like when a human is needed,” he said. 

When providers move past common misconceptions about AI, Lewis says they can use it to: 

• Handle routine requests, like order status, more efficiently 

Ultimately, Lewis says AI is at its best when it delivers real, measurable value – not hype.

Welcome to a special episode of HME News in 10, sponsored by DDP Medical Supply. 

Today’s guest, Brian O’Neill, president of DDP Medical Supply, says providers of continuous glucose monitors (CGMs) are at a fork in the road. 

With the Centers for Medicare & Medicaid Services (CMS) adding CGMs to the next round of the Medicare competitive bidding program, providers must choose: 

• Step away before bidding begins; or 

O’Neill shares why DDP is focused on partnering with those aiming to win – and how its expanded distribution network and other upcoming initiatives are designed to help providers deliver nationwide efficiently and economically. 

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Welcome to a special episode of HME News in 10, sponsored by Rhythm Healthcare.

Today’s guest, Mitch Yoel, COO of Rhythm Healthcare, pulls back the curtain on what he calls the “hidden economy” of portable oxygen concentrators (POCs). Beyond the purchase price, providers often absorb the cost-of-service calls, tech labor, RMAs, loaners and downtime – expenses that can crush margins.

Yoel’s advice:

“I think providers who reframe oxygen as an uptime program – not just a product purchase – are going to own disproportionate referral share,” Yoel says. “They’ll enjoy better financials and deliver better outcomes for patients.”

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Welcome to a special episode of HME News in 10 sponsored and developed by Strategic Office Support (SOS). 

Today’s guest is Steve Cela, CEO of SOS. He joins HME News in 10 to expose the invisible workflow leaks quietly draining revenue from even the best HME providers. His message is clear: It’s not staffing or reimbursement holding you back - it’s the leaks you can’t see.

In this episode, Cela encourages providers to embrace:

As Cela puts it, “Change is a heavy lift, but the market is moving fast. The next five years will separate the winners from the watchers.”

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Welcome to a special episode of HME News in 10 sponsored and developed by Direct Supply.  

“I think a big portion of it goes to the service side of it,” he says. “Medical equipment is really a local game (because) there is so much emotion tied to health care product decisions. It’s a decision people want to make where they trust who they’re deciding to work with. Price becomes less relevant in those situations.”

Bush also shares insights on: 

• How distributors and providers can collaborate to leverage their unique strengths 

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Welcome to a special episode of HME News in 10 sponsored and developed by Rhythm Healthcare.

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Welcome to a special episode of HME News in 10 sponsored and developed by ACU-Serve.

In this episode of HME News in 10 Jim Dragatsis, president of resupply at ACU-Serve, drills into the art of patient engagement and its impact on the success of an HME provider’s resupply program. 

What makes a resupply program thrive? Dragatsis shares how providers must tailor their communication strategies to patient demographics and preferences, continuously monitor attrition rates, and refine their approach to keep patients engaged. 

The payoff? Enhanced CPAP therapy adherence and consistent monthly revenue. 

Tune in for practical insights and a candid look at what it takes to make resupply work. 

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Welcome to a special episode of HME News in 10 sponsored and developed by Prochant.

Today’s guest is Joey Graham, CEO of Prochant. He joins HME News in 10 to talk about why revenue cycle management (RCM) is at the heart of the financial stability of HME providers, especially as they play “whack-a-mole" with new challenges like Medicaid cuts. He also talks about addressing the “silent killers” in the RCM process by leveraging tech-enabled automation and strategic partnerships. When done right, RCM “is nothing less than transformative,” Graham says.

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Welcome to a special episode of HME News in 10 sponsored and developed by Healthcare Quality Association on Accreditation.

Today’s guest is Harold Davis, director of survey services for the Healthcare Quality Association on Accreditation. He joins HME News in 10 to talk about how accreditation improves patient care. “Most providers want to do things right,” he said. “Most are accepting of the accreditation process because they view it as a process that actually improves their business.” Davis also talks about why accreditation is a year-round endeavor. 

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Welcome to a special episode of HME News in 10 sponsored and developed by Brightree.