FREQUENTLY ASKED QUESTIONS – Clinician/Administrators

Q: Why should we switch to EmpiCare? DME is a revenue center for us now.
A: Our experience shows that while some practices generate revenue, the net effect when factoring in indirect labor costs and overhead is often a loss. Our EmpiCare team will conduct a free analysis to ascertain whether an EmpiCare DME program will either help you generate profit or reduce both direct and indirect costs.  

Q: Our practice billing office handles all our insurance procedures. Won’t this be confusing?
A: Not at all. No one knows billing and collecting for DME better than EmpiCare, and the EmpiCare program is customized for your practice to ensure a seamless integration. Our program is a bit like a small business operating within your medical practice, and EmpiCare is the “consultant” that operates your business for a fee. All billing and collections for DME are handled for you, freeing up your administrator to focus on the primary aspects of your practice.

Q: Can you get us any products we want?
A: Yes. Again, our goal is not to change what you do, but improve efficiency, patient satisfaction as well as increase the profitability of what you do. We also can provide your physicians with the most up to date product and pricing information in all DME categories, while remaining vendor neutral. We stay abreast of what the payors will and will not allow, which products require prescriptions or pre-authorizations, and of new patient education instructions, warranties, or safety information. 

Q: Will you work with our existing manufacturers and Sales Reps?
A: Absolutely. We recognize that local relationships are important, so we’ll work with you to ensure that longstanding relationships are not damaged but are instead enhanced. We’re confident we can help you meet the needs of more patients and increase the amount of revenue your practice receives from DME. We value the same manufacturers you do, and our program is designed to ensure maximum benefit for everyone involved.

Q: We have a stock and bill program that seems to work just fine. Would the EmpiCare program replace it?
A: Yes, and our clients tell us the EmpiCare BracingDepot program runs even smoother than other stock and bill programs, as it gives you more options, from more manufacturers.

Q: Can we place our own employee in charge of the EmpiCare program?
A: After more than ten years of trying different models, we’ve found that the best results for our clients come from providing a dedicated employee to manage most of our programs. Our staff is singularly focused on ensuring that your practice achieves maximum efficiency through professional patient, vendor, and insurance company relations.

Q: How much space do we need to allocate to EmpiCare?
A: Space needs are minimized by having a dedicated employee focused on daily inventory and vendor relations. Typically, we can utilize your existing inventory space.

Q: Our practice has several locations. Can we use EmpiCare efficiently?
A: Yes. EmpiCare successfully works with several practices with multiple locations. We’ll be happy to discuss the solutions that are best for your situation.

Q: How do we know if our volume will support the EmpiCare program?
A: The program is customized for each practice, and our staff can quickly help you assess the applicability for your practice. Click here for a free analysis to determine if EmpiCare is right for you, or give us a call toll free at 1-800-738-8045 to begin a no-cost, no-obligation evaluation of the appropriateness of our program for your practice.

Q: Will a B.O.C. based program cost my patients more time or slow down the flow of our clinic?
A: No. In fact, our experience shows that workflow in a practice improves dramatically thanks to our on-site employee and their expertise in fitting and educating patients. The clinic staff is free to see additional patients or focus on other job responsibilities, we have found that the room turn around time is better.

Q: What about legalities, reporting, and record-keeping?
A: We take responsibility for staying abreast of regulatory changes, accounting and insurance rules, coding updates, and allowable fee modifications. We are the industry’s number one source for DME program management, which helps us to help your payors understand the business better and handle our accounts faster.

Q: Who manages our inventory?
A: EmpiCare manages the inventory. With EmpiCare, we work with your suppliers and vendors and our own sources to create an inventory and management system that meets the specific needs of the practice. Our pre-authorization procedures, relationships with manufacturers and vendors, and knowledge of the insurance process allow for the efficient delivery of a broad range of products to meet both the clinical and post-op needs of your patients.

Q: How much paperwork or staff time is involved for our practice?
A: This will vary based on the EmpiCare program you select. For example, your existing staff will be free from paperwork and DME billing and collections in our RevenueNOW program, in the EmpiCare TOP program minimal staff time may be required.

FREQUENTLY ASKED QUESTIONS—Patients

Q: How do I know if the item prescribed by my doctor is covered?
A: EmpiCareworks hard to contract with all insurance carriers in your area. However, not all carriers allow ancillary providers or have benefits for durable medical equipment (DME) and point of sale (POS) items. Since it is impossible for EmpiCare to know all of the details of your benefits plan, we recommend that you speak with your insurance carrier or your employer's HR department.  If you give us permission to file your claim once the item is dispensed to you we will assist you in obtaining authorization if necessary. 

Q: What Insurance Companies does EmpiCare have contracts with?\
A: EmpiCare has numerous national contacts as well as many local provider contacts as well.1-800-738-8045,

Q: Why does EmpiCare bill under A, E, L codes?
A:  The Health Care Financing Administration (HCFA) designed these codes to describe Durable Medical and Orthotic Devices.  HCFA is now called the Center for Medicare & Medicaid Services. These designated codes help to ensure a consistency in billing and helps to facilitate the processing and payment of claims.

Q: How does EmpiCare know what product I need?     
A: The physician office where you were seen writes a prescription detailing what brace he/she wants placed on you and EmpiCare follows the physician’s orders, just like filling a medication prescription at the pharmacy.

Q: Will the prescribed brace alleviate all my pain?
A:  No, most braces are designed to correct some type of problem. They are not designed to relieve the patient of all pain.  Pain may be reduced because of the body part is being placed in a more stable position. The prescribed brace is only one part of the treatment plan your physician has prescribed, your adherence to all parts of this protocol will help you heal in the most efficient manner.

Q: Why am I getting a bill from "EmpiCare"?
A: There could be several answers to this question.

1. Your insurance has paid for most of the bill and there is either an outstanding co-payment or deductible with your insurance company that has not been met.
2. Your insurance carrier does not have benefits for DME (Durable Medical Equipment or Orthopaedics Supplies).
3. Your insurance carrier cannot identify you as the insured (contact EmpiCare to update your information).
4. Your carrier has paid part of the bill leaving you with a balance.

Q: Can I pay my balances with a credit card?
A: Yes - EmpiCare accepts Visa and MasterCard, have your card ready and simply call our toll free number – 1-800-738-8045.

Q: May I pay my balance over the Internet?
A: Not yet. To protect your information, EmpiCare requires that you either mail in a payment or use your credit card over the phone with our operators.

Q: How does EmpiCare get my billing information?
A: EmpiCare receives a prescription from your physician along with all necessary billing and insurance information. If you feel the physician's information is incorrect, please contact us at 1-800-738-8045 so we may properly bill your carrier.

Q: How does EmpiCare get authorization to bill my Insurance Carrier or to bill the patient?
A: All patients sign an authorization form before receiving the item from the physician.
Remember, EmpiCare bills your insurance company as a courtesy to the patient. It is the patient's responsibility to pay his or her bill once the insurance company has processed the claim if any balance remains.

You may contact us at any time with questions or concerns.