DME & Home Medical Equipment Providers
Durable Medical Equipment BPO Services | Support for DME Providers
A durable medical equipment provider coordinates equipment, orders, insurance and reorders for patients who depend on that equipment, and its contact center carries a complex, regulated load: patients and caregivers calling about orders and equipment, insurance and prior-authorization work, resupply and reorder outreach, and the documentation the whole reimbursement chain depends on. A DME provider whose phone cannot keep up delays equipment patients need and loses the recurring resupply revenue the business runs on.
Global Empire Corporation runs patient support, order and insurance handling, and resupply outreach for durable medical equipment and home medical equipment providers — handling the contact in your systems, to the health-privacy standard patient information requires, and routing anything clinical to your staff, so your team can focus on getting patients the equipment they depend on.
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- Transactions Processed
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- 27
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- 35.5k+
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- 10M+
- New Customers Acquired
DME Is Order Coordination and Resupply, Under Regulation
A DME provider's work is coordination: getting the right equipment to the patient, handling the insurance and prior authorization that pays for it, and keeping the documentation the reimbursement chain requires. The contact center handles the patient and caregiver calls, the order and insurance questions, and the follow-up, and the volume is heavy and detail-driven. A provider whose phone cannot keep up delays equipment a patient depends on and burdens a team that should be coordinating care, not fielding routine contact.
Resupply is where the recurring revenue lives, and it depends on outreach. Many DME patients need regular resupply of consumable items, and that revenue only materializes if someone proactively reaches out, confirms need and eligibility, and places the reorder. A provider that cannot work its resupply outreach leaves recurring revenue and patient care on the table. Handling the order and insurance contact accurately and driving the resupply outreach, under the privacy the data requires, is where a DME support program protects both patient care and revenue.
- Patient and caregiver contact handled, so equipment reaches patients faster
- Insurance and prior-authorization work handled to your rules and captured
- Resupply and reorder outreach driven, so the recurring revenue is protected
- Patient information handled to the health-privacy standard for a service provider
For durable medical equipment, home medical equipment and HME providers
DME Support Services We Deliver
Patient & Caregiver Support
Patient and caregiver calls about orders, equipment and accounts handled in your systems to your rules, so the people depending on the equipment reach an answer, not a voicemail.
Order Handling
Order intake, status and coordination handled in your systems, so equipment orders move and patients are not left waiting for equipment they need because the phone was busy.
Insurance & Prior Authorization
Insurance verification and prior-authorization intake and coordination handled to your process, so the reimbursement work that gates equipment is moved and captured for your team.
Resupply & Reorder Outreach
Proactive resupply and reorder outreach handled to your rules, confirming need and eligibility and placing reorders, so the recurring consumable revenue is captured and patients stay supplied.
Documentation Coordination
The documentation the reimbursement chain requires coordinated to your process, so the paperwork that holds up orders and payment is chased without your specialists on the phone.
Clinical Routing
A clean boundary that routes clinical questions to your clinical staff, so agents handle the order, insurance and resupply contact and anything clinical reaches the right people.
How a DME Support Program Runs
From the privacy and clinical framework to driving resupply.
Scope & Framework
We establish the health-privacy framework, your order, insurance and resupply rules, and the clinical boundary, so agents handle the coordination and clinical matters route to your staff.
Systems & Access Setup
Agents are set up in your DME and billing systems with minimum-necessary access and the controls patient data requires, so contact and coordination are handled correctly and securely.
DME & Process Training
Training on your equipment, your insurance and documentation processes and the patient conversations that arise, so orders, insurance and resupply are handled accurately.
Pilot & Calibration
Launch on a defined slice with daily review, calibrating accuracy, resupply outreach and privacy adherence before the whole operation moves.
Scale & Resupply
Scale the contact handling and the resupply outreach where quality holds, so the recurring revenue and patient care are protected at volume.
Related services
Build a complete support program
Frequently asked questions
How is patient information protected?
With the safeguards health-privacy rules require of a service provider handling patient information. Agents work in your systems with minimum-necessary access, under defined controls, screening and a clear position on where data is processed and stored, documented accordingly. DME contact touches protected health information, so the program is built privacy-first. A provider should describe its controls to your standard, and you should confirm the specific obligations for your operation with your own privacy counsel before scoping the work.
Can you drive our resupply outreach?
Yes, and it is where the recurring revenue is. Many DME patients need regular resupply of consumables, and that revenue only materializes with proactive outreach that confirms need and eligibility and places the reorder, so agents handle resupply outreach to your rules. Working the resupply program captures recurring revenue that goes unrealized when no one has time to make the calls, and it keeps patients supplied with equipment they depend on, so the outreach protects both the revenue and the care, which is one of the clearest ways the program pays for itself.
How do you handle insurance and prior authorization?
To your process, handling the intake and coordination. Insurance verification and prior authorization gate whether and when a patient gets equipment, so agents handle that work the way you specify, moving it forward and capturing what your team needs, while the determinations that require your specialists stay with them. Taking the routine insurance and prior-authorization coordination off your team speeds equipment to patients and frees your specialists for the complex cases, so the reimbursement work that holds up orders is moved rather than sitting in a queue.
How do you keep agents from clinical work?
Through a hard boundary. Agents handle the order, insurance, resupply and account contact, and route any clinical question to your clinical staff; they do not give clinical advice or make clinical judgements. The boundary is built into the scripts and confirmed against your requirements. The program handles the heavy coordination and outreach volume that burdens a DME team while keeping every clinical matter with the clinical staff who must handle it, which is both the safe and the correct division of the work in a regulated, patient-facing operation.
What does a DME support program cost?
It follows the coverage rather than a published rate. The variables are contact volume, the mix of order and insurance handling versus resupply outreach, the hours covered, the depth of systems and privacy integration, and whether you need bilingual coverage. Because the program protects recurring resupply revenue as well as handling the coordination load, it is built around the revenue and the care it supports; we scope it against your operation and quote per program.
TESTIMONIALS
Our trusted clients
We set very challenging service level objectives and insist on those standards being met. At first we were unsure if Global Empire could consistently deliver at that level, but they proved they could. Based on performance and reliability, we know we made the right decision.
Service matters greatly for customer loyalty and experience, and Global Empire provides exactly the professional support required. We’re confident we achieve more value in our contact center because of the strategic partnership and the consistency of their service.
During our recent flood disaster, Global Empire provided messaging services vital to our communications management. Their quick, efficient, and professional response stood out throughout the crisis. In situations like this, service quality is not taken for granted — it’s recognized.
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