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  • Free up agents to focus on complex conversations  • Better manage call volume spikes  • Extend service capabilities 

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

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  • Scale up to compete for one of the limited contracts 

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. 

Hosts:  Liz Beaulieu  Theresa Flaherty 

Guest:  Brian O’Neill 

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:

1. Measure service costs like you measure reimbursement
2. Partner with manufacturers who share downstream risk
3. Implement SLAs with exchange-for-new warranty programs

“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.”

Hosts:  Liz Beaulieu  Theresa Flaherty    Guest: Mitch Yoel

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:

•  Visibility;
•  Automation; and
• Operational discipline.

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.”

Hosts:  Liz Beaulieu  Theresa Flaherty    Guest: Steve Cela

“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  • Why speed has become the new currency in HME  • What it means to approach the future with “eyes wide open” and a readiness to embrace new care models 

Hosts:  Liz Beaulieu  Theresa Flaherty    Guest:  Nick Bush

  In this episode of HME News in 10, Doug Francis, CEO of Rhythm Healthcare, talks about the HME “trailblazers” who are embracing portable oxygen concentrators.   “This is a provider who has invested, not only in the efficiencies that can be derived from POCs, but also turning that into clinical messaging to tell referral sources, ‘We’re a technology-forward company,’” he said. “When they take the time to educate on the benefits to the patient, and when they tell that story, they are seeing a 30%-plus increase in respiratory referrals.”   For Francis, the industry is at a tipping point where both the clinical community and the consumer are going to start demanding POCs – a great time to make the switch.

Hosts:  Liz Beaulieu  Theresa Flaherty    Guest:  Doug Francis

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. 

Hosts:  Liz Beaulieu  Theresa Flaherty    Guest:  Jim Dragatsis

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.

Hosts:  Liz Beaulieu  Theresa Flaherty    Guest:  Joey Graham

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. 

Hosts:  Liz Beaulieu  Theresa Flaherty    Guest:  Harold Davis

Today’s guest is Zeb Pirzada, president and CEO of MSI Health Solutions. Pirzada joins HME News in 10 to discuss the value of providers taking a hard look at operational costs to find savings through outsourcing, including delivery services. As a former provider himself, Pirzada speaks their language, he says.

“There’s a lot of small carriers out there that are not accredited and do not understand the HME industry,” he said. “MSI will bring in the industry expertise.”

Hosts:  Liz Beaulieu  Theresa Flaherty 

Guest:  Zeb Pirzada

Today’s guest is Steve Cela, president of Strategic Office Support (SOS). He joins HME News in 10 to talk about how HME providers should look at their workflow and revenue cycle management as a machine that needs to be optimized and continually maintained. 

“It's beautiful to see, right, when you see an efficient machine,” he said. “Because in my mind, it’s dollars every time you touch something. When you see these companies that have their processes down right, when you see them creating templates that drop down, when you see them 30 days ahead on their recertifications and their PARs, so their resupply can just go right out the door and the resupply person is just cranking orders...It’s beautiful to see.” 

Cela gives us the keys to this machine, including maximizing your EMR, embracing AI and leveraging outsourcing. 

Hosts:  Liz Beaulieu  Theresa Flaherty 

Guest:  Steve Cela 

Today’s guest is Addison Perrymond, head of product management for Brightree. He joins HME News in 10 to talk about why HME providers need to mine technology for “strategic transformation tools that deliver real business outcomes.”

“What we find is that our customers are looking at individual tasks and trying to incrementally make those better,” he says. “But if we reimagine that and say, ‘What is the outcome you’re aiming for,’ we can really solve that in a unique way.”

We also walk through all the buzzwords, whether it’s labor (how you make good performers great), automation (how you address not only efficiency but care quality) and data (how you use it meaningfully and responsibly).

Hosts: Liz Beaulieu Theresa Flaherty

Guest: Addison Perrymond

Hosts:  Liz Beaulieu  Theresa Flaherty    Guests:  Tom Ryan Jay Witter

Hosts:  Liz Beaulieu  Theresa Flaherty    Guest:  Tim Casey  

Hosts:    Liz Beaulieu    Theresa Flaherty        Guest:    Dr. Shalini Paruthi 

Today’s guest is Joey Graham, chief revenue officer for Prochant. He joins HME News in 10 to talk about why artificial intelligence is no longer science fiction and how even health care and HME, which typically lag other industries in tech adoption, are finally catching on. He talks about how AI and automation tools, while they may require high upfront costs, have the potential for substantial ROI in revenue cycle management, especially when applied to high-throughput processes. He also talks about how to select and implement the best tools for your business. Hint: Ease into it and maintain “humans in the loop.” 

Hosts:    Liz Beaulieu    Theresa Flaherty        Guest:    Joey Graham  

   Today’s guest is Kyle Neese, recently named senior account executive at ACU-Serve. He joins HME News in 10 to talk about his resupply journey - from AllCall Connect, which was bought by Brightree, to React Health and now to ACU-Serve - and the importance of finding that "happy medium" between leveraging technological advancements and honoring patient experience. "As we have seen over the past 10 years, live calling and patient centricity will continue to be imperative to success,” he said. Neese also talks about how outsourcing resupply can be a godsend with today's staffing struggles and how these programs apply to more than just CPAP masks.     Hosts:   Liz Beaulieu   Theresa Flaherty      Guest:   Kyle Neese 

Today’s guest is Bill Mixon, CEO of Advanced Diabetes Supply. He joins HME News in 10 to talk about how ADS helps both health care providers and patients navigate the complex insurance landscape of diabetes technology and how the company empowers patients to make informed decisions about their health. “The key to this thing is adherence,” says Mixon. “And patients that get served in a high-touch environment tend to have higher compliance and adherence to the technology than someone who doesn’t.”

Hosts:   Liz Beaulieu   Theresa Flaherty  

Guest:   Bill Mixon

Today’s guest is Todd Usher, founder of Tactical Back Office. He joins HME News in 10 to talk about how TBO and a new company, Tactical Call Center, are expanding and customizing their offerings while staying in their lane as staffing agencies. He also talks about why it's important that staff get real-life experience by “playing in the sandbox,” and how, despite the rise of artificial intelligence, “we still need humans to run our businesses.”  

Hosts:   Liz Beaulieu   Theresa Flaherty  

Guest:   Todd Usher

Hosts:  Liz Beaulieu  Theresa Flaherty 

Guest:  Roxanne Venard

Hosts:  Liz Beaulieu  Theresa Flaherty 

Guest:  Justin Mortara

Hosts: Liz Beaulieu Theresa Flaherty

Guest:  Gary Sheehan

Hosts: Liz Beaulieu Theresa Flaherty

Guest:  Dexter Braff

Today’s guest is Kami Harold, vice president of sales for SleepRes, which makes the V-Com, a small device that softens peak respiratory flow for patients using CPAP therapy. She joins HME News in 10 to talk about how the company’s founder, Dr. William H. Noah, took a deep dive into engineering and physics to develop the V-Com and how HME providers are using the device to improve adherence and even “rescue” some patients who are on the brink of having to stop therapy due to non-adherence. “Adherence is such a challenge,” Harold says. “Everybody struggles with it – HME companies and sleep physicians and clinicians. It’s important to think outside the box. There has to be a different way.”

Hosts: Liz Beaulieu Theresa Flaherty

Guest:  Kami Harold

Sponsored by:

Hosts:  Liz Beaulieu  Theresa Flaherty 

Guest:  Andrea Stark

Today’s guest is David Schaer, president of Computers Unlimited. Schaer joins HME News in 10 to talk about how artificial intelligence is redefining what business management solutions can do – whether it’s extracting data from medical documentation or predicting health services based on prior history. “It’s not a fad; it’s real and it’s going to impact every single business,” he said. Schaer also talks about the importance of “web hooks” to integrate e-prescribing and other applications. 

Hosts:  Liz Beaulieu  Theresa Flaherty 

Guest:  David Schaer

Today’s guest is Todd Usher, founder of Tactical Back Office. He joins HME News in 10 to talk about how he launched the remote staffing company in 2019, after successfully leveraging employees based in the Philippines to reduce shortages and decrease costs at his own HME company. He also talks about the benefits of incorporating remote staff into your company culture and addresses the question he gets asked most about TBO. 

Hosts:  Liz Beaulieu  Theresa Flaherty 

Guest:  Todd Usher

Today’s guest is Blair Eichenberger, vice president of marketing for VGM Insurance Services. She joins HME News in 10 to talk about the Cs of workers’ compensation: cost, claims process, coverage network and compliance. She also talks about how a holistic approach to workers’ comp is about more than a policy and why it’s beneficial to work with an insurer that specializes in coverage for HME companies. For more information, go to https://www.vgminsurance.com/workers-compensation.

Hosts:  Liz Beaulieu  Theresa Flaherty 

Guest:  Blair Eichenberger

Hosts: Liz Beaulieu Theresa Flaherty

Guest: Allen Hunt

Hosts: Liz Beaulieu Theresa Flaherty

Guest: Ryan Colby

Hosts: Liz Beaulieu Theresa Flaherty

Guests: Tom Ryan Jay Witter

Hosts: Liz Beaulieu Theresa Flaherty

Guest: Alex Hoopes

Our guest is Bonnie Jablonowski, director of product and portfolio management for McKesson. She talks about the benefits of leveraging connected patient engagement technology to free up staff from having to manually call patients for resupplies, key in orders, confirm insurance and more. For more information, go to mms.mckesson.com.

Hosts: Liz Beaulieu Theresa Flaherty

Guest: Bonnie Jablonowski

Hosts: Liz Beaulieu Theresa Flaherty

Guest: Annie Erstling

Hosts: Liz Beaulieu Theresa Flaherty

Guest: John Gallagher

Hosts: Liz Beaulieu Theresa Flaherty

Guest: Tyler Riddle

Hosts: Liz Beaulieu Theresa Flaherty

Guest: Dr. Jennifer Martin

Hosts: Liz Beaulieu Theresa Flaherty

Guest: Brad Smith

Hosts: Liz Beaulieu Theresa Flaherty

Guest: Boone Lockard

Hosts: Liz Beaulieu Theresa Flaherty

Guest: Laura Williard

Hosts: Liz Beaulieu Theresa Flaherty

Guest: Dexter Braff

Host: Liz Beaulieu

Guest: Andrea Stark

Hosts: Liz Beaulieu Theresa Flaherty

Guest Jonathan Sadock

Hosts: Liz Beaulieu Theresa Flaherty

Guest Theresa Flaherty

Hosts: Liz Beaulieu Theresa Flaherty

Guest: Linda Rouse O’Neill

Our guest is Kris Srinivasan, director of payer relations for the company. He talks about how McKesson can help HME providers bring value to the health care continuum with its focus on speaking with a unified voice and improving patient outcomes. For more information on McKesson, go to mms.mckesson.com.

Host: Liz Beaulieu

Guest: Kris Srinivasan

Hosts: Liz Beaulieu Theresa Flaherty

Guest: Theresa Flaherty

Hosts: Liz Beaulieu Theresa Flaherty

Guest: Josh Marx

HME providers can apply to be the HME Provider of the Year at http://www.hmeexcellenceawards.com/apply.php. The deadline is June 30.

Hosts: Liz Beaulieu Theresa Flaherty

Guest: Miriam Lieber

Hosts: Liz Beaulieu Theresa Flaherty

Guest: Russ Johannesson

Hosts: Liz Beaulieu Theresa Flaherty

Guest: Regina Gillispie

Our guest is Dylan Ross, vice president and general manager of Biomedical Solutions for McKesson. Hear how finding the right partner for stocking, servicing and tracking equipment can, among other things, help an HME provider maximize device utilization – a must-have capability brought to light by the COVID-19 pandemic. For more information on Biomedical Solutions, go to: https://mms.mckesson.com/content/services-tools/biomedical-solutions/.

Host: Liz Beaulieu

Guest: Dylan Ross

Hosts: Liz Beaulieu Theresa Flaherty

Guest: John Quinlan

Bill Mixon, the CEO of National Seating & Mobility, talks about how the COVID-19 pandemic has forced the company to review every element of how it operates, including how it services patients amid closures and limitations on face-to-face interactions. Hear how NSM has used “smart alternate solutions” for 25% of new clients during the pandemic and why Mixon believes remote services and telehealth should be part of the new gold standard for health care beyond the pandemic. “We think it can actually create a better level of services, if properly deployed,” he said.

Hosts: Liz Beaulieu Theresa Flaherty

Guest: Bill Mixon, CEO, National Seating & Mobility

Soon after the COVID-19 pandemic hit, Sarah Hanna, CEO of ECS North, gave her staff a pep talk about the important role they play in supporting front-line health care workers in caring for those affected by the virus. “We are the motor that keeps this thing going,” she told them. Hear Hanna on how the pandemic has challenged, yet advanced, revenue cycle and payment processes; and how it has taught her, as a leader, that you’re never too experienced to “get back into” the day to day. “You’re never too old to do the processes that you did 30 years ago,” she says. “Just because you have the title of CEO – that means nothing when it’s all hands on deck.”

Hosts: Liz Beaulieu Theresa Flaherty

Guest: Sarah Hanna, CEO, ECS North

Hosts: Liz Beaulieu Theresa Flaherty

Guest: Vijay Kedar, c o-founder and CEO, Tomorrow Health

Bill Guidetti, the new chairman of the board of directors at AAHomecare, rallies HME providers behind the association and its efforts to right industry challenges like Medicare’s competitive bidding program. Hear why lack of “time and treasure” is no excuse not to be involved in the industry’s advocacy efforts, and how the association balances addressing the needs of providers of all sizes. “We look (at the industry) holistically as a sector of health care,” Guidetti says. “The way we advocate, we make sure every provider is taken care of.”

Hosts: Liz Beaulieu Theresa Flaherty

Guest: Bill Guidetti, executive vice president, East Division, Apria Healthcare

Hosts:

Liz Beaulieu

Theresa Flaherty

Guest:

Angela Giudice, RPSGT

Hosts:

Liz Beaulieu

Theresa Flaherty

Guest:

Patricia DeMaida

Hosts

Liz Beaulieu

Theresa Flaherty

Hosts

Liz Beaulieu

Theresa Flaherty