[Alecr]

I recently became manager of a DME compnay that has a tarnished reputation because of previous management. How Can I rebuild trust with the patients and doctors that were burned by this company? IS there anyway I we san recoup money for items that were given to patients and never billed for?

[Mike Kuller]

That's not easy.

Your best bet is to go out with your salespeople to meet with the key accounts. They can introduce you as the new manager and you can ask about the problems and issues, if any, they have had with your company. You can assure them you will handle things differently, deal with the issues and ask for an opportunity to prove yourself - a referral. Then follow up with the accounts along with the salesperson in a couple of months to be sure they are happy.

For the patients, when there are problems, be sure they are dealt with in way that ends up making the patient happy even when they are wrong. Call the patients yourself to make sure they are satisfied. The staff will follow your lead.

As far as collecting old revenue from patients, if it's more than a few months old, you may end up making more patients angry than it's worth. Write it off and move on with better practices.

[Mike Kuller]

I may have misunderstood your last question.

If the items were covered by Medicare or insurance and weren't billed, check the filing limits since you still may be able to get paid for them.