FAQs

A:

  • Network Health
  • Senior Whole Health
  • Commonwealth Health
  • Mass Health
  • Medicare
  • Tufts Health Plan
  • BMC Healthnet Plan

A: Orders can be placed once a month. You must call to place an order. Please allow 2-4 business days for the delivery. You can place your order by calling 781-435- 0570.

A: We notify the provider and patient at least one month before prior authorization expiration date. A month is plenty of time to get all the correct documentation and get a new authorization before the current one expires.

A: Please call us to let us know that you would no longer like to receive those items. If you need a different item, we will need to apply for a new prior authorization for the new item. This will require a new request from the provider’s office.

A: If there is a change of insurance, please notify us immediately. In almost all cases we will have to request a new authorization, which means contacting the provider’s office to start a new request

A: We will contact the patient to let them know of the approval and when we can set up a delivery. At that time we also describe the monthly reorder process.

A: We apply for the full length of time that your provider prescribes. The insurance company may modify/approve a shorter length of time or reduced item quantity based on their clinical review. The insurance company will determine the length of time of the authorization. Once the authorization is received, we will let you know exactly the length of time the authorization is approved.

A: You have the right to appeal the decision to your insurance company. Follow the instructions given to you in the letter you received from the insurance company. We will contact the patient and provider to advise them of the denial reason and what the insurance company is requiring in order to get an approval.

A: Once the insurance company obtains our request, they have 15 business days to make a determination. Feel free to call us 781-435- 0570 to check the status.

A: A Prior Authorizations is when your insurance company reviews, clinical information submitted by your Provider to ensure that items are a medical necessity before we can deliver to you. The requirements vary among all insurance companies as well as what products require a PA.

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