Frequently Asked Questions
We have answered some frequently asked questions by our clinicians and our patients. Please contact us if you have additional questions not answered here.
FAQ For Clinicians
How do I start the process of getting a patient a home unit?
If you have a patient(s) who you think may benefit from one of our devices, please begin by completing the order form. Please complete the form fully as this provides us with pertinent information necessary in obtaining the prescription from the physician; All of our DME products require a prescription from a licensed physician. Please return the order form to our office along with the patient’s demographics (name, address, phone number, insurance information). This information can be returned via fax at 616-772-9368 or emailed to info@advancedtherapyconcepts.com. Once the form has been received, we will contact the patient to discuss coverage. If the patient chooses to move forward with a home unit, we will begin the process by requesting supporting clinical documentation.
What clinical documentation will be requested?
For DME insurance coverage, insurance companies require clinical documentation supporting the medical necessity of the requested equipment. This often includes in-clinic trials of the requested equipment and details of how the patient responded to the treatment/equipment. We will request documented visits illustrating successful trails during therapy. All of our DME requires a prescription from a licensed physician. Once physical therapy documentation is received, we will send over the prescription request to the physician. If further documentation is required, we will request it from the patients doctor at this time.
Do you have DEMO units available for in-clinic trials?
Yes, we do have some demonstration units available to lend to clinics for in-clinic trials. If you would like to inquire about your clinic getting a DEMO unit, please contact our office for details. Please note: demonstration units are not guaranteed and are based on availability. DEMO units are for in-clinic use only and are not to be sent home with patients.
FAQ For Patients
How do I get a home unit?
Prior to requesting a home unit, please contact your physician to ensure that the equipment is medically necessary. A prescription is required by your physician prior to receiving your requested DME. Additional documentation may be requested from your physician for insurance purposes. We will work closely with you as well as your physician to obtain all necessary documentation. Once documentation is obtained, ATC will contact you to review terms of coverage and to arrange the shipping or pick up of the unit.
How long will it take to receive my unit?
The process to obtain home durable medical equipment can vary by patient. We will do our best to arrange the delivery of your equipment in a timely manner however, obtaining all necessary documentation may be delayed for reasons beyond our control. Please be patient with us while we work hard to complete the process.
How do I receive my unit?
ATC ships units via United States Postal Service (USPS) directly to patient’s homes. Patient’s local to ATC will have the option to pick up their unit at our office, if preferred.
Do you offer other equipment not shown on your website?
We specialize and focus on the units shown on our website however, we are not limited to those products or models. If you are interested in durable medical equipment not shown, please contact our office. If we are unable to help you with the request, we may be able to assist with further information or resources.
Is there a warranty on equipment?
Your durable medical equipment will come with a 1-year warranty from the date you receive it. Should you have any trouble with the device during the first year, you may contact our office and we will repair or replace the unit at no cost to you. This warranty does not include water damage, loss in fire or accident, lost/stolen units, etc.
How often should I replace my supplies for my Neuromuscular Stimulator?
How often you replace your supplies will depend on how often the stimulator is used and how well the supplies are cared for. Patients with more frequent usage may find that their supplies last only a short time (a month) while patients who treat less frequently may find that their supplies last much longer (months). Replacement of supplies depends on individual need. When your electrodes begin to lose their adhesive ability, you will want to request replacements. In addition to electrodes, your stimulator will come with lead wires. Lead wires are typically replaced less often but also vary based on individual use and care. While we are unable to tell you exactly how long your supplies may last, we CAN help you get replacements when you need them!
How do I order replacement supplies?
Please give our office a call to request your replacement supplies. All of our devices and device supplies require a prescription by a licensed physician. We are unable to provide supplies without a current and valid prescription. If no prescription is on file, we will obtain one prior to completing the supply refill request. When a valid prescription is on file, we can then complete your request and ship the supplies directly to your home.
What do I do if I am finished with my unit and would like to return it to ATC?
If you have received your device under rental terms through insurance, you may return your unit to our office at any point within the rental period. To return your device, please contact our office for a prepaid return label. Once the device has been received at ATC, the billing cycle will stop. If the device is received at ATC after the billing cycle/date, you will be responsible for the entire month. Billing does not stop until the unit has been received in our office.
Billing FAQ
Will my health insurance cover the cost of a home unit and/or supplies?
All insurance plans vary and DME coverage is subject to the individual’s health insurance benefit plan. ATC will verify and review benefits with patients as a courtesy however, patients should know the details of their health insurance coverage, deductibles, and co-insurances. There is no guarantee of payment as insurance companies have the right to review claims up to 5 years after the date of service. If you would like to check coverage for DME, please contact our office for a complimentary insurance review. You can also call the phone number on the back of your insurance card for more information about your plan.
What do I do if my insurance changed?
If you have received a unit under rental terms and your insurance has changed, please contact our office as soon as possible to report changes. We will verify your new insurance policy and discuss the coverage details with you. You may have the choice to continue the rental of the device, or you may be asked to return your device back to our office. If return is requested, we will supply you with a prepaid return label.
What if I don’t have health insurance?
We understand that not all individuals have access to health insurance and we do not want this to stop them from getting the treatment they deserve. If you do not have health insurance, please contact our office for our self-pay options. We offer refurbished units with a one-year warranty at a reduced and affordable price.
How do I pay my bill?
You can make a payment by contacting our office to pay with a credit/debit card, or you can send a check in the mail addressed to Advanced Therapy Concepts. We are located at 10500 Chicago Drive, Suite 60, Zeeland, MI 49464. We accept most major credit cards.
Why are my payments being made not being applied to the current month but for a previous month? Why are my statements not for the current month but for a previous month?
You may be receiving statements for a previous date of service that does not reflect the current month. We do not send out a statement to patients for payment until insurance has paid their responsible portion. If insurance does not make a prompt payment, you may receive bills for past dates of services. Once we receive a payment from insurance for a date of service, the payment is applied and a statement is sent out for the remaining balance due to the patient.
I returned my equipment. Why am I still being billed?
If your device was returned and received in our office after your billing cycle date, you will be responsible for the month in its entirety. If the DOS on your statement does not reflect the current month, this may be because your insurance just made a payment on a previous months claim and you may receive additional bills once insurance makes their payment.