DME Service Solutions

DME Service Solutions offers a wide range of call center and consulting services. Within a year, DME has implemented 20 different lines of business (and counting) from back office to voice setup supporting both English and Spanish support with 24/7 coverage. This covers from Order fulfillment (Intake Sales and Reorder), Authorization, and Benefit Investigation, to Pharmacy and Prescriber Relations. DME has a well-versed knowledge of healthcare space like Market Access, Revenue Cycle Management, Payor Contract Negotiation, and other complex processes. Our agents are cross-trained to allow our clients to move resources depending on business needs. Our agents have an average of 4-year Healthcare experience before they get hired at DME.

What DME Service Solutions offers its clients

DME Service Solutions delivers specialized, HIPAA-compliant healthcare BPO and operational execution designed to eliminate administrative backlogs, protect revenue cycles, and reduce direct labor costs by 50%–60%. Operating natively inside client software platforms, they provide turnkey, fully managed offshore specialist pods across four primary operational pillars.

**1. Revenue Cycle Management (RCM)**

* **Front-End Verification:** Eligibility verification and deep benefits investigation down to specific procedure codes.

* **Prior Authorization (PA) Management:** End-to-end authorization packet assembly, clinical pre-audits, portal tracking, and re-authorization maintenance achieving 97%–98% approval rates.

* **Billing & Collections:** Pre-billing error auditing, clean claim submissions, denial root-cause analysis, appeal processing, payment posting, and aged A/R recovery.

**2. Customer Engagement & Patient Access**

* **Patient Intake & Onboarding:** Multichannel patient registration, demographic entry, and intake across voice, chat, and email.

* **Patient Access Center (PAC) Support:** Centralized scheduling, daily slot optimization, dynamic waitlist backfilling, and appointment reminders for health systems.

* **Resupply Retention Campaigns:** Proactive outreach for high-margin resupply lines (such as CGM, CPAP, mobility, and wound care) driving 90%+ reorder conversion rates.

**3. Back-Office Operations & Document Chase**

* **Document Chase Engine:** Execution of a structured "ladder approach" outreach to physician offices to retrieve missing chart notes, Certificates of Medical Necessity (CMN), and signed orders.

* **Validation & Data Entry:** Medical criteria verification, queue prioritization, and system account creation.

**4. Clinical Support Services**

* **Clinical Review:** Utilization management, medical necessity auditing, and clinical chart review.

* **Remote Support:** Medical triage and remote patient monitoring (RPM) managed by licensed healthcare professionals.

**Delivery Model & Key Differentiators**

* **Native System Integration:** Specialists work directly inside client platforms (Brightree, TIMS, Niko Health, CPR+, Epic, CareCentrix) with zero custom IT integration required.

* **Fully Managed Infrastructure:** Every team includes turnkey management, QA auditing, instructional design, SOP development, workforce management, and BI reporting at no additional charge.

* **Flexible Commercial Terms:** Risk-free engagement models featuring 3-month subsidized pilots, $0 setup/implementation fees, zero minimum FTE constraints, and a 30-day opt-out clause.

* **Enterprise Security & Compliance:** Certified under ISO/IEC 27001, SOC 2 Type II, HIPAA, and PCI DSS standards with Virtual Desktop Infrastructure (VDI) and hybrid onshore/offshore workflow routing.

How DME Service Solutions outshines the competition

Healthcare providers, DME suppliers, FQHCs, and PE-backed rollups are routinely bottlenecked by rising domestic labor expenses, persistent administrative turnover, and chronic prior authorization delays. DME Service Solutions resolves this operational drag by deploying an integrated growth engine that pairs strategic demand generation with high-touch executive business development.

Founded by former healthcare operators who understand client-side operational pain points, DME replaces generic offshore call centers with dedicated pods staffed exclusively by pre-vetted specialists who hold direct healthcare, DME, and revenue cycle management experience.

A core operational differentiator is DME’s native system execution and zero-drag onboarding. Specialists log directly into clients' existing software platforms—including Brightree, TIMS, Niko Health, and Epic—eliminating the need for custom IT builds or API integrations. To remove internal client effort during rollout, DME’s in-house instructional designers write all standard operating procedures, construct job aids, and manage agent training end-to-end. DME’s dedicated teams execute across specialized, high-friction workstreams, such as the following examples:
(1) Prior Authorization & Verification: Comprehensive authorization packet assembly, clinical pre-audits, portal tracking, and deep benefits verification down to specific procedure codes.
(2) Document Chase Engine: Systematic physician office outreach using a structured ladder approach to retrieve missing chart notes and medical certificates.
(3) Patient Access & Resupply: Proactive outreach and patient onboarding across voice, chat, and email to maintain continuous reorder compliance.

Unlike standard BPOs that sell billable headcount, DME provides a fully managed infrastructure. Every team comes standard with embedded supervisors, quality assurance auditors, workforce management leads, and business intelligence reporting at no additional charge.

DME further outshines traditional vendors through agile commercial terms and strict enterprise security. Engagements feature subsidized pilot options, zero setup fees, zero minimum headcount constraints, and simple opt-out terms. This operational framework is anchored by enterprise ISO 27001, SOC 2 Type II, and HIPAA certifications, backed by a hybrid compliance firewall that routes restricted payer workflows safely.

DME Service Solutions company structure

DME Service Solutions operates as a specialized, healthcare-native business process outsourcing (BPO) firm structured around executive leadership, global operational hubs, and turnkey client delivery pods.

Executive & Functional Leadership

C-Suite & Founders: Led by CEO & Co-Founder Richard Lee, President & Co-Founder Ryan Holbrook, and Chief Operating Officer Chillo Chang, bringing over 20–25 years of combined healthcare, MedTech, and operational BPO experience.

Global HR & People Operations: Headed by Global Human Resources Leader Diane Truppa, focusing on remote team culture, employee retention, and staff advocacy.

PMO, Quality, & Operations: Supported by dedicated functional leads across Quality Assurance, Project Management & Incubation, Training & Quality, and Operations Management to drive process standardization and account governance.

Sample highlight service offering of DME Service Solutions

DME Service Solutions offers specialized, healthcare-native BPO and back-office management designed to eliminate administrative bottlenecks, protect revenue cycles, and lower direct labor costs by 50%–60%.

Core Operational Pillars

Revenue Cycle Management (RCM): Comprehensive coverage including procedure code-level eligibility verification, prior authorization processing, pre-billing error auditing, clean claim generation, denial root-cause management, and aged A/R recovery.

Customer Engagement & Patient Access: Multi-channel patient onboarding across voice, chat, and email, centralized scheduling, and proactive resupply retention campaigns for continuous glucose monitors (CGM), CPAP, and mobility products.

Back-Office Operations & Document Chase: Medical criteria auditing, account creation, queue prioritization, and a structured "ladder approach" for provider outreach to retrieve missing Certificates of Medical Necessity (CMN) and chart notes.

Clinical Support Services: Utilization management, clinical chart auditing, medical triage, and remote patient monitoring (RPM) led by licensed healthcare professionals.

Performance Benchmarks & SLAs

Prior Authorization Management: Guaranteed processing within 24 hours of receipt, achieving a 97%–98% first-pass approval rate.

Document Chase Optimization: Increases physician office contact rates from 14% to 26%, delivering a 90%+ chart conversion rate.

Clean Claim & Quality Rates: Delivers a ≥95% first-pass clean claim rate backed by a 98% minimum pre-submission audit pass rate.

Resupply Retention: Sustains a 90%+ reorder conversion rate across high-margin supply lines.

Turnkey Engagement Framework

Native System Integration: Specialists operate directly inside client software platforms (Brightree, TIMS, Niko Health, Epic) with zero IT API lift or development required.

Fully Managed Overhead: Accounts include non-billable Project Managers, Team Leads, QA Auditors, L&D Trainers, Workforce Management (WFM), and BI reporting at no extra charge.

Risk-Free Onboarding: Flexible 3-month subsidized pilot terms featuring $0 implementation/setup fees, zero minimum headcount constraints, and a 30-day opt-out clause.

Enterprise Security: Fully certified under ISO 27001:2022, SOC 2 Type II, HIPAA, and PCI DSS standards, powered by Virtual Desktop Infrastructure (VDI) and hybrid compliance firewall routing.