Frequently Asked Questions
Q. What does National Rehab (NR) do?
A. NR provides wound care, urological, ostomy and incontinence supplies as well as orthopedic products directly to patients. We then bill insurance plans for the supplies, thereby eliminating the need for patients to seek their own supplies from a durable medical equipment provider or pharmacy.
Q. Who is responsible for getting the insurance authorizations for the healthcare supplies?
A. NR employs a team of authorization specialists experienced in all of the protocols, requirements and technicalities involved in beginning the authorization process. Our knowledgeable staff will contact the ordering physician when applicable and the insurance company to verify coverage and obtain authorization for the product.
Q. Does NR provide service and supplies to Medicaid and Medicare patients?
A. Yes. NR is a participating provider with Medicare as well as select Medicaid and Managed Care plans, allowing access to more than 240 million lives across the United States. If you are a home health agency, we can service your Medicare patient immediately following discharge from your service.
Q. Are you a participating provider with other insurance companies?
A. At NR, we are a participating provider with many of the major insurance providers in your area. Our knowledgeable customer service team works on a daily basis with hundreds of private health insurers. We add insurance company contracts on an ongoing basis and will be happy to contact any carrier necessary to assist you in your healthcare product needs.
Q. Are all products covered by my insurance company?
A. Coverage varies from one insurance company to the next. As part of our seamless service, NR always determines if a particular product will be covered.
Q. How much will a patient have to pay for his or her product?
A. It depends on the insurance plan and the patient's policy. All patients will be responsible for any co-pays or deductibles that their insurance company may have in place, and our staff will help explain the patient’s financial responsibilities.
Q. How long does it take to get started with your program?
A. Simply call us toll-free at 1-800-451-6510 to start the process. In order to process an order, we must have the following: patient’s demographics, diagnosis, insurance information or a copy of insurance cards, and a prescription for the needed product. If you are a healthcare professional ordering wound care supplies, you will need to provide wound details and your patient’s supplies are normally shipped that same day. All initial patient orders delivered next business day free of charge.1 Patients who reorder receive products within one to two business days.
Q. Who will inform the patient of the steps that must be taken prior to a patient receiving his or her product?
A. As soon as NR receives the order, we contact patients to inform them of the authorization or verification process with an approximate time frame on how long the process will take to complete. Wound care, urological, ostomy and incontinence supplies are usually shipped same day. For orthopedic supplies and lymphedema pump orders, we continuously follow up with patients to inform them of the status of their order.
Q. Do you stock any of the new "advanced" wound care supplies?
A. Yes. NR is brand neutral, stocking a variety of dressings and supplies from all the major manufacturers. Our product specialists are knowledgeable of all new wound care products and will be happy to discuss availability and efficacy with you. We honor specific brand requests and do not make substitutions.
Q. Will the customer become overloaded with wound care supplies?
A. No. We strictly follow all Medicare and Medicaid guidelines. Patients can receive either two-week or 30-day supplies of products. This allows for greater flexibility in their treatment plan and reduces wasted supplies. When a reorder is necessary, we first contact the physician, the caregiver or the patient for a needs determination. We never automatically ship reorders.
Q: What if I have questions about how to effectively use the product I ordered?
A: Through our commitment to patient care, NR provides access to two full-time Wound, Ostomy and Continence Nurses (WOCNs). These professionals are available to offer support to patients, caregivers, case managers and clinicians in product selection and treatment protocols with a goal of optimizing cost efficiencies and health outcomes.
Q. What types of orthopedic bracing does NR provide?
A. NR is brand neutral, offering a large variety of orthopedic bracing and custom orthotics devices. We honor specific brand requests and do not make substitutions. To see more of what NR has to offer, please visit the orthopedic section of our website or call our orthopedic customer service team to learn more of the product lines available.
Q. Where can orthopedic patients go for fittings of their product?
A. NR has a scheduler on staff who will contact the patient to set up an appointment at one of our patient care centers. NR offers patient care locations throughout Ohio, Pennsylvania and West Virginia, making patient fittings convenient. All visits are by appointment only. Please click here for a list of our locations.
Q. What if I don’t live in Ohio, Pennsylvania or West Virginia? Are there orthopedic products available for areas outside of this territory?
A. Currently, we do not have patient care locations outside of the Ohio, Pennsylvania and West Virginia areas, but NR does ship a large majority of off-the-shelf and easy-to-fit orthopedic products directly to the patient. Please contact NR orthopedic customer service at 1-800-451-6510 to see if the product prescribed for you is one that can be shipped directly to your home.
Q. How do lymphedema patients receive treatment?
A. Currently, in parts of Ohio, Pennsylvania and West Virginia, NR has offices and trained clinicians who are able to assist in fitting and educating the patient or caregiver on the how to use a lymphedema pump. For patients outside of these areas, NR will educate the healthcare professional on the use of the lymphedema pump and ship it directly to the office. They will then fit and educate the patient on how to use the pump. Please contact NR orthopedic customer service at 1-800-451-6510 for additional information about lymphedema pumps.
Q. If a patient is responsible for a co-pay or deductible, what are the acceptable forms of payment?
A. NR accepts personal checks and the following major credit cards—Visa, MasterCard and Discover. We also accept Health Savings Account (HSA) cards as long as they are affiliated with the aforementioned credit card companies. All payments can be processed by one of our customer service specialists.
Q. Can products be returned?
A. In the event that National Rehab has mistakenly provided the incorrect product or size, the following steps will be taken:
- Within 48 hours of receiving the incorrect product, the customer must notify NR customer service at 1-800-451-6510.
- Customer service will issue a call tag to pick up the equipment.
- If applicable the correct item will be shipped.
- The customer account will be adjusted to reflect the return/exchange.
- If equipment was delivered by a technician, the return/exchange may be in person.
A product is NOT returnable if:
- The item has been used, worn or is soiled.
- The item has been personalized with a patient’s name.
- The packaging has been destroyed.
- Alterations or adjustments made by anyone other than NR may invalidate the warranty.
1 Overnight shipping is contingent upon receiving product authorization from the insurance provider and does not apply to incontinence products, orthopedic bracings or orthotics.
