FAQs

Q: What are your hours of operation?

A: Our hours of operation are 8 a.m.-8 p.m. Eastern Time weekdays, Saturdays 9 a.m.-5:30 p.m. Our Breast Pumps division is available Monday-Friday 8 a.m.-8 p.m. Eastern Time. Office hours may vary by location. Online and fax orders over the weekend are typically processed the following business weekday.

Q. What does AHPCS do?

A. We provide wound care, urological, ostomy,  and diabetic care ^₁ supplies as well as breast pumps. We ship supplies directly to patients’ home or alternate healthcare facility and bill insurance payers for reimbursable supplies. Shipping is contingent upon receiving product authorization from the insurance payer if required, and a physician’s order if required by state law or the insurance payer, for the product. Next business day order processing does not apply to incontinence products, breast pumps.

_¹ Effective July 1, 2013 we are not able to provide diabetic care supplies to patients using Medicare Part B benefits.

Q. Are you a contracted with managed care payers?

A. Yes, AHPCS is contracted with hundreds of managed care payers nationwide. Our knowledgeable customer service team works regularly with various managed care payers and benefit plans. We add insurance company contracts on an ongoing basis and will be happy to contact any carrier necessary to assist you in meeting your supply needs.

Q. Are you a participating provider with Medicare and Medicaid?

A. Yes, AHPCS is a participating provider with Medicare as well as select State Medicaid Programs. If you’re a home health agency, we can service your Medicare patient immediately following discharge from home health service.

Q. Who is responsible for getting the insurance authorizations for healthcare supplies?

A. At AHPCS, we employ a team of authorization specialists experienced in the protocols and requirements for obtaining authorization from the payer. Our knowledgeable staff will contact the payer and the ordering physician, when applicable, to verify coverage and obtain authorization for products.

Q. Are all products covered by my insurance company?

A. Coverage varies from one insurance plan to the next. As part of our service, we determine if a particular product is covered by your specific plan.

Q. How much will a patient have to pay for products?

A. This depends on the patient’s insurance plan benefits. Patients will be responsible for any copay or deductible that their insurance company may have in place. Our specialists will help explain the patient’s financial responsibilities.

Q. What happens if a patient’s insurance changes?

A. AHPCS is contracted with hundreds of managed care payers nationwide. As long as AHPCS is contracted with an insurance payer, we can continue to be the patient’s supplier. When placing a reorder, please provide us with the new insurance information. We will verify insurance information to confirm that we may continue to provide the patient’s medical supplies and bill the insurance on the patient’s behalf.

Q. How do I place an order with AHPCS?

A. Call AHPCS to start the ordering process.

• Main Number: 855.404.6PCS (855.404.6727)
• Wound Care, Urological, Ostomy, Incontinence, Tracheostomy and Diabetic Care Supplies: 855.404.6PCS (855.404.6727)
• Breast Pumps: 844.PCS.MOMS (844.727.6667)

To process an order, the following information is needed:

• Patient’s demographics
• Diagnosis code
• Insurance information or a copy of insurance cards
• Prescription for the medically necessary products.

If you are a healthcare professional ordering wound care supplies, you will need to provide wound details and specific descriptions of your patients’ supply needs including dressing types, quantities and dressing change instructions.

Orders are typically shipped within 1-2 business days. There is no charge for standard shipping. Shipping is contingent upon receiving product authorization from the insurance payer if required and a physician’s order if required by state law or the insurance payer for the product. Next business day order processing does not apply to incontinence products and breast pumps.

Q. Who will inform the patient of the steps that must be taken prior to a patient receiving his or her product?

A. If the authorization and verification process results in a delay of processing an order, our customer service team will contact the patient to inform them of the status.

Q. If a patient is responsible for a copay or deductible, what are the acceptable forms of payment?

A. We accept personal or electronic 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. Do I need to have my doctor contact you for an order?

A. No, you may contact us directly to place your order. When placing your order we will need your physician or healthcare provider’s name and telephone number. We will contact them to obtain medical documentation.

Q. Can I purchase supplies if I do not have insurance?

A. Yes, you may purchase supplies if you do not have insurance. Please contact Customer Service at 855.404.6PCS (855.404.6727) for assistance.

Q. Can I purchase supplies without utilizing my insurance benefits?

A. Yes. If you choose not to utilize your insurance benefits, you may need to review and sign a waiver of liability form. This form documents that you are opting not to have AHPCS submit a claim to your insurance.

Q. Can I have orders sent to an address other than my home address?

A. Orders may be shipped to your home, temporary address or alternate healthcare provider within the United States.

Q. I placed an order and was told the order is on “back order”; what does this mean and when will I get my supplies?

A. Occasionally there are circumstances when an item is on back order, meaning the manufacturer has not filled AHPCS’ purchase order and AHPCS does not have enough inventory in stock to fulfill your order. AHPCS will ship upon receiving the back ordered items from the manufacturer. There are occasions when an order may need to be shipped directly from the manufacturer. When an item is on back order, we are available to review your order and help identify a comparable product substitution.

Q. Can I request a specific brand?

A. Brand requests are typically honored if the products are stocked by AHPCS.

Q. Do you stock any advanced wound care supplies?

A. Yes, we stock a variety of wound care dressings and supplies from the wound care industry’s leading manufacturers. Our product specialists are available to answer questions about wound care products and insurance guidelines.

Q. What if I have questions about how to effectively use the product I ordered?

A. Be sure to consult with your physician or healthcare provider with questions regarding specific usage and care directions. Your physician or healthcare provider may suggest you speak with one of AHPCS’ wound, ostomy and continence (WOC) nurses. These professionals are available to offer support to patients, caregivers, case managers and clinicians in product selection and treatment protocols with a goal of improving outcomes.

Q. Who pays for shipping of supplies to patients?

A. There is no charge for standard shipping. Most orders are shipped via United Parcel Services (“UPS”). Expedited shipping is available at an additional charge.

Q. Can products be returned?

A. In the event that we have mistakenly provided the incorrect product, quantity or size, the following steps will be taken:

Our goal is provide you with the product(s) that you need. We ask that when your product(s) arrive, you immediately inspect the contents of the package to make sure they meet your expectations. If your package has any discrepancies, shortages or damaged items, please contact us at 888.239.2990 within five (5) days of receipt. AHPCS will replace damaged or defective items and will credit these product returns.

Product returns that occur as a result of patient or client error will be considered on a case-by-case basis; however, the following limitations apply and in some cases, restocking fees may apply:

• You must obtain a Return Authorization by calling 888.239.2990 within five (5) days of receipt of the order.
• The product must be returned at your expense in unopened, resalable packaging.
• The items must be returned within fifteen (15) days of the Return Authorization Date.
• With limited exceptions, prescriptions are not typically returnable.
• Custom products are not returnable. Not all non-stock products are returnable.