Best Practices for Managing Your HME Back-Office Operations

Our most recent webinar has Prochant’s Chief Revenue Officer, Joey Graham, meticulously covering ideal practices for managing your HME back-office operations. The presentation also discusses how to maximize production and quality from your team, resulting in constant growth and development. See below for a presentation breakdown. Scroll further to watch and listen to the free webinar.

The back office concentrates on order confirmation, billing, collections, and cash posting. The primary focus of the front office is handling everything that takes place before a product gets shipped to a patient. This presentation consists of two main parts:

Part 1: Setting Yourself Up for Success

Part 2: The Back Office WorkFlow: Tips, Tricks, and What to Avoid

Part 1: Setting Yourself Up for Success

This section of the webinar provides an inside look at constructing a strong foundation that enables you to build a scalable revenue team.

  • Gain a deep understanding of your company's strengths and weaknesses. 
  • Review the key performance indicators (KPIs) Prochant believes are crucial to a successful revenue cycle and their benefits. 
  • Learn how to hire the right help and the best onboarding practices to get new employees up to speed as soon as possible. 
  • Receive suggestions on how to enable your teams with the correct tools and how to use them to gain traction in the industry.

Part 2: The Back-Office Workflow: Tips, Tricks, and What to Avoid

This section describes HME revenue cycle management (RCM) back-office operations.

  • Order Confirmation: Learn about this step and six important factors relating to it. In Prochant’s opinion, Order Confirmation is the first step of the back office. 
  • Hold Management: Learn the various types of holds and which particular abilities your team members must possess. 
  • Claims Transmissions: Learn how to get claims out the door.
  • Front End Rejections: Learn about rejection analysis and prevention.
  • Cash Posting: Learn how to develop a properly staffed, well-oiled machine.
  • Denial Management: Learn about the proper amount of time to work all denials to prioritization. 
  • A/R Management: Learn about eight key factors to do with Accounts Receivable Management
  • Special Processes: Learn about the various special processes the back office is responsible for.

This webinar is chock-full of useful and applicable information your HME company can start implementing immediately. Access Joey's free one-hour presentation detailing solutions regarding overworked employees, accelerating the onboarding process, and repairing subpar KPIs below.


Prochant has a proven track record of helping HME and pharmacy providers meet their financial goals. Our scalable solutions, years of experience, and advanced technology provide best-in-class results to the healthcare community. Headquartered in Charlotte, North Carolina, our client base includes national pharmacy and HME providers and health systems.