Frequently Asked Questions

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Billing Questions

Do I have to have a prescription to get supplies from you?

You do not need to have a prescription to purchase supplies from us, but if you want to have your insurance billed, then we always need a physician's order, and depending on your insurance carrier, we may need additional physician notes. However, a physician's order does not guarantee that your insurance will cover the item. There are many services that insurance will cover. Remember that we can check for you to see if a service may be covered by your insurance company.


If I have a prescription and was told by my insurance company it would be a covered item, why is more information is still needed?

Many insurance companies will tell you that something is covered when you call to inquire. What they may not tell you is that even though the item is covered, certain criteria need to be met. Insurance companies require a physician's order, but depending on the product they may also require notes from physician visits, therapy notes, nursing notes, etc. When we receive a request for products, we will check with your insurance company to find out what information will be needed. We will then do our best to obtain the required information. If you cannot wait for us to obtain the information, you have the option to pay for the product, and your insurance will be billed on your behalf when (and if) the information is received. You will then be paid back directly from your insurance company, or we will refund you if the payment is made to us.


Why did I get another bill from you when I paid my co-insurance at the time of my visit?

NCMS collects co-insurance payments at the time of the visit, but sometimes there is an unmet deductible that we weren't aware of at that time. In that case, we would send you a bill for the balance of your deductible payment.


Why do I have to rent this item if I want my insurance company to purchase it?

The decision as to what can be rented or bought is made solely by your insurance company, not by NCMS. The decision is subject to your insurance company or your specific policy. Our Billing Department will help you with rent or purchase options. We can explain the choice your insurance company made and how your coverage will work.


What do I do if I want to stop purchasing my oxygen?

Because oxygen is a prescription item, we will need to get an order from your physician for you to start or stop using it. If we can't get the physician to give an order, we would need to have you sign an Against Medical Advice Form before we could discontinue your oxygen.


What will I need to pay when I pick up my order?

Our billing staff is trained to examine your insurance policy and calculate what you owe based on your deductible and co-pay requirements. We will do our best to let you know up front what you will owe. Nothing is final until your claim is actually paid by your insurance company.


Will my insurance company cover a breast pump?

With some exceptions, many insurance companies will cover a breast pump. Contact our billing department and we can check with your insurance company.

Product Questions

What is "DME?"

DME stands for Durable Medical Equipment. DME is defined as any equipment that:

  • can withstand repeated use
  • is primarily and customarily used to serve a medial purpose
  • generally is not useful to a person in the absence of illness or injury
  • is not worn in or on the body
DME includes many products such as blood glucose monitors, hospital beds, and oxygen concentrators.

Do you have the product I need in stock?

We stock many varieties of products and are able to source numerous additional products. However, we may need to special order your product depending on the size, color, or type you need. If your item needs to be special ordered, we will do our best to give you an accurate estimate of the time it will take to get your product in and the related costs.


How often should I charge my power chair/scooter batteries?

You should fully charge your batteries after each use in order to get the maximum life out of your batteries. You should also not allow the batteries to sit for an extended length of time after discharge.


Can I keep my power chair/scooter plugged in all the time when I'm not using it?

It's dependent on the make/model of the chair, but as a general rule of thumb, you should only charge your equipment when needed and then unplug it after it's fully charged.

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