+ GENERAL QUESTIONS
What are PHS's business hours?
Access to your online ordering account is available 24/7. You may speak to a Customer Service Representative Monday through Friday from 8:00 a.m. to 5:00 p.m. CST. Our office is closed on New Year's Day, Memorial Day, the Fourth of July, Labor Day, Thanksgiving Day as well as the Friday following Thanksgiving, and Christmas Eve and Christmas Day.
What types of supplies are available from PHS?
PHS carries supplies in the following categories:
- Infection Control
- Ostomy/Urological/Bowel Management
- Wound Care
Why might my order be delayed?
A PHS Customer Service Representative will contact you if your order will be delayed. There are several reasons this might happen:
- We are in the process of verifying your insurance
- We are in the process of obtaining a physician order for something you've ordered
- You have ordered something not covered by insurance and we are waiting to receive your Advance Recipient Notice of Non-Covered Service form
- We are waiting for a Prior Authorization from your insurance company
- The item you ordered is a non-stock item
- You are a guest (first-time shopper) and do not have a PHS patient tied to your account. A customer service representative will contact all first-time shoppers to setup the account and get payment information.
What does it mean if a product is a non-stock?
This means the product is not routinely stocked in our warehouse. We need to order this supply for you when you request it. It can take 7 to 10 days for us to receive the product, so it is important to plan ahead if your patient routinely receives a non-stock item.
Does PHS carry supplies for adult patients as well as pediatric patients?
PHS carries some supplies for adult patients; however our team specializes in caring for children and adolescents.
Where can I donate my unused supplies?
There are many charitable organizations that will accept your donation, including Global Health Ministries, a non-profit organization that provides supplies and equipment to those in need around the world.
Does your company comply with any standards of care or have any licenses?
PHS is accredited by The Joint Commission, has a Home Care license, is a member of the Professional Home Care Coalition, and the Midwest Association for Medical Equipment Services.
How long has your company been providing pediatric home care?
PHS started January 1, 1990. Wde have served medically complex children and adolescents of all acuity levels and have established a nationally recognized reputation for excellence.
Do you have ordering options for non-English speaking patients?
Non-English speaking customers may call PHS at 651-642-1825 or 800-225-7477 to place orders. Our Customer Service Representatives will arrange for the appropriate translator.
+ ACCOUNT SETUP AND MANAGEMENT
Who can register for an online ordering account?
There are three types of online user accounts:
- Responsible party - the person who receives the care, the parent or guardian of the person who receives the care, or another person who is responsible or has agreed to be responsible for payment of any changes incurred in connection with the care
- Secondary caregiver - individuals who will be ordering on the patient's behalf. After being granted access by the responsible party, the secondary caregiver will have the ability to reorder supplies for the patient.
My patient is a current PHS customer. How do I register for an online ordering account?
To register as a responsible party, you will need:
- Your name, personal contact information and email address
- Your patient's name, date of birth, ZIP code and Medical Record Number (MRN)
If you don't have your patient's MRN, don't worry. You can call PHS at 651-642-1825 or 800-225-7477 and one of our Customer Service Representatives will be happy to help. Or you can set up an account and add your patient later.
To request access and register as a secondary caregiver, you will need:
- Your name, personal contact information and email address
- The Responsible Party's email address for each patient
- The patient's MRN
I am new to PHS. How do I register for an online account?
If you are new to PHS we can help get you started. Call PHS Customer Service at 651-642-1825 for more details.
Can someone else order my patient's supplies for me?
Yes! The Responsible Party can authorize other caregivers and relatives to order on your behalf. This can be done through your online ordering by going to My Account, Patient Information and selecting ADD A USER.
I forgot my password
Please provide your email address on the Login page and then click on the Forgot your Password? link. Once you have answered the security question, we will email you a link to reset your password. When you click on that link, you will be prompted to create and confirm a new password. With your new password you will be able to log in to your account.
I forgot the email I use to sign in to my account
Please call 651-642-1825 or 800-225-7477 and a Customer Service Representative will help you.
+ DOCUMENTS AND FORMS
What is the difference between a physician's order and an SMN?
A Statement of Medical Necessity is a detailed order signed by your physician that identifies the medical necessity of a product and the quantity needed. Almost all of our products require a physician's order prior to us dispensing them to you.
What is an Advance Recipient Notice of Non-Covered Service?
An Advance Recipient Notice of Non-Covered Service states that you will pay for the product in the event that your insurance will not cover the product/services. We require you to sign this waiver when ordering a product NOT covered by your insurance plan or when ordering a product that will likely be denied by your insurance. Please contact PHS Customer Service at 651-642-1825 or toll free at 800-225-7477 to complete the waiver process. You will then be able to purchase the product with a credit card. We will ship the applicable supplies once we have received the signed waiver and your payment.
What is a Prior Authorization (PA) and why is it needed?
A Prior Authorization (PA) is an extra step that some insurance companies require before they decide if they want to pay for your supplies. Most often, the insurance company requires that we send medical documentation explaining the need (medical necessity) for certain products. After reviewing this supporting documentation, the insurer determines if they will pay for the product. It can take anywhere from two weeks to 30 days for the insurance to determine an outcome. The policyholder can call the insurance company to see if it can speed up the process.
You can receive the product before the outcome of the PA, but an Advance Recipient Notice of Non-Covered Service would need to be signed, stating that in the event the insurance denies the item you will be financially responsible for that item. You can appeal a denial with your insurance company. If you don't appeal and you have already received the item, we would bill you privately for it.
We will call families with the outcome of the PA.
What is the Home Patient Agreement?
The Home Patient Agreement is a document you must sign if we provide a product to you. By signing this form, you agree that you are aware of your rights and protections, and you agree you must pay for anything your patient's insurance does not cover.
Signing this agreement also means you allow us to share necessary health information with those involved with your patient's care plan and to directly bill and receive payment from your patient's insurance plan(s). Your acknowledgement that you have read and agree to the Terms and Conditions when registering for an online account will serve as your electronic signature.
What is the HIPAA Notice of PHS Privacy Practices?
This Notice describes how protected health information about a patient may be used and disclosed and how you can get access to this information. Please review this notice carefully when registering for an online ordering account.
What are the Terms and Conditions?
The Terms and Conditions are rules for using the PHS online ordering system. You will be asked to acknowledge that you have read and agree to the Terms and Conditions when registering for an online account.
+ ORDERING SUPPLIES
Do you do automatic orders/shipments?
PHS cannot automatically ship orders to the home without first confirming with you that all items and quantities are medically necessary.
How do I place an order?
Complete an inventory of your on-hand supplies, using your patient's online supply list as a guide. Identify exactly the products you need and determine how much you need to order for the month. Place your order in time to allow for delivery by:
- Going to the Supply List and Order History page
- Enter the quantity you would like to order and add to cart
- Once all supplies have been added to your cart, click on your shopping cart and enter your shipping and billing information to complete your order
- We deliver routine local orders in 3-4 business days. Delivery of products that we do NOT keep in our warehouse takes 7-10 days.
Out of state deliveries can be unpredictable. Please allow for a minimum of 5 days for out-of-state deliveries within the continental United States.
How often can/should I order?
Families can order up to two deliveries each month (excludes pharmacy orders). Orders will arrive within three business days.
Should I place my order by a certain time?
Orders placed online will be processed during our regular business hours - Monday through Friday from 8 a.m. to 5 p.m. CST.
I need a new product I have never ordered before. What needs to happen in order for me to get it ordered and put on my supply list?
Call us at 651-642-1825 or 800-225-7477 to get a new product added to your supply list. It will be shipped once we get a prescription (if needed) and verify insurance coverage. Any items ordered from your current supply list will be shipped as usual.
Why do I need a doctor's order for most items?
The U. S. Food and Drug Administration (FDA) determines medical supplies that require a physician's prescription. We need your prescriptions on file in order to legally distribute these supplies to you.
What options do I have for ordering supplies?
- Set up an online ordering account
- Fax orders to 651-638-0680
- Call and speak with a Customer Service Representative at 651-642-1825 or 800-225-7477
- Mail your order to PHS at 2800 Cleveland Av. N., Roseville, MN, 55113
What do I do if my order isn't correct?
Call PHS at 651-642-1825 or 800-225-7477 and speak with a customer service representative as soon as you notice the error. We will make arrangements to correct the error.
+ BILLING AND INSURANCE
What insurances will PHS accept?
We are able to provide services for the majority of Minnesota insurance companies. However, some insurance companies require that you use a preferred in-network provider. The best way to determine if we meet your specific needs is to speak with one of our Admissions Specialists in Customer Service or call your insurance company. We will verify insurance coverage for out-of-state insurance companies. Blue Cross Blue Shield patients: We cannot provide you supplies if they are shipped somewhere other than Minnesota, North Dakota, South Dakota or Iowa.
Do you take Medicare?
Unfortunately we do not accept Medicare.
What do I need to do if my patient's insurance changes?
The Responsible Party can submit insurance change information through your online ordering account on the My Account - Personal Information page. You can also contact a PHS Customer Service Representative or Billing Representative with this information.
What if my patient's does not have insurance?
PHS offers a discount on our retail price shown online for customers paying privately.
How many supply items will my insurance cover?
Generally, insurance providers will allow a patient to receive medically necessary quantities sufficient to last for one month. The online ordering system will alert you if you've exceeded your quantity limit.
Why can't we order what the insurance allows?
Your insurance may set a maximum quantity for an item. However, it may not be medically justifiable for an individual patient to receive that quantity.
Can you tell me if a specific product is covered?
The majority of the time we can let you know if your insurance will likely cover the product in question. If you have specific questions regarding the coverage, it's best to contact your insurance company for assistance.
Why won't my insurance cover the product?
Every insurance policy is different. Some insurance policies only cover a portion of the cost of a supply or service. Some items may not be covered under that policy at all. The insurance company determines what or how much a product will be covered under your specific policy.
I need a larger quantity limit of an item that is being allowed. What can be done?
Feel free to discuss your concerns with a PHS Customer Service Representative at 651-642-1825 or 800-225-7477. Be prepared to give specific information relating to the usage of the product (frequency of usage, medical conditions, and medical justification).
Why are there limits on certain items?
Many payers limit quantities of items based on what they have determined to be "medically necessary." Your physician has signed a document called a Statement of Medical Necessity (SMN) for the items you receive. The SMN specifies the required quantity for each specific supply you receive.
Do I need to pay you up-front since I have a deductible?
Not for items covered by your insurance. We will bill your insurance first and then send you a statement listing the amount that is your responsibility. You will, however, be required to pay for non-covered items at the time you place your order.
When ordering supplies, what will my out-of-pocket expense be?
Your OOP expenses will depend upon the deductible and copay set by your insurance plan.
I've never had to pay co-insurance before. Why am I being billed for it now?
Frequently, benefit levels for medical supplies are different than your Major Medical coverage. You may have a 20% or more co-insurance for your medical supplies under your Durable Medical Equipment (DME) coverage. If you do not have secondary insurance, you will be responsible for that co-insurance amount.
My ex-spouse is responsible for my patient's medical bills. Why are you not billing him/her?
Due to patient privacy laws, PHS must send all correspondence, including invoices, to the person listed as the Responsible Party on the initial set-up forms.
My physician has ordered this product/service. Why is my insurance company not paying for it?
Unfortunately, a physician's order is just one of the criteria required for insurance reimbursement. Neither PHS nor your physician can guarantee coverage of supplies by your insurance. We highly recommend you contact your insurance carrier directly to clarify your benefits. Many insurance companies have medical necessity criteria that must be met - criteria that cannot be determined until the claim has been processed.
How do I pay my bill?
You can pay your bill with MasterCard, Visa or personal check. Non-covered items can be paid for with MasterCard or Visa when you place your order.
I can't pay my bill. What do I do?
Please contact anyone in the Billing Department at PHS 651-642-1825 or 800-225-7477. We'll be happy to make payment arrangements.
Why has it taken so long for me to receive a bill? Can I still submit it to my copay and out of pocket expenses to my Health Reimbursement Account (HRA) and Flexible Spending Account (FSA)?
PHS does not bill for co-insurance or deductible amounts until your insurance company has correctly processed the claim we sent them. Sometimes, especially if there is some dispute with the claim, this may take several months. Contact your HRA and FSA administrators to determine if your payment is eligible for reimbursement.
I have a defective supply. What should I do?
Contact a Customer Service Representative at 651-642-1825 or 800-225-7477.
What is the warranty and what should I do with the defective supply?
Product warranties vary from product to product. If you believe a product is defective, DO NOT throw it away. If possible, keep all packaging and contact PHS Customer Service to discuss.
What is your return policy?
Due to infection control concerns, supplies that have been shipped cannot be returned to PHS for a refund.
Will PHS ship out of the country?
Due to international security requirements and customs delays, PHS does not ship supplies outside the USA.
Will PHS ship to a different location?
Yes, PHS can deliver your supplies to another location (day care, school or alternate delivery address) upon request. The Responsible Party can add alternate delivery addresses through the patient's online ordering account. You can also speak with a Customer Service Representative.
Do you ship to a vacation location?
Depending on insurance regulations, PHS can ship disposable supplies to your travel destination in the United States (except Hawaii and Alaska). Providing at least one week's notice allows PHS to ensure availability of supplies and timely delivery to the requested destination. Contact a Customer Service Representative if you need assistance ordering supplies for vacation.
BCBS patients: We cannot provide you supplies if they are to be shipped somewhere other than Minnesota, North Dakota, South Dakota or Iowa.
Can you tell me if my item on backorder has shipped?
Your PHS Customer Service Representative should be able to let you know the status of your backorder. However, you may be asked for a call-back phone number so that proper research may be completed.
I need the product I ordered today. What are my options?
- You can stop by our office during regular business hours (8 a.m. to 5 p.m., Monday through Friday) to pick up any urgently needed, regularly stocked supplies. We recommend calling ahead to ensure product availability. We are located in Roseville, right off of 35W, between County Road C & County Road D.
- Formula may often be purchased over-the-counter in small quantities until your order arrives.
- Some items may be washed and reused, or a readily available alternative may be used temporarily. Please ask to discuss your situation with a PHS clinician.
Can I pick up an order at PHS?
Yes, during regular business hours between 8 a.m. and 5 p.m., Monday through Friday.
Do you charge for shipping?
No, PHS does not charge for standard delivery of supply orders.
How long will it take to receive my order?
Orders placed online after normal business hours (8 a.m. to 5 p.m. CST) will be processed the following business day. We deliver routine local orders in 3-4 business days except in cases of severe weather. Delivery of products that we do NOT keep in our warehouse takes 7-10 days.
Out-of-state deliveries can be unpredictable. Please allow a minimum of 5 days for out of state deliveries within the continental United States.
Can Customer Service tell me what time of day my shipment will arrive to my home?
Unfortunately for deliveries shipped via a delivery service, packages will arrive based on the driver's route. If you need an order to arrive at a specific time, consult with a PHS Customer Service Representative to discuss delivery options.
How many days ahead do I need to call in order to receive my shipment when I need it?
For local deliveries, and to allow for weather and other unforeseen circumstances, we advise you place your order when you have about a 4-to-6 day supply remaining. Non-stock items (items PHS does not keep in our warehouse) will require more planning. We advise you to call when you have 10 days of product remaining.
Do you ship over the weekend?
Unfortunately, no. PHS uses standard delivery services that operate Monday through Friday. To ensure delivery of your order by Friday, please place your order by Tuesday. Orders received Tuesday, typically will not be delivered until the following Monday or Tuesday.