Virtual Assistants · Health / DME
A Managed VA & Back-Office Team for a Medical Equipment Supplier
Durable Medical Equipment, Health
Dedicated Team
Back-Office, Customer Support, Virtual Assistan
THE CHALLENGE
Rapha Care Solutions, a US DME supplier, was managing a heavy, sensitive back office — insurance verification, eligibility checks, order processing, and patient support. Their small team could not scale order volume without errors slipping into insurance claims, and patient calls needed fast, compassionate responses.
OUR SOLUTION
Innosync placed a dedicated VA-led team running the full order-to-fulfillment back office — verification specialists confirming eligibility, a support professional handling patient calls, and a VA managing order entry and the online store. One manager owned the account. Innosync AI flagged incomplete documentation before claims were submitted.
Patient inquiry and pricing response
Claim rejection rate via documentation checks
Order-to-fulfillment turnaround
FULL RESULTS
Verification turnaround dropped, claim rejections fell, and patients received same-day, compassionate support. The internal team was freed to focus on supplier relationships and product expansion instead of chasing paperwork.
“In DME, one missed insurance detail means a denied claim and a patient left waiting. Innosync gave us a dedicated team that treats verification and patient care with the seriousness it deserves. Our rejections dropped and our patients are happier.”’
Sarah Whitfield , Operations Lead , Rapha Care Solutions
