Durable medical equipment orders
How do we turn a durable medical equipment order into a complete package with the documentation of need, the signed order and the coverage, sent to the supplier with the authorization?
Build the package the supplier and the payer will accept before the order leaves. When a provider orders equipment (oxygen, a wheelchair, a hospital bed, a CPAP, diabetic supplies), Callvu prefills the order from the EHR (the patient, the coverage, the diagnosis, the item and its codes, the ordering practitioner), classifies the payer's coverage rules for that item (the face-to-face encounter, the written order elements, the medical necessity documentation, the prior authorization where required, the supplier network), chases what is missing from the practitioner (the signed standard written order, the encounter note with the findings the policy names) and from the patient (the preferred supplier, the delivery details, the signed acknowledgment), submits the authorization where needed, and sends the complete package to the supplier with the authorization and writes the order status to the EHR.
In scopeComplex: multi-party handoffsCallvu moves: prefill, chase and verify, write back
Last updated November 7, 2026.
The problem today
The wheelchair order bounced between the clinic and the supplier four times over the face-to-face note, while the patient waited at home.
Equipment orders fail on paperwork. The supplier cannot bill without the standard written order with its required elements, the face-to-face encounter note dated inside the window, the medical necessity documentation the policy names, and the authorization where the payer requires one. The clinic sends a prescription; the supplier sends back a request for the rest; the practitioner signs what is put in front of them; the patient waits.
The payer coverage rules for equipment are explicit: Medicare's standard written order elements and the face-to-face requirement for the listed items, the local coverage determinations with the documentation each item needs, the prior authorization program for certain items, and the supplier standards; commercial payers mirror them with their own lists and authorizations. The order is a package, and the package has a checklist per item.
An order that leaves complete is equipment delivered this week, not next month.
How it runs
From the requestto the system of record.
A practitioner orders durable medical equipment or supplies in the EHR, or a discharge plan requires equipment at home. Callvu opens the order package.
- Ordering practitioner
- Signs the standard written order and supplies the encounter documentation the policy names.
- Patient or caregiver
- Chooses the supplier where there is a choice, confirms delivery details and signs the acknowledgment on their phone.
- Supplier
- Receives the complete package with the authorization and schedules delivery.
- Callvu
- Prefills, classifies the coverage rules, chases, submits the authorization, sends the package and writes back.
Prefill and classify
The order is prefilled from the EHR (the patient and coverage, the diagnosis codes, the item and its procedure codes, the quantity and length of need, the ordering practitioner and their identifiers); the payer and the item classify the coverage rules: the standard written order elements, whether a face-to-face encounter within the window is required, the medical necessity documentation the policy names (for example the mobility evaluation for a power wheelchair, the sleep study for a CPAP, the oxygen saturation testing for oxygen), whether prior authorization is required, and the supplier network and competitive bidding rules.
Chase and verify
The standard written order is generated from the order for the practitioner's signature with every element, the encounter note is checked for the date and the findings the policy names and chased from the practitioner through their inbox task where missing, the patient or caregiver is asked on their phone for the supplier choice, the delivery address and contact, and the acknowledgment or the assignment of benefits the supplier requires; each document is read and checked against the item's checklist.
Authorize
Where the payer requires prior authorization for the item, the request is submitted with the package through the prior authorization process and tracked; a denial or a request for a different item goes to the ordering practitioner in the Decision Desk with the payer's reasons and only the allowed outcomes.
Send and write back
The complete package (the signed order, the documentation, the coverage and the authorization) is sent to the supplier through its channel, the supplier's acceptance and the delivery date are captured, the order status with the supplier, the authorization and the delivery are written to the EHR, and the patient is told when the equipment arrives.
Where it ends: The equipment order left as a package the supplier and the payer accept, with the signed order, the documentation and the authorization, and the EHR holds the status through delivery. The Decision Trace shows the coverage rules, the checklist and any decision; the Audit Trace shows the chases, the authorization and the supplier's acceptance with time.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
The EHR order; the practitioner's inbox for the signature and the note; the patient's phone for the supplier choice and delivery details.
The back office
The supplier receives complete packages; the clinic stops fielding supplier call-backs.
The Decision Desk
- An authorization denial or a payer request for a different item goes to the ordering practitioner in the Decision Desk with the payer's reasons and only accept the alternative, appeal, or revise the order.
Proof
In scope.Proof at scale, not one process at a time.
The kind of process Callvu runs in production for customers in this industry. Ask for a reference on this exact process. The results below are the industry's published proof; each claim code links to its record on agents.callvu.com.
23 hospitals in the Ministry of Health network run on Callvu.
Across Callvu customers
More than 1,000 processes are live across Callvu customers.
Across Callvu customers
Questions
What buyers ask next,answered plainly.
What must the order contain?
The standard written order elements the payer requires (the patient, the order date, the item, the quantity, the practitioner and their signature), generated from the EHR order for signature, plus the encounter note and the medical necessity documentation the item's policy names.
When is prior authorization needed?
For the items on the payer's required list; the classification knows, the request is submitted with the package, and delivery waits for the affirmation.
Can the patient choose the supplier?
Where there is a choice within the payer's network and the bidding rules, the patient chooses on their phone, with the delivery details captured once.
Related processes
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