Invacare Supply Group Contract for Incontinence Supplies Frequently Asked Questions
1. When will providers begin purchasing these products from ISG under the new Program?
This contract is exclusive and product must be purchased thru ISG for MaineCare reimbursement
The new contract with ISG is scheduled to begin August 1, 2009 and runs for two years with the option for 2-one year renewals.
Orders are delivered within 3 shipping days. Accounts will need to be set up with ISG prior to placing an order. This will take approximately 24 hours.
2. What items are included in the list of approved products?
See attached list.
The attached formulary includes all products that MaineCare accepted as allowable under the new MaineCare Incontinence program. Any products requested that are not listed on the approved formulary will require prior authorization.
3. What are the ISG shipping costs for the MaineCare Incontinence Program?
In-stock shipment directly to one dealer location is free on orders exceeding $1000.00. Patient direct home delivery orders shipped by ISG will be charged a flat fee of $12.00 per order. A $.50 fuel surcharge will be added to all home delivery orders to cover a portion of the fuel surcharge currently charged by FedEx/UPS. There will be no additional freight cost for any added non- incontinence products shipped. Orders shipped to other than a patient’s home, including group homes, assisted living facilities, and long term care facilities will be charged a flat bulk rate of $50. An additional $15 fuel surcharge will be temporarily added to all such deliveries to cover a portion of the surcharge currently charged to ISG by freight carriers.
4. How should dealers address inventory on hand for product that is no longer on the MaineCare formulary
A 60 day grace period will be provided for MaineCare dealers to eliminate current inventory of product that no longer is included in the formulary. However due to MaineCare’s system limitations, only one reimbursement amount per T-code can be assigned. Therefore the new reimbursement amount will be assigned to submissions after the August 1 implementation date for the new program.
5. Are other than incontinence products offered for MaineCare members?
Other products are available to MaineCare members at specified MaineCare contracted prices on the DME program, but these are not included as part of this Incontinence program.
6. What if an item is out of stock?
ISG will not automatically substitute product that is out of stock. ISG has 5 warehouses that product can be accessed to fulfill shipments for product not available in the default warehouse. Product will still typically arrive in a 72 hour period from the point of shipment. ISG performs extensive weekly analysis of product usage to determine sufficient inventory levels. However new programs such as this may experience periodic shortages due to new product being added to the formulary and other product no longer being included in the program. This may cause stock issues early on as purchasing trends are established that help to better maintain sufficient stock levels for all products now included in the program. Forecasting of product usage is recommended to ensure our Providers’ needs are met.
There are times when a product is out of stock due to manufacturer backorder. In this case ISG will work with the provider to offer an alternative that best meets their needs.
7. How are returns and shipment issues handled?
Items may be returned using the following guidelines: a. Returns are accepted for full credit within 30 days from the date of purchase. A minimum 15% restocking will be applied to returns over 30 days from the date of purchase. Merchandise returns are not accepted after 60 days from the date of purchase b. Please contact our Customer Service Department at 800-225-4792 and select option 6 to obtain a Return Authorization Number. A Return Authorization is valid for 10 business days from the date of issue. A return without a Return Authorization Number will not be accepted. Returned merchandise must be in the same unit of measure, original packaging and in resalable condition. c. Product shortages must be reported within 48 hours from receipt of the order. Common carrier deliveries must be counted upon arrival and shortages must be documented on delivery receipt. d. Special orders, sterile products and products made unsalable once opened are not returnable.
8. How do I establish an ISG account?
ISG has been the distributer for this Incontinence program for the past 5 years and most if not all MaineCare Providers have an ISG account. If not already an ISG account, setting up an account is easy and requires a quick call to ISG Customer Service at 800-225-4792.
9. What else does Invacare offer?
For more information about Invacare’s products, feel free to visit their website at www.invacaresupplygroup.com .
10. How do I place an order?
By Fax: 508-482-0202 By Phone: 1-800-225-4792 Website: invacaresupplygroup.com EDI orders are also accepted-please work with your ISG sales rep to implement
11. How are payments made?
ISG offers open account purchases subject to account terms and satisfactory credit references. Payment can also be made by credit card or check. Please contact your ISG Territory Account Manager to establish terms for new accounts at 800-225-4792.
12. Are product samples available?
Product samples are available for most products at no charge by contacting your ISG Territory Account Manager at 800-225-4792.
13. Is product training available?
Product training can be made available to you and your staff thru our vendor representative network. Your ISG Territory Account Manager would be pleased to coordinate the setup of this program with the designated manufacturer upon request.