Lash Group uses a unique case management approach to maximize customer service and meet patients' and providers' needs.  Its defining feature combines core transactional services like enrolling patients in an assistance program with multifaceted ones like reimbursement consulting.  In our view, this approach is ideal for patients requiring a range of services over time, as well as for those with chronic diseases who face limited coverage and complicated reimbursement issues.  We can also modify services to accommodate patients and providers needing assistance with acute care products.

Basically, Lash's approach to case management means one-stop shopping.  Here's how it works.

Callers—providers, patients, manufacturers, and others—are assigned one reimbursement counselor who fields their questions and furnishes whatever services they need.  By contrast, most other patient assistance programs use several customer service operators to handle and transfer callers.  The Lash approach consolidates:

• inquiry management
• payer research and insurance verification
• prior authorization
• appeals strategies for denied claims
• payer advocacy

Lash also uses toll-free numbers structured so that patients, providers, and other callers can contact their reimbursement counselor directly.  Among the pluses of this approach are enhanced customer service, improved relations with providers and patient populations, and consistent and thorough follow-up in the processing of inquiries.