What Patients First Means in Action: Advocating for Patients Through Every Step of Care

After a patient’s CPAP device stopped working, they were left struggling to sleep while waiting for their insurance payer to approve and process their replacement CPAP. Performance Home Medical Account Representative Therian Smith was alerted that the patient had been waiting for approval and immediately reached out to see how he could help.

What initially appeared to be a straightforward issue quickly became a more complex situation requiring extensive coordination, multiple follow-ups, and ongoing communication to help move the order forward. Therian worked closely with the patient and the payer, clarifying next steps, escalating concerns when needed, and providing updates throughout the process to ensure the patient felt supported.

After continued persistence and collaboration, the approval was successfully resolved, and Therian immediately moved the order to scheduling and setup. Because the patient had been without therapy and struggling to sleep, Sleep Equipment Specialist Amanda Escobar scheduled a same-day setup to help the patient resume therapy as soon as possible. Within a short time, Amanda was at the patient’s home delivering and setting up the equipment.

The patient shared how overwhelming the experience had been and became emotional while expressing gratitude for the responsiveness, compassion, and support they received throughout the process.

Moments like these are what Patients First looks like in action — staying engaged, advocating for patients through challenges, and doing everything possible to help ensure they receive the care and support they need when it matters most.