Did you know?
- Since 1991, The SCOOTER Store has provided freedom and independence to more than 450,000 senior and disabled Americans.
- The SCOOTER Store has worked with over 150,000 physicians since 1991. That's an average of two prescriptions written per doctor in fourteen years.
- The SCOOTER Store has nine internal quality checkpoints that exceed Medicare's established guidelines.
- Only 13% of all inquiries become a final sale with The SCOOTER Store.
- The SCOOTER Store works with major insurance and Managed Care carriers across the country.
- The SCOOTER Store personally delivers, evaluates, and fits every power chair for Medicare beneficiaries and Managed Care members.
- The SCOOTER Store has a customer satisfaction rate of 97%.
Company Overview
The SCOOTER Store has several teams dedicated to government relations issues.
Medicare Compliance
This team, which includes one full-time Medicare Compliance Officer, reports directly to The SCOOTER Store's executive team regarding the results of random customer file audits, telephone monitoring results, and regulation compliance. Additionally, Medicare Compliance handles the resolution and reporting of Medicare-initiated beneficiary complaints, maintains all supplier numbers and ensures adherence to the 26 Supplier Standards published by Medicare's National Supplier Clearinghouse (NSC).
Research
The SCOOTER Store's team of researchers analyze industry positions, legislative, regulatory and health policy issues relating to corporate proprietary interests, and counsel company management on commensurate corporate strategy. This team actively seeks and identifies resources for study such as grants, demonstration projects, or funds from various sources.
Additionally, our researchers monitor the Web sites of trade/legislative/healthcare associations, universities, healthcare manufacturers, government and other allied groups in order to influence legislation, public policy initiatives, and maintain corporate regulatory compliancy.
Claims Review
The Claims Review team provides a complete review of every customer file prior to mobility equipment delivery and billing. They also handle all Physical Therapy Evaluations processed to support these customer claims.
Medicare/DMERC Policy
The Medicare/DMERC Policy team fosters and maintains relationships with CMS and the individual DMERCs, administers all claims, Additional Documentation Requests from Medicare, informal reviews, fair hearings, and Administrative Law Judgment hearings.
The SCOOTER Store Employees are "Employee-Owners"
Walker Institute ranked The SCOOTER Store as having the highest level of employee loyalty and satisfaction of any company it has ever tested. Honored by FORTUNE Magazine as one of the Top 100 Places to Work in the nation, all employee-owners of The SCOOTER Store are participants in the Employee Stock Ownership Plan, owning 40% of the company.
Our Focus on The Customer
Our Customer Care Department has seven dedicated employee-owners who are each empowered to "do anything, at anytime for any customer to resolve any situation." Each month, The SCOOTER Store receives 1,000 inbound customer requests and attempts to complete follow-up satisfaction surveys with 100% of customers within 10 days of every mobility solution delivery. For those that are not contacted by phone, a survey card is sent via mail to ensure there is an opportunity to provide feedback on our company.
Service and Repairs
The SCOOTER Store is committed to old-fashion values—like service.
The SCOOTER Store's Service and Repairs Department has almost 300 Mobility Managers, who travel to over 13,000 in-home customer visits each month, helping our customers to stay mobile. We travel to all 48 contiguous states plus Puerto Rico, using our own service vehicles. Each vehicle is clearly identified with The SCOOTER Store's logo and stocked with supplies to facilitate the repair process. The SCOOTER Store handles over 10,000 telephone calls requesting service and completes over 5,500 in-home repair requests a month.
