American HomePatient Customer Service: Complete, Practical Guide for Patients and Caregivers

Overview and What to Expect

American HomePatient (a national durable medical equipment provider) operates customer service to manage clinical intake, delivery, billing, and technical support for home medical equipment such as CPAP/BiPAP devices, oxygen systems, mobility aids, and wound care supplies. The customer service function is the primary touchpoint for scheduling deliveries, verifying prescriptions and insurance coverage, and arranging repairs or replacements. Patients should expect structured workflows: intake → verification → delivery/installation → post-delivery follow-up.

Typical turnaround targets in this sector are measured in hours for oxygen/urgent items and 24–72 hours for non-urgent deliveries and equipment start-ups. For CPAP and sleep therapy, initial setups frequently require 7–10 days from referral to first supply delivery when prior authorization is needed; oxygen setups or acute oxygen orders are prioritized, often with same-day or next-business-day service in metropolitan areas. Always confirm expected SLAs when you call so you know if the order is being handled as an urgent or routine case.

Contacting Customer Service and Hours

To initiate service, patients should use the contact information printed on their order paperwork, the supplier ID on Medicare/insurance documents, or the company’s official website. When you call, have the following immediately available: full name, date of birth, home address, prescribing clinician name and NPI, prescription and date, insurance information (including Medicare or Medicaid ID), and any prior authorization numbers. Providing this data on first contact speeds fulfillment and reduces callbacks.

Most DME providers, including national chains, maintain a main customer service phone line plus local branch numbers and an online portal for patients and providers. Hours commonly cover weekdays 8:00–6:00 with limited weekend support; emergency oxygen and 24/7 technical hotlines are standard for patient safety. If your situation involves a life-sustaining device (oxygen, ventilator), ask immediately for the 24/7 clinical or emergency dispatch line.

Intake, Clinical Verification, and Prior Authorization

Customer service staff will first verify clinical eligibility. This includes confirming the physician’s written order meets Medicare/DMEPOS documentation rules (date, device type, duration of need, face-to-face encounter, signed certification). Common HCPCS codes to expect on paperwork: CPAP E0601 and stationary oxygen concentrator E1390 — these codes drive medical necessity review and reimbursement. If documentation is incomplete, expect outreach to your clinician for clarification or corrected prescriptions.

Insurance verification and prior authorization can take 24–14 days depending on payer complexity. Medicare Part B has specific coverage rules and documentation requirements; private insurers and Medicare Advantage plans use varied authorization processes. Customer service teams routinely log authorization deadlines and send status updates; request a reference or case number at first contact to track progress independently.

Delivery, Installation, and Training

Delivery windows depend on whether equipment is rental vs. purchase and on insurance authorization. For oxygen, expect delivery and orientation by a trained respiratory therapist or technician who will: set up equipment at the patient’s home, demonstrate safe operation, measure oxygen flow, and provide patient education on alarms and troubleshooting. For CPAP, technicians typically ensure mask fit, pressure settings (per physician order), and mask care instruction; follow-up mask fittings are commonly scheduled within 7–14 days.

Devices should come with clear written instructions, replacement part lists, and warranty paperwork. Ask the technician to document serial numbers, delivery date/time, and provide contact cards. If you pay privately, request a written invoice with itemized pricing and warranty terms. Typical retail price ranges (indicative): basic CPAP units $300–$1,000; stationary concentrators $700–$3,000; portable concentrators $1,500–$10,000 depending on battery life and flow mode. Exact pricing depends on model, accessories, and payer negotiations.

Billing, Claims, and Appeals

Customer service acts as liaison between you and the billing/claims team. Expect explanation of benefits (EOB) processing timelines: most claims adjudicate in 14–30 days; denied claims require an internal appeal and sometimes additional clinical documentation — allow 30–90 days for resolution. If a claim denial affects your out-of-pocket liability, request a benefit investigation and written estimate of potential patient responsibility before delivery where possible.

For Medicare beneficiaries: confirm the supplier’s Medicare DMEPOS supplier number and ensure enrollment status to avoid claim denials. If insurance requires patient cost-sharing, ask for an itemized estimate. Keep copies of all paperwork, dates of service, technician signatures, and the supplier’s communications; these expedite appeals and protect you if there’s a dispute over service delivery or billing.

Technical Support, Repairs, and Replacements

Routine technical issues are typically handled through a tiered support model: frontline customer service for basic troubleshooting, field service technicians for onsite repairs or exchanges, and clinical engineering for warranty or complex repairs. For CPAP/oxygen equipment, common fixes include filter replacements, humidifier issues, and battery health checks. If an item is under warranty, repairs or replacements should be provided at no charge; confirm warranty term (commonly 12–36 months) when the unit is installed.

Emergency replacements for life-sustaining equipment have expedited pathways: if a ventilator or oxygen concentrator fails, request “emergency replacement” and document the provider’s promise to dispatch within a defined SLA (often 4–24 hours depending on region). Photographs and serial numbers may be requested for warranty claims. Retain records of all technician visits and any service orders for future reference.

What You Should Have Ready (Quick Checklist)

• Prescription and clinician contact (NPI), patient name/DOB, and home address
• Insurance card (front/back), Medicare or Medicaid ID, and any prior authorization numbers
• Documentation of previous equipment (make/model/serial) and dates of service if replacing
• Emergency contact and primary caregiver details for delivery and education

Escalation Path and Patient Rights

If frontline customer service does not resolve an issue, escalate in this order: ask for a supervisor → request the clinical coordinator/respiratory therapist → submit a written complaint to the supplier’s quality or compliance department. Hospitals, physicians, and payers can also intervene for medically urgent issues. Keep written logs of all calls with dates, times, and representative names to support escalation.

Patients have rights to timely repairs, safe equipment, clear billing statements, and privacy of medical information under HIPAA. If these rights are violated or unresolved after internal appeals, file complaints with state health departments, your state insurance commissioner, or Medicare’s Beneficiary and Family Centered Care–Quality Improvement Organization (QIO). Document each step and keep copies of all correspondences for regulatory reviews.

Who is the CEO of American HomePatient?

Mark Lamp
Mark Lamp. President/CEO, American Homepatient Inc.

What services does Lincare provide?

Your Whole Health
Our learning center provides you with insights about Sleep Apnea, Oxygen Therapy, PT/INR home testing, Nebulizers, Home Ventilator Care, and more, all to help you live your best possible life.

Is Lincare a good company?

About Lincare
Lincare has an average rating of 1.7 from 1308 reviews. The rating indicates that most customers are generally dissatisfied.

What happened to the American Home Patient?

American HomePatient Sold to Lincare. We represented American HomePatient as co-counsel in its sale to Lincare Holdings Inc., a U.S. subsidiary of the Linde Group. The transaction closed on February 2, 2016 with an undisclosed purchase price.

Is American Home Patient Lincare?

Lincare Holdings Inc., a US subsidiary of industrial gas and engineering company The Linde Group, has successfully closed the acquisition of fellow US company American HomePatient, Inc.

Who bought American Home Patient?

Lincare Signs Agreement to Acquire American HomePatient
“The acquisition of American HomePatient will further our strategic growth as we strive to set the standard of excellence for respiratory care delivered in the home,” said Lincare CEO Kristen Hoefer.