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At Home Care Delivered (HCD), every order represents a real person with unique needs. Many of the members we serve are managing chronic health conditions, caring for loved ones, or working to maintain their independence at home. That’s why our team approaches every conversation with compassion and care, treating each member the way we would treat our own family.

Recently, one of our Customer Care Representatives, Daniel, was making a routine monthly call to a 97-year-old member in New Jersey to help her reorder her medical supplies. It was a conversation like the many our team has every day — checking in, making sure she had what she needed, and ensuring her supplies would arrive on time.

But during the call, Daniel sensed something wasn’t right.

There was something in her voice, in her answers, that alerted Daniel that she seemed to be in physical distress. Rather than rushing through the call, Daniel took a moment to check in with her and asked how she was feeling. As he listened, he grew increasingly concerned that she was experiencing a health issue.

Daniel immediately went into action.

Knowing the member lived in a senior living community and that it was after normal business hours so he wouldn’t be able to get an employee on the phone, Daniel kept the woman on the phone while alerting his supervisor. Together, they attempted to contact the members’ alternate emergency contact — but quickly realized the number was no longer in service.

Without hesitation, the team shifted their focus to getting her help through emergency services.

Connecting to emergency services from a workplace call system — especially in another state — isn’t always straightforward. While Daniel stayed on the phone reassuring the member that help was on the way, his supervisor worked to locate and connect with the correct EMS team in her area.

Within minutes they were able to reach the appropriate 911 dispatch center and coordinate assistance. Daniel remained on the phone with the member, calmly talking with her and assuring her that emergency services were on the way.

Moments later, EMS reported they were just moments away from reaching her.

This wasn’t part of a script. It wasn’t something anyone trained specifically for. It was simply a team member recognizing someone needed help — and stepping up to make sure they were okay.

At Home Care Delivered, caring for our members means more than delivering the right products. It means listening, responding, and being there when it matters most.

Because when someone trusts us with their care, we believe they deserve to be treated just like family.

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Incontinence affects more than 25 million adults in the United States, and national studies show that nearly half of adult women and a significant percentage of men experience some degree of urinary leakage. Access to the right products plays an important role in maintaining comfort, dignity, skin health, and quality of life.

For Health Plan Case Managers, understanding plan-specific allowable amounts and coverage requirements is essential. These guidelines determine the types, sizes, and quantities of incontinence supplies members can receive through their insurance. When coverage requirements and member needs are aligned, members are more likely to receive the right product from the start, reducing delays, denials, and product changes.

Allowable amounts refer to the maximum quantity and type of incontinence products that a health plan will cover for a member within a specific time period, typically monthly.

These limits help ensure appropriate utilization of supplies while supporting member needs. However, coverage guidelines can vary between health plans, including:

• Maximum monthly product quantities
• Approved product types (briefs, pull-ons, underpads, liners)
• Documentation or diagnosis requirements
• Physician order or medical necessity criteria

Because of these variations, accurate product matching and coverage expertise are critical to avoid delays and ensure members receive the supplies they need.

Navigating coverage guidelines can take valuable time away from member care coordination. When allowable amounts, product types, or documentation requirements are unclear, referrals can be delayed or require resubmission.

Working with a partner that understands health plan coverage requirements for insurance-covered medical supplies helps Case Managers streamline this process. That’s where your Account Executive and the HCD team help to support you.

Our coverage expertise helps ensure:

• Referrals are submitted with complete and accurate documentation
• Members receive products that meet both clinical needs and plan guidelines
• Orders move forward without unnecessary delays or denials
• Case Managers spend less time navigating coverage rules

At Home Care Delivered (HCD), we specialize in supporting Health Plan Case Managers, physicians, and members through deep knowledge of insurance coverage rules for medical supplies.

Our team works collaboratively to ensure members receive the right products, in the right quantities, at the right time.

We support Case Managers by helping to get a personalized product solution specific to each member’s specific needs.

Our trained specialists understand your health plans’ coverage requirements, and work closely with the physician to provide products that best support each member. The product solution is based on coverage requirements, member needs, body type, and condition severity, helping improve comfort and effectiveness.

Our team:

• Align coverage requirements with member needs
  We review plan-specific allowable amounts to ensure recommended products meet both clinical and coverage criteria.
• Provide product sampling when needed
  When fit, comfort, or preferences require testing, members can try different options to identify the best solution.
• Simplify referrals and documentation
  Our team understands plan requirements and works to ensure referrals and documentation are complete and compliant, reducing back-and-forth communication.

By combining coverage expertise, product knowledge, and member-centered support, Home Care Delivered helps ensure incontinence supplies are accurate, effective, and fully covered whenever possible.

For Health Plan Case Managers, this partnership helps simplify referrals, reduce administrative complexity, and ensure members receive the supplies they need to manage their condition confidently at home.

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With a secure login, Case Managers can:

• Submit referrals quickly through an intuitive, easy-to-complete online form
• Track order status in real time, so you always know where each referral stands
• Access previously submitted referrals, giving you a full history at your fingertips
• Use built-in tools like NPI Lookup and ICD-10 code search, ensuring accurate submissions the first time

These features are built to simplify workflows, reduce administrative burden, and help Case Managers focus on member care, not paperwork.

Based on feedback from Case Managers, we’ve added several improvements:

• Streamlined navigation and a more intuitive form layout
• Increased overall speed of the tool
• Enhanced visibility of order progress
• Quick access to member and provider information to reduce back-and-forth communication

Looking ahead, in Q2 2026, we will roll out enhanced reporting features, providing actionable insights to help Case Managers manage referrals efficiently and prioritize high-need members.

Already have a log in or want one?
Log in today and experience the value of the HCD Referral Portal. Fast, efficient, and easy to use.

Not ready to log in yet?
You can experience the Referral Portal without an account by using our quick form. While full tracking features aren’t available in this test mode, it’s a fast way to see how simple submitting a referral can be.

See It in Action
Watch our quick video demo that highlights core features, new functionality, and upcoming enhancements:

The Referral Portal and our Health Plan Case Manager Sales Account Team are more than a team and a tool — they are extensions of your team. By reducing administrative burden, giving you visibility into every referral, and providing helpful tools and resources, the portal and our specialized team help support you in your role:

• Submit accurate referrals faster
• Track member orders without extra follow-up
• Prioritize high-need members with upcoming tagging features
• Focus more time on member care and less on paperwork
• Effective and efficient communication, expert knowledge and expertise

The Referral Portal continues to evolve based on your input. Built specifically for Health Plan Case Managers and their members, it’s designed to streamline workflows, improve referral accuracy, and enhance the member experience. Stay tuned for more updates in Q2 2026.