1. Purpose

MedFlow IO is committed to accurate, compliant fulfillment and billing for DME and post-operative supplies. This policy establishes the responsibility of any user associated with a medical practice ('Practice User') who creates or submits orders in the MedFlow IO portal to ensure that all patient and clinical information entered is accurate, valid, and up to date. Inaccurate order data can create downstream billing complications (including claim denials, rework, audits, and compliance risk) and may result in Practice-facing invoices for products and/or administrative costs tied to incorrect submissions.

2. Scope

This policy applies to:

• All Practice Users with access to create, edit, submit, or manage orders in the MedFlow IO portal.
• All orders created for patients under a practice account, regardless of payer type (commercial, Medicare, etc.).
• All information submitted through the portal, including patient demographics, insurance details, scheduling/procedure details, provider details, and clinical documentation fields.

3. Policy Statement

Any Practice User who creates an order in the MedFlow IO portal is responsible for ensuring the order is created using accurate scheduling and clinical details that match the patient's actual care pathway and payer-billable circumstances.

If a Practice User enters information that is invalid, incorrect, missing, inconsistent, or outdated—and that information results in fulfillment errors, billing errors, payer denials, or administrative rework—MedFlow IO may invoice the clinic/practice for: the cost of goods shipped and not reimbursed due to invalid information, administrative costs associated with resolving denials or correcting submissions, and any costs incurred due to downstream complications caused by inaccurate order entry.

4. Definitions

The following definitions apply to this policy:

• Practice User: Any staff member, clinician, or authorized representative of a practice account who enters or submits orders.
• Invalid or Inaccurate Information: Any information that is false, outdated, incomplete, inconsistent with documentation, or mismatched with the actual encounter/procedure (e.g., wrong surgery date, wrong insurance, incorrect patient address, missing required fields).
• Downstream Complications: Claim denials, delayed reimbursement, documentation requests, reshipments, cancellations, compliance flags, or additional administrative handling required due to incorrect order data.
• Administrative Rework: Time and labor associated with investigating, correcting, resubmitting, or communicating with the practice/payer/patient to resolve issues caused by inaccurate order creation.

5. Practice User Responsibilities

Practice Users must verify and accurately enter the following information at the time of order creation:

• Patient Information: Full legal name, DOB, address (including unit/apartment), phone number, and accurate delivery address with confirmation it is current.
• Insurance / Coverage (when applicable): Correct payer, member/beneficiary ID, and coverage status. Secondary insurance details where relevant. Any required authorizations or payer-specific requirements, when known/available.
• Clinical & Encounter Information: Correct ordering provider and practice identifiers. Accurate procedure/diagnosis-related details required for billing. Correct appointment/procedure date associated with the order.
• Post-Acute / Home Health Details (when applicable): Accurate home health agency information. Correct start-of-care details if requested/required. Confirmation of whether home health is involved when payer rules require it or documentation expects it.

6. Common Order Errors That Trigger Billing Risk

The examples below are illustrative and not exhaustive, but represent common scenarios that can create billing complications:

• Surgery/Procedure Date Mismatch: A patient is scheduled in the portal for Date A, but surgery occurs on Date B. The Practice User creates an order tied to Date A (the portal appointment) even though the actual procedure date is Date B. This mismatch can cause documentation inconsistencies and billing conflicts and may result in claim denial or invoicing for inaccurate submission.
• Home Health Information Errors: The order is created with missing, outdated, or incorrect home health information. Downstream, the payer denies the claim due to documentation mismatch or missing coordination requirements. If denial or rework is caused by incorrect or invalid data entered by the practice, the practice may be invoiced.
• Invalid Patient Demographics / Delivery Details: Incorrect address, missing unit number, wrong phone number, or outdated residence causes delivery failure, reshipment, or lost package handling. These avoidable errors may result in practice-facing charges when reimbursement is impacted or additional costs are incurred.
• Insurance Entry Errors: Wrong member ID, wrong payer selection, or outdated coverage information leads to eligibility failure, denial, or delayed reimbursement. If denial is attributable to incorrect portal entry, the practice may be invoiced.

7. Correction Window and Duty to Notify

To reduce downstream complications, practices must take immediate action when errors are discovered:

• Practice Users must correct known errors as soon as discovered and before shipment and/or claim submission, whenever possible.
• If a Practice User becomes aware that an order was created with incorrect information, they must notify MedFlow IO Support immediately through the portal or via email/phone (see Contact section).
• If MedFlow IO identifies inconsistent information, we may request clarification or corrections; delayed response may result in shipment delays and/or billing impact.

Important: If an order proceeds to fulfillment or billing workflows based on incorrect information supplied by the practice, and reimbursement is negatively impacted, the practice may still be responsible for resulting charges.

8. Practice-Facing Invoicing for Inaccurate Orders

MedFlow IO may invoice the practice when inaccurate or invalid information entered by the practice causes payer denial related to incorrect/missing data supplied by the practice, non-payment or reduced payment tied to documentation mismatch originating from order entry, or additional operational cost (reprocessing, reshipment, extensive support time) caused by avoidable inaccuracies.

• Cost of goods (COGS) for shipped items not reimbursed due to inaccurate submission
• Administrative fees for repeated or high-effort rework (as applicable and communicated)
• Shipping or reshipment costs when attributable to incorrect patient/delivery data

9. Repeated Issues and Account Actions

To protect patient care continuity and compliance standards, MedFlow IO may take additional steps when repeated inaccurate ordering occurs, including:

• Required retraining for Practice Users
• Temporary restriction of ordering privileges for specific users
• Practice-level review and process remediation planning

10. Dispute Review Process

If a practice believes an invoice was issued in error, the practice may request a review by providing supporting documentation (e.g., scheduling proof, corrected chart documentation, eligibility proof). Disputes should be submitted within a reasonable time from invoice receipt and must include:

• Order number(s)
• Summary of dispute reason
• Supporting documentation demonstrating the submitted information was accurate at time of order creation or that the error was not attributable to practice entry

MedFlow IO will review and respond with a determination based on available portal logs, timestamps, submitted data, and documentation.

11. Training and Best Practices

MedFlow IO strongly recommends practices adopt internal safeguards to ensure order accuracy:

• Confirming surgery/procedure date before order submission
• Standardized patient data verification at check-in
• Confirming home health involvement and agency details when applicable
• Assigning trained, designated ordering staff for complex cases

12. Updates to This Policy

This policy may be updated based on operational needs, payer requirements, or regulatory guidance. Material updates will be communicated through the medical portal and/or other official practice communications.

13. Contact Information

For corrections, questions, or to report an inaccurate order, please contact our support team:

• Submit a support ticket through the Help section in the MedFlow IO portal
• Email: support@medflowio.com
• Phone: +1 (813) 737 7273 (Available Monday through Friday, 9am to 5pm EST)