Frequently Asked Questions
What is the process for obtaining a customized piece of rehab equipment such as a wheelchair?
The typical steps to the process are...
- Evaluation – identify the specific equipment you need
- Obtain all documentation and have it signed by your Doctor
- Obtain approval from your insurance
- Order, receive and assemble your equipment
- Fit and deliver equipment
- Bill your insurance
2.Why does it take so long to get a customized piece of rehab equipment such as a wheelchair?
We recognize that you need your equipment as soon as possible. ATG Rehab is always looking for ways to speed up the process. ATG Rehab has one of the lowest delivery times among all complex rehab equipment providers in the country.
As you probably know, your insurance company requires medical documentation to make a decision regarding authorization for reimbursement. ATG Rehab normally takes on the responsibility of gathering and coordinating the medical documentation from your healthcare providers and submitting it to your insurer for review and authorization. We take the burden of this process from you. Depending on the complexity of your condition and equipment the process can take a few days to several weeks to accomplish.
Once the authorization is obtained - your equipment is ordered. Your custom equipment is then manufactured and delivered to our location – followed by assembly and inspection for quality. Often we deliver your equipment in the same setting in which your evaluation took place- in a clinic or outpatient department so that your medical team can participate in the delivery process, ensure your equipment prescription is accurately filled and ensure your equipment fits and meets your specific needs. Although these steps take time, we know from experience, that taking special care in every step of the ordering process results in an excellent outcome for all of our clients.
When can I expect to hear from you while I am waiting for my wheelchair to be ready?
We will call when we have questions for you, if we are experiencing a delay, and when we are ready to schedule delivery. We also have an option for you to receive an automatic update email during the main steps of the ordering process. And with your customer number, you can check online at any time on our website to find out the status of any order you have with us. If you are interested in receiving either the automated status email or website status inquiries, call your ATG Sales representative to get started.
What happens if my insurance is changing?
We definitely want to know if your insurance is changing or terminating. Depending on the timing, we may need to expedite your order or submit to your new insurance.
How do I know ATG Rehab is a dependable and reputable company?
ATG has been in business for over 10 years and is leader in the complex rehab industry with a reputation for providing excellent service and products to all of our clients. ATG Rehab is a provider of complex rehab equipment and is accredited by HQAA - an organization similar to the one that certifies hospitals. Accreditation is a requirement for being a Medicare provider. We employ ATP credentialed evaluating staff and certified repair staff. For more information about the ATP credential, go on to www.RESNA.org.
Do I have to see a doctor to get a wheelchair?
Yes. Our clients – most of them severely physically challenged - are referred to us by therapists and physicians. If you need a wheelchair, you should talk with your physician to receive a thorough evaluation by a qualified ATP.