When a patient is not happy with their hearing aid(s), or is needing to move from one type of model or style to better suit their hearing needs, this is called an exchange. In this case, the original set of hearing aid(s) would need to be returned back to the manufacturer by the provider and an exchange order for new hearing aids will be processed by HCS. In order to place an exchange, you would need to log into the HCS Provider Portal. Select the “Orders” tab on the left-hand menu, then once the patient’s name is found, follow it to the right and click the “Actions”. Then drag down to “Return Items From This Order”. Then follow the steps from there, marking the box labeled Exchange. The provider will be in charge of shipping the initial order back to the manufacturer (except for Rexton Arenas-these are shipped back to HCS directly, contact HCS for a pre-paid shipping label) and by the provider placing the exchange in the HCS Portal, the exchange order will be processed. HCS will order the non-customs and the provider will place the custom orders, once authorized. If the provider is moving from one set of customs to another, the provider is still responsible for placing the custom order. The provider would need to print an updated order form from the portal (Under Order Details) and send this to the manufacturer (provider can note on the form that impressions are already on file).
When a patient wishes to return their instruments, they are returning their hearing aid(s) with the intention of not keeping anything and receiving a refund, if the patient made payment to HCS. If the patient’s benefit was used in the purchase of the order, then the benefit will be refunded. The provider must place a return in the HCS provider portal the same way an exchange is placed, but there will be a box to check off indicating the transaction is a Return rather than an Exchange. Again, there is an exception for the Rexton Arenas, which are returned back to HCS directly (contact HCS for a pre-paid shipping label)
If you have any questions, feel free to email the HCS Provider Services at ProviderServices@hearingcaresolutions.com, or call the (877) 583-2842.