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FREQUENTLY ASKED QUESTIONS

(FAQs)

B2B FAQs

General

B2B General

  • Who is the CEO of the company?
    Mayur Patel, a licensed pharmacist, holds the position of CEO.
  • What is the name of the app?
    The name of the app is SmartPillbox - Health Buddy

Billing | Reimbursement

B2B Billing

  • How much will the device cost to the provider?
    We will charge $50/per patient per month for the patients who are eligible for RTM billing. Providers do not need to pay any upfront fee for the device.
  • Who is responsible for billing and collecting money?
    If the doctor's office has their own billing company we will provide them required information to bill for RTM or they can opt in to use our affiliated billing company as well.
  • How much will the provider get reimbursement for the RTM program?

    If any patient is willing to enrol and gives consent for the RTM program, the following are the reimbursement programs from which healthcare providers can claim reimbursements.

    • CPT Code 98975 
      • Similar to the RPM CPT code 99453, it covers the initial set-up of pillbox equipment and patient education regarding the use of the monitoring equipment. The code permits healthcare providers to bill for at least one episode of care. The delivery of care begins with the activation of the Remote Therapeutic Monitoring services and culminates when the specific treatment goals have been accomplished.
      • Reimbursement amount- $19 (One time)
    • CPT Code 98976
      • Remote Therapeutic Monitoring devices, particularly required for respiratory medications system status, require the CPT code to be supplied with scheduled (for example, daily) recordings and/or programmed alerts for transmissions for the monitoring of respiratory medication by appropriate providers, every 30 days.
    • CPT Code 98977
      • RTM devices, particularly required for the musculoskeletal system status, require the CPT code to be supplied with scheduled (for example, daily) recordings and/or programmed alerts for transmissions for musculoskeletal medications monitoring by appropriate providers, every 30 days. The CPT codes 98976 and 98977 are both billable once every 30 days for Remote Therapeutic Monitoring.
      • $54 /month for gathering medication adherence data via Smart PillBox
    • CPT Code 98980 and 98981
      • Remote Therapeutic Monitoring treatment providers or physicians who are well-qualified in healthcare delivery require at least one interactive communication (through phone call or video) in a calendar month with the patient or their caregiver. CPT code 98980 requires at least the first 20 minutes dedicated per month to the patient’s Remote Therapeutic Monitoring and management. Each additional 20 minutes is billable under CPT code # 98981.
      • $49/month for the 1st 20 minutes of communication with the patient
      • $40/month for each additional 20 minutes of communication with the patient
  • How will the provider get reimbursed for RTM service?
    The provider will bill the CMS (Center for Medicare & Medicaid Services) for eligible RTM CPT codes for each enrolled patient.
  • What is the minimum number of patients that a provider needs to enroll to start the RTM program?
    Currently, there are no specific requirements for eligibility to utilize the Pillbox service. Providers can begin using the service with just one patient upon signing the contract. There are no predefined criteria for joining the pillbox service at this time.
  • Is RTM Qualification Condition-Based Or Medication Based?
    To explain it easily, here is the qualification for each CPT
    • RTM qualification for CPT 98976 is based on conditions and/or medications that require monitoring of the respiratory system
    • RTM qualification for CPT 98977 is based on conditions and/or medications that require monitoring of the musculoskeletal system. 
    • RTM qualification for CPT 98978 is based on conditions and/or medications to monitor cognitive behavioural therapy.
  • Who Can Order/Prescribe RTM Services?
    RTM services can be ordered or prescribed by either a physician or a Qualified Healthcare Professional (QHP). A QHP is an individual qualified by education, training, licensure/regulation (when applicable), and facility privilege (when applicable) who performs professional services within their scope of practice. In simpler terms, it includes physician assistants, nurse practitioners, clinical social workers, certified nurse specialists, and physical therapists. Pharmacists, however, are not considered QHPs.
  • Is there a requirement for an established relationship before initiating RTM services?
    Yes, it's crucial. Before initiating RTM services, the ordering physician or QHP must have an established relationship with the patient. An 'established patient' has received professional services (e.g., E/M services or other face-to-face services, such as a surgical procedure) from the physician or another physician of the same speciality within the previous three years.
  • What is the qualification of a Patient's enrollment for RTM?
    The patient needs to have a Medicare plan and just one chronic condition. Plus, they should have another condition from the list of qualified ones, which could be about muscles and bones (Musculoskeletal or MSK), behaviour and mental health (Behavioral Health), or the breathing system (Respiratory)
  • What Patient Populations Are Eligible For RTM Services?
    Reimbursement for medical devices depends on what you're monitoring. If you're checking someone's breathing, you use the code CPT 98976. If it's about muscles and bones, the code is CPT 98977. Now, a new code has been added CPT 98978, specifically for monitoring cognitive behavioral therapy. These codes decide if you can get money back for using the device.
  • Are there any volume discounts available for large-scale adoption within an organization?
    For large volumes, please contact the enterprise manager of the pillbox health team.

RTM Eligibility

B2B RTM Eligibility

  • Who is eligible or qualifies for RTM?
    Patients must have a musculoskeletal, respiratory, or behavioral health condition and be covered by either Medicare or a Medicare Advantage insurance plan.
  • How to check the eligibility for RTM?
    To check your eligibility click on this link https://in.docworkspace.com/d/sIPLnrrp1zdS4rQY

Working on the device & app

B2B Working on device and app

  • How does the device send and receive data?
    The device and mobile apps are connected through the same Wi-Fi network. When a user takes medications using the sensors on the device, it sends a signal, allowing the monitoring of the patient's activity.
  • How many times does the device snooze?
    Once the patient inserts the medication vial into the device compartment, the device will activate a snooze feature at the designated time for medication intake. If the patient does not take the medication at the scheduled time, the device will initiate a second snooze 20 minutes later.
  • What is the duration of the battery life?
    When the device is connected to Wi-Fi, the battery lasts for 24 hours. In offline mode, when the device is not connected to Wi-Fi, the battery extends to a duration of 5 days.
  • Who receives the notifications when patients miss their medications?
    Any ancillary medical staff available in the provider's office can monitor under the supervision of the provider the RTM activity. If there is a nurse practitioner (NP) or medical practitioner (MP) in the provider's office monitoring RTM activities, they can contact and notify the patient. If the provider is using our affiliated vendor for RTM activity monitoring, their staff will reach out to the patient and track their RTM activities. Providers can monitor the activity through the provider portal. Whereas the patient will receive a notification on the mobile app
  • How much time does the device buzz before entering snooze mode?
    The device will buzz for 1 minute at the scheduled time.
  • Is it possible for patients to program their medication through customer service instead of using the app?
    Certainly! Patients can contact our customer service team either via email at support@pillbox.health or by calling us at 813-540-4567 to program their medication.
  • What if the patient picks up the bottle when it’s not the time to take the med?
    If the patient takes out the medicine at an unplanned time, the app will let them know with a notification. Within the app, the patient needs to confirm whether they took the medication or not, and the data will be saved accordingly.
  • What happens if the patient places the wrong bottle in the wrong compartment?
    If the patient mistakenly puts the wrong bottle in the wrong compartment, it may lead to incorrect medication tracking. It's important to ensure that each bottle is placed in its designated compartment to maintain accurate records. Each compartment has a respective number, we would advise patients to put a sticker of the number on to their vial so that way the patient can match the vial and compartment number parallelly.

RTM Related

B2B RTM Related

  • What is RTM?
    RTM is a Medicare program that reimburses/pays healthcare providers for helping patients stick to their meds at home or work on medication adherence. RTM presents a valuable opportunity for healthcare practices catering to individuals managing specific chronic conditions. It equips clinicians with precise insights into patients' medication adherence.
  • What is the difference between Remote Patient Monitoring (RPM) and Remote Therapeutic Monitoring codes?
    According to the CMS 2021 final rule, Remote Physiologic Monitoring (RPM) and Remote Therapeutic Monitoring (RTM) have some differences in what they track and how they do it. RPM mainly focuses on gathering data about the body's functions like heart rate or blood pressure using medical devices. On the other hand, RTM looks at patient-reported information such as how they're feeling or if they're sticking to their treatment plan. Both RPM and RTM need devices that are approved by the FDA, and Smart PillBox fits this requirement. However, a key distinction is that RTM allows for non-physiologic data monitoring, which includes patient-reported information, while RPM solely concentrates on physiologic data. Also, RTM data can be uploaded digitally or reported by the patient, whereas RPM data can only be digitally uploaded.
  • Can doctors bill for both RPM and RTM codes for the same patient?
    No, physicians cannot charge for both RTM and RPM within the same 30-day period for the same patient. Providers need to collaborate with billing experts to determine which patients in their care would benefit most from either RTM or RPM services.
  • Who can submit claims using RTM codes?
    RTM codes fall under General Medicine services. Doctors and certain healthcare professionals like therapists, nurse practitioners, and physiatrists with Medicare billing privileges can use RTM codes for billing. If the Medicare benefit of the practitioner doesn't cover services provided incidentally to their professional services, the practitioner must directly provide the items and services described by these codes. In the case of physical therapists or occupational therapists, a therapy assistant can provide these services under their supervision.
  • How will providers check the data?
    Healthcare providers will be granted a provider dashboard that will have comprehensive access to all their patients' activities & data.

Troubleshooting device/app

B2B Troubleshooting device and app

  • What if the device stops working?
    If the patient is enrolled in an RTM program and if the device stops working, we will first provide technical support for troubleshooting and if not able to be resolved then we will facilitate the replacement of the device.
  • What happens if a patient doesn't have internet access?
    Even without internet access, patients can control the device by connecting it to their mobile hotspot. If the device temporarily loses its Wi-Fi connection but later reconnects to the same network previously used with the device and app, it will seamlessly retrieve all offline data. The backup battery ensures functionality for a period of up to 7 days.
  • What if the patient does not know how to use the app?
    We will ship the device with the product manual to the patient. Also, patients will be contacted by the customer service team to set up the device and provide education.

Customer Support

B2B Customer Support

  • What type of customer support is available, and what are the operating hours?
    Users can contact us at 813-540-4567 or via email at support@pillbox.health from Monday to Friday, 9:00 am to 5:00 pm EST.
  • Are there training resources provided for provider staff to become proficient with the system?
    Yes, there are training resources available.
  • What analytics and reporting features are included in the platform?
    Providers have comprehensive access to the data of all patients enrolled in the RTM program. They can view various reports, including the number of enrolled patients, their demographics, medication details, and scheduled times for medication intake. The system also provides analytics on medication adherence by collecting data every time a patient takes or misses a medication. This allows for a thorough understanding of patient engagement and adherence to the prescribed medication schedule.
  • Does the platform currently support multiple languages to cater to diverse patient populations?
    No, at the moment, the platform only supports English.
  • Are there any limitations on the types of medications that the system can manage?
    The system can effectively handle any medications that can be accommodated within the vial and placed into the compartment, offering an optimal means of gathering data.
  • How do I add, delete, or make changes to existing medication that I set up on Smart Pillbox?
    If you've added medications to your pillbox using the mobile app for reminders, you can easily manage and update your medication details and reminder preferences right in the app.
  • How does the platform comply with industry regulations and standards?
    We adhere to all FDA rules and guidelines, and our apps and portals follow HIPAA guidelines.
  • Is there a trial or demo version available for organizations to test the solution?
    Yes, we can give you a virtual demo. If a provider is interested and wants to see the device in action, the salesperson can also arrange a live demo.
  • Who helps my patients set up the pillbox and shows them how to use it?
    Patients can set up the pillbox themselves. The provider's staff can guide them, or they can refer to the product guide manual. Customer service is also available for assistance.
  • Who do they call if they have a problem with the box? What are the hours?
    For support inquiries, please reach out to us at support@pillbox.health or give us a call at 813-540-4567. Our team is available Monday to Friday, from 9:00 am to 5:00 pm Eastern Standard Time (EST).
  • Does the patient need to be on a certain number of medications to qualify to use the box?
    The pillbox features six compartments, allowing patients to organize up to six medications in a single device. If necessary, individuals have the option to purchase an additional pillbox. At present, the mobile app for the pillbox only accommodates monitoring for one device, equivalent to six medications, to track medication adherence.
  • How long would it take to set up the medications in a pillbox?
    Setting up the medication reminder and placing it into the box takes just a few minutes. Its should mostly be done in 5-7 mins. 
  • Is it possible for a patient's caregiver or family member to access their account on the app for monitoring purposes?
    Currently, we do not have functionality however in the future, we will provide caregivers or family members access and see their medication's activity.
  • If a patient doesn’t want to use the device anymore what do they do? What do I do with the device?
    If the device has been purchased, returns are not possible after 30 days. However, if received from the provider's office under the RTM program, individuals can reach out to customer service at support@pillbox.health or call 813-540-4567 for assistance. We will assist in returning the device.
  • If a patient requires more than six medications daily, can we provide them with two boxes?
    Yes, patients can take the second box however our app can only monitor one device (6 Medications) at one time.
  • How long will it take to get my first payment once I sign up my patients with a pillbox?
    Usually once the provider bills to the CMS for RTM records, it will take 30-60 days to get reimbursement.
  • How often do I get paid for my patients using Pillbox?
    Based on the eligible CPT code that the provider bills the CMS  for the patient’s RTM billing, CMS will reimburse the payment accordingly. There are various reimbursements following are the details.
    • CPT code 98975:  $19 for helping the patient with the initial set-up  and patient education on the use of smart pillbox
    • CPT code 98976, 98977, 989X6:  $54 /month for gathering medication adherence data via Smart PillBox
    • CPT Code 98980: $49/month. Remote therapeutic monitoring treatment management services, physician/ other qualified health care professional time in a calendar month requiring at least one interactive communication with the patient during the calendar month; first 20 minutes
    • CPT Code 98981: $40/month for each additional 20 minutes of communication with the patient 
  • Can I access the data collected daily or monthly so I can access my patient's medication adherence?
    Providers will be able to access a dashboard specifically designed for them, allowing them to monitor their patients' medication adherence data.
  • How many days of missed doses in a month should be reported to CMS to ensure continued payment for each patient?
    A minimum of 16 days of reported medication adherence is necessary for billing under the RTM program within 30 days per month.
  • Does the provider have to sign a contract to start Pillbox Health LLC services?
    Before enrolling a patient in the RTM program, the provider is required to obtain the patient's consent. Additionally, the provider needs to sign an agreement with Pillbox Health LLC to initiate the program at their clinic.
  • Is there a cost associated with obtaining devices for my patients from you?
    It is no expense for patients. Upon enrolling in the RTM program, we provide the device on a lease basis at no charge once the patient signs the consent form and submits it to the doctor's office. If a patient decides not to proceed with the program after receiving the device, they are required to return it to the pillbox company.
  • What dimensions/sizes of medication bottles are compatible with the device?
    The standard sizes of vials provided by the pharmacy are suitable to fit into the compartments.
  • If a patient requires more than six medications daily, can we provide them with two boxes?
    Yes

B2C FAQs

General

B2C General

  • What is a Smart PillBox?
    Smart Pillbox is a medical device for reminding pills to individuals and caregivers. Its smartness lies in its ability to organize medications in seconds, set reminders, track adherence, and share RTM reports. 
  • How do I open the Smart PillBox correctly?
    There are two ways to open the PillBox.
    1. Place the pillbox on a flat surface, place one hand on the lid's centre, apply downward pressure, and push the lid forward. It's a quick and hassle-free method.
    2. Hold the pillbox in both hands, use your thumbs to push the lid forward, and apply even pressure to the bottom corners. This method offers a smooth and effortless way to access your medications, whether on the go or at home.
  • How is medication monitored?
    The moment you take your pill from the vial (from the Smart PillBox) within the designated alarm window is considered a compliance action. This data is transmitted to your phone through Wifi, allowing you to effortlessly track your adherence progress in the reports section of the app. 
  • What Are the Benefits of a Smart Pillbox?
    • Medication Reminders: It provides timely reminders to take your medications, helping you stay on schedule.
    • Adherence Monitoring: Tracks your medication adherence, providing insights into your compliance with the prescribed regimen.
    • Dosage Management: Helps organize and manage your medication dosages, reducing the risk of missed or double doses.
    • Mobile Connectivity: Some smart pillboxes connect to mobile apps, allowing you to monitor and manage your medication remotely.
    • Alerts and Notifications: Sends alerts and notifications to your device, ensuring you are aware of upcoming doses.
    • Data Logging: Records your medication history, which can be useful for discussions with healthcare providers.
  • Can I use the pillbox without a Wi-Fi or internet connection?
    If you choose not to connect the smart pillbox to Wi-Fi or the Internet, it will function as a traditional pillbox, effectively organizing and storing your medications without relying on internet connectivity. However, it's important to note that the primary purpose of a Smart PillBox is to enhance medication adherence through timely reminders and real-time monitoring (RTM). For optimal functionality and to make use of its advanced features, it is recommended to connect the smart pillbox to Wi-Fi and the internet.
  • What happens if the patient places the wrong bottle in the wrong compartment?
    If the patient mistakenly puts the wrong bottle in the wrong compartment, it may lead to incorrect medication tracking. It's important to ensure that each bottle is placed in its designated compartment to maintain accurate records.
  • What should a patient do if they are going on vacation?
    Certainly! If a patient is going on vacation, they can bring the device along and connect it to a mobile hotspot for usage. The device is capable of connecting to a maximum of 4 different Wi-Fi connections.
  • What occurs if a patient misses a dose of medication?
    At the scheduled time, the mobile app will send a push notification. However, if the user misses the dose, it will be considered as a missed dose for that particular time.
  • How much later after the first alert would it be considered a missed dose for the patient?
    Once the patient inserts the medication vial into the device compartment, the device will activate a snooze feature at the designated time for medication intake. If the patient does not take the medication at the scheduled time, the device will initiate a second snooze 15 minutes later.

Hardware

B2C Hardware

  • How do I clean the Smart PillBox?
    Lid
    1. Use a dry piece of cloth to clean the lid.
    2. Turn the lid inside out and gently rub it.
    3. Turn the box upside down and rub it softly.
    A microfiber cloth works great, too.  
    Device
    1. Use a damp cloth or a paper towel to clean the compartments.
    2. Make sure you don't immerse the lid or device in water.
    3. Clear out any bits you see, and let the device air-dry completely before tossing pills back in. 
    Make sure you use a dry cloth to clean the Smart PillBox compartments.
  • How many medications can the Smart PillBox hold?
    A single Smart PillBox is a six-in-one solution. You can store up to six different types of medication. Depending on the size, you can pack a month's supply of small pills or a week's worth of larger ones. Plus, you can set up phone reminders and track adherence for as many medications outside of the pillbox as you need.
  • What is the battery life?
    Smart PillBox battery lasts about a week with normal use. And when it's time for a recharge, just plug in the USB cable for a quick power-up.  Battery Details: 3.3V 3000mAh (Rechargeable) 
  • What colour represents what when it comes to battery life?
    Battery below 40% indicates- Red
    Battery between 40-80% indicates- Yellow
    Battery more than 80% indicates- Green

The App

You can download the mobile app from the Apple App Store & Google Play Store

Google Play Store App Icon
Apple Store Icon App

B2C The App

  • Do I need a smartphone?
    A few of the functions of the device, like storing the pills, keeping it safe and all can be performed without the app also. However, to program the Smart PillBox and if you want to give your caregivers updates on your progress, then the smartphone is needed.  
  • Can I customize the medication schedule and reminders?
    Yes! With Smart PillBox, you can easily customize your medication schedule and reminders to suit your specific needs. It provides flexibility to adapt to your unique routine and ensure you never miss a dose. All this can be managed through the mobile apps
  • Will the times of my alarms adjust when I change time zones?
    The alarm times are set according to USA time and they will not change automatically if the time zone changes.
  • How many devices can be connected to the pillbox at the same time?
    The pillbox allows seamless connectivity for one device per user, ensuring a personalized and secure experience.
  • Does it send notifications if we miss any dose?
    If you forget to take your medicine, Smart PillBox will send you a notification on your mobile app to remind you.

Warranty/ Return/Refund/Order

B2C Warranty Return Refund Order

  • How can I order a pillbox?
    You can order Smart PillBox from our official website for now. https://pillbox.health/smart-pill-box/
  • Do you offer a warranty for your products?
    All of our products undergo rigorous quality checks. Our warranty offers assurance against manufacturer defects that include issues related to manufacturing, design, or materials. If you observe any defects, please inform us within 3 months of discovery. Please note that the warranty does not extend to damages caused by improper usage, blow, or issues unrelated to manufacturer defects.

Refund | Cancellation | Warranty

B2C Refund Cancellation Warranty

  • Do you provide refunds?
    Our policy includes a 30-day product warranty and a 1-replacement warranty. Please note that if physical damage occurs from your end, it is considered your responsibility. 
  • How much can I get refunded?
    If both the product and its packaging remain unopened and undamaged, you qualify for a complete refund. However, if the packaging has been opened and the product used, you are eligible for a partial refund. Unfortunately, if the product is damaged and the damage falls outside the coverage of your warranty, a refund is not applicable.
  • What is the warranty duration?
    1 year
  • Does it send notifications if we miss any dose?
    If you forget to take your medicine, Smart PillBox will send you a notification on your mobile app to remind you.
  • Is there free shipping?
    Yes, we offer free shipping for domestic orders.
  • How to connect to the pillbox?
    It’s really simple!
    • Step-1 Download the Smart PillBox App
    • Step 2 Scan the QR code on the box and connect with the WiFi
    • Step-3 On the mobile App set up your medicines and schedule reminders.
    • Step-4 Put Rx bottle in the Smart PillBox
    • Step-5 The PillBox is ready for the adherence magic
  • What happens when the pill box runs out of the battery does it provide any backup?
    The battery life of Smart PillBox is up to 7 days on a single charge. (Subject to Usage, Used While Plugging)
  • Can the box operate without Wi-Fi?
    Yes, it has an offline mode that functions for up to 24 hours.
  • Can I change the schedule & time of medicine in the future?
    Absolutely! You can easily change when you take your medicine in the future with Smart PillBox. Just check the instructions or use the app to make the adjustments you need. It's designed to be flexible and convenient for you.
  • What if I forget to charge it just like I forget my pills?
    Well, don't worry, our Smart PillBox has a better memory than you—it won't forget to charge! Its constant blinking and reminders on the app will help you stay powered.
  • Should I buy it if I need a reminder for only one medicine every day?
    If you only have one medicine to remember each day, Smart PillBox is still a great choice. It makes sure you never forget, keeping things easy for you.
  • Can I carry this everywhere while traveling?
    Smart PillBox is designed to be travel-friendly. It's compact and portable, making it easy for you to carry it wherever you go. Whether you're on a short trip or a longer journey, your medication reminders can travel with you!
  • Is it breakable if I accidentally drop it on the floor?
    Smart PillBox is built to withstand accidental drops, but like any electronic device, it's best to handle it with care. While it's not indestructible, it has a sturdy construction to minimize the risk of breakage from normal falls. Just be a bit cautious, and your Smart PillBox should stay in good shape.
  • What if my pillbox has some technical issues after using it for a few months?
    If you encounter any technical issues with your Smart PillBox after a few months, reach out to our customer support. We're here to help resolve any concerns and ensure your device functions smoothly.
  • Can I track my medication history using the digital pillbox?
    Certainly! You can easily track your medication history using the digital pillbox.
  • How Can I Tell If I Am Connected to the PillBox?
    When the Wi-Fi light indicator turns green, consider it connected to the Smart PillBox.
  • What do the different lights of the Wifi button signify?
    • Green Light symbolizes Connect
    • The red light symbolizes Disconnect
    • Blue Light symbolizes Config Mode
  • Do Smart Pillboxes work with all types of medications?
    Smart pillboxes are generally designed to work with a wide range of medications, including pills, capsules, tablets and liquid bottles as well. However, they are generally not designed for liquid medications or specialized medications that require unique storage conditions or handling.  However, do not pour liquid from the liquid bottles directly into the compartment
  • Can I receive refill notifications on my Smart Pillbox?
    Yes, you will receive notifications for refilling prescriptions.
  • Are there any age restrictions for using a Smart Pillbox?
    No, there are typically no specific age restrictions for using a smart pillbox. These devices are designed to assist individuals of all ages in managing their medication regimens more effectively. Whether you're a young adult, middle-aged, or a senior, a smart pillbox can offer benefits such as reminders, organization, and adherence monitoring. 
  • Can the patient use the pillbox without Wi-Fi or an internet connection?
    If you choose not to connect the smart pillbox to Wi-Fi or the Internet, it will function as a traditional pillbox, effectively organizing and storing your medications without relying on internet connectivity. However, it's important to note that the primary purpose of a Smart PillBox is to enhance medication adherence through timely reminders and real-time monitoring (RTM). For optimal functionality and to make use of its advanced features, it is recommended to connect the smart pillbox to Wi-Fi and the internet.

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