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Ordering

Acelity combines the strengths of KCI and Systagenix

Our Trained Customer Service Personnel Are Ready to Assist You with Any Questions You May Have for Accessing Our Products

  • For KCI Products

    Develops proprietary negative pressure technologies, like the V.A.C.® Therapy System, that have revolutionized the way in which caregivers treat a wide variety of wound types.
     
    Contact KCI for Customer Support
    KCI Customer Support is available to answer your questions regarding billing, reimbursement, or product-related clinical and technical support, 24 hours a day 7 days a week
     

    KCI Express®

    KCI Express® is an online product ordering and customer service platform designed for our acute and post-acute customers. KCI Express® simplifies the entire ordering process, including initial order submission, delivery, tracking, analysis, and service via an intuitive web-based browser interface.
     
    For more information visit the KCI Express® Ordering page.
     

    Acelity Advantage Center

    The Acelity Advantage Center is staffed with trained customer service professionals to assist with order placement, product discontinuation, and general inquiries. Acelity Advantage Center can be reached at 1 (800) 275-4524, 24 hours a day 7 days a week.
     

    KCI Service Centers

    With numerous service centers throughout the country, KCI is able to support your patient care needs:
     
    • Timely pickup and delivery of KCI products
    • Cost-effective maintenance and repair
    • Convenient access to all home care markets
     

    Response Team Technical Contact Center

    With 24-hour availability, KCI is able to provide troubleshooting support for all V.A.C.® Therapy devices:
     
    • Helps provide on the spot problem identification and resolution or service work order submission
    • Convenient telephone access for all care settings
     
    To access this service, please call 1 (800) 275-4524 and select option 3 from the main menu, or you may ask for product technical assistance.
     

    Order Fulfillment

    The KCI Order Fulfillment department works closely with Medicare, Medicaid, Managed Care and private insurance companies to determine coverage and ensure claims are filed accurately for our home care patients. Our centralized clinical team works with payer case managers to provide support for ongoing medical necessity of V.A.C.® Therapy.
     

    KCI Reimbursement Hotline

    KCI is committed to providing customer service to clinical providers and healthcare facilities that use KCI products, including product reimbursement resources.
    The Reimbursement Education Hotline is staffed by reimbursement specialists to offer assistance with the following:
     
    • Coding
    • Published Coverage Guidelines
    • Reimbursement Information
            
    KCI Reimbursement Education Hotline is available from Monday to Friday, 8 a.m. – 8 p.m., EST
    Tel: 1 (800) 668-6812
    Fax: 1 (800) 311-9291
    Email: ReimbursementEducation@KCI1.com
     
    For more information on V.A.C.® Therapy reimbursement, please visit the V.A.C. Reimbursement page.
     
  • For Systagenix Products

    Advanced Wound Dressings
     
    Systagenix
    Offers a portfolio of leading edge advanced wound dressings for managing hard-to-heal acute and chronic wounds.
     

    Contact Center

    For Advanced Wound Dressings orders and queries, please contact the Acelity Advantage Center. The Acelity Advantage Center is staffed with trained customer service professionals to assist with order placement, product discontinuation, and general inquiries. The Acelity Advantage Center can be reached at 1 (800) 275-4524, 24 hours a day 7 days a week. The fax number for distributor orders for Systagenix is 1 (866) 523-5156.
     

KCI Express®

Contact a Representative

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