BOC leader reflects on tenure

OWINGS MILLS, Md. – Claudia Zacharias has parlayed her skills as a process improver, solution finder and transformational leader over the past 10-plus years into streamlining BOC’s systems, creating the Certified Durable Medical Equipment Specialist certification and ensuring a global pandemic didn’t disrupt certifications. 

“The industry continues to pivot,” said Zacharias, president and CEO, who has announced she will retire at the end of the year. “At BOC, for example, we continue to recognize our certification applicants’ coursework and practical experience that was completed through distance learning.” 

Zacharias, who has led BOC since 2009, spoke with HME News recently, reflecting on her tenure and why accreditation has become a “must have” for providers. 

HME News: What changes have you seen in the industry during your tenure? 

Claudia Zacharias: One of the most significant changes in DME/HME occurred shortly before I arrived: CMS required accreditation for DMEPOS suppliers. With this change, BOC launched a unique approach to accreditation and offered step-by-step guidance to customers who were beginning their journey to achieve this credential. 

HME: Have providers become more accepting of accreditation requirements? 

Zacharias: Yes, I believe people are more accepting of the need for accreditation than in the past. Over time, suppliers have remarked to us that preparing for and maintaining accreditation improves business practices. Accreditation is a “must-have” for most providers. It enables providers to receive reimbursement by CMS and many other third-party payers.  

HME: What’s your proudest accomplishment at BOC? 

Zacharias: I’m pleased with the strong financial legacy I’ve built while at BOC. During my tenure, we have experienced 13 consecutive years of business cycle revenue growth. Facility accreditations increased by an average of 30% each year, and BOC’s certification program successfully transitioned from a cost center to a profit center. As a byproduct of customer and financial growth, BOC’s staff size expanded, as well. These accomplishments are possible thanks to the talent, hard work and dedication of BOC’s staff and the guiding wisdom of our board of directors.