CSR - Patient Resupply Specialist

Job Description

Job Description

POSITION SUMMARY:

The Patient Resupply Specialis t is responsible for delivering exceptional customer service while proactively identifying opportunities to improve patient outcomes through the sale of Home Medical Equipment (HME), respiratory supplies, and related products. This position develops long-term relationships with patients by educating them on available products, insurance benefits, replacement schedules, and additional equipment that supports their health and independence.

The Resupply Team serves as a trusted advisor by identifying customer needs, recommending appropriate products, increasing recurring supply revenue, and ensuring patients receive the equipment and supplies necessary to achieve the best possible outcomes.

RESPONSIBILITIES INCLUDE (BUT ARE NOT LIMITED TO):

• Delivering outstanding customer service creates long-term patient relationships and loyalty.
• Proactively contact patients regarding recurring supply replacement schedules.
• Educate and assess current products as well as recommend additional medically appropriate products and accessories based on patient diagnoses, equipment usage, lifestyle, and insurance coverage.
• Cross-sell complementary products that improve patient compliance, comfort, convenience, and independence.
• Answer inbound calls while also making outbound sales and follow-up calls to existing patients.
• Process recurring supply orders accurately and efficiently.
• Verify insurance benefits, authorizations, and required documentation.
• Maintain accurate patient records and document all customer interactions.
• Collaborate with Respiratory Therapists, Intake, Billing, and Clinical staff to maximize patient satisfaction and revenue opportunities.
• Collect applicable patient balances and explain financial responsibilities.
• Stay current on Medicare, Medicaid, and commercial insurance coverage guidelines affecting HME and respiratory.

KEY PERFORMANCE EXPECTATIONS SECTION:

The Patient Resupply Specialist is expected to:

• Maximize appropriate HME/respiratory product sales.
• Increase patient retention and reorder compliance.
• Maintain high customer satisfaction scores.
• Meet departmental productivity standards.
• Accurately process patient orders with minimal errors.
• Maintain compliance with all Medicare, Medicaid, HIPAA, and company policies.
• Discover patient needs rather than simply fill requests.
• Educate patients on products that improve quality of life.
• Increase recurring revenue through ethical cross-selling and upselling of medically appropriate equipment.
• Build long-term relationships that keep patients returning to Kubat

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

• Demonstrated ability to identify sales opportunities while maintaining exceptional customer service.
• Strong consultative selling and relationship-building skills.
• Excellent verbal communication with the ability to educate patients and confidently recommend products.
• Ability to overcome objections while maintaining a compassionate, patient-centered approach.
• Results-oriented with the ability to achieve sales and productivity goals.
• Working knowledge of Medicare, Medicaid, and commercial insurance guidelines for HME/respiratory preferred.
• Ability to prioritize multiple patient interactions while maintaining accuracy.
• Strong problem-solving and critical-thinking abilities.
• Participate in product training and ongoing sales education.
• Regular and reliable attendance.
• Perform other duties as assigned.

PREFERRED QUALIFICATIONS:

• One to three years of HME, medical supply, healthcare sales, or inside sales experience preferred.
• Experience working in respiratory, home medical equipment, or healthcare environments.
• Knowledge of Medicare and commercial insurance coverage for HME.
• Experience achieving sales or customer retention goals.
• Medical terminology.
• Microsoft Teams, Excel, and Word.
• Bilingual (English/Spanish) preferred but not required.

WORK LOCATION:

• 11111 Mill Valley Road, Omaha, NE 68154

WORK SCHEDULE:

• Monday – Friday 11:00 a.m. – 7:00 p.m.