Resupply Program Manager

JOB SUMMARY

Responsible for managing the system, database, and process of ongoing patient supply replenishment recurring orders, insurance verifications, and delivery coordination of medical equipment, such as PAP and/or oxygen supplies, for patients. This role requires one to exhibit exceptional empathy and patience, as many daily interactions are with elderly, chronically ill, or frustrated patients. While this role does not have direct supervisory responsibility, it maintains a dotted-line leadership role. This role does not independently resolve employee relations matters or issue corrective action. Consistent attendance and strict punctuality are crucial to our operations, as any absence directly impacts our business and most importantly, our patients.

ABOUT US

Here at Total Respiratory (the “Company”), we are a fast-growing Durable Medical Equipment (DME) Company that provides a wide variety of respiratory equipment, such as CPAPs/BiPAPs, oxygen concentrators, and other respiratory equipment. Total Respiratory has been the best source for respiratory medical supplies and equipment because of our superior commitment to providing our patients with the absolute best in product quality and customer care! Our highly trained staff help make the best choices for patient needs, while providing friendly service and expert advice. Every effort is made to ensure the patient experience is as pleasant and efficient as possible. The Company’s mission is to meet the respiratory needs of our patients by providing the highest quality respiratory equipment, supplies and customer service. We ensure that members of our team receive ongoing education and training so that they are knowledgeable about the latest home healthcare technology and provide care with the highest quality service.

RESPONSIBILITIES

• Serve as a dotted-line leader for resupply staff, providing daily guidance, coaching and workflow guidance to staff, reporting employee concerns, operational challenges or workflow issues to Oversite and Human Resources, as appropriate.
• Deliver factual, objective observations regarding employee performance, workflow, personnel issues, training gaps, or staff support needs, to Oversite and HR.
• Reach out to existing patients via phone, email, or automated portals to check their current supply levels and schedule routine reorders.
• Answer incoming calls from patients, caregivers, and doctors regarding equipment troubleshooting, order status, and shipment tracking.
• Educate patients on their supply replacement schedules (e.g., how often they are eligible for a new CPAP mask under insurance guidelines).
• Review patient files to ensure active insurance coverage and check Medicaid, Medicare, or private insurance guidelines for supply frequency limits.
• Request, track, and upload required medical documentation, such as updated referral prescriptions or Proof of Delivery (POD).
• Document all patient interactions, order updates, and tracking details using specialized DME billing software (like Brightree).
• Coordinate with appropriate teams to ensure the correct products are packed and mailed/delivered on time.
• Work collaboratively with licensed respiratory care professionals and other members of the patient care team to provide timely, professional, and appropriate support to patients and their families.
• Complete verification of insurance for DME coverage and prior authorization information, (including but not limited to) deductible, effective date, and claims address, prior to shipping items.
• Support billing personnel, providing documents needed for reimbursement.
• Work with patients/clients to solve a variety of problems, thereby acting as a Company field representative.

• COMPLIANCE: Under the direction of a licensed clinician, execute daily operational compliance and documentation standards, including monitoring patient utilization, conducting timely check-ins/follow-ups, updating task lists, and resolving patient care items accurately.

• Promote teamwork among co-workers, including assisting fellow office workers, as needed.
• Demonstrate timeliness, courtesy, sincerity, and patience when dealing with customers.
• Must remain flexible and open minded with change and comfortably manage transitions from task to task effectively.
• Must be flexible and willing to provide support and/or coverage when primary staff is unavailable at various locations due to vacation, leave, etc...
• CONFIDENTIALITY: Ensure compliance with confidentiality and data protection regulations, as required in healthcare. 
• Maintain professional accountability, support company core values, and proactively communicate operational concerns or problems to the branch manager and/or oversite team.
• Flexible attitude and willingness to take on extra tasks, as necessary.
• Perform duties of a broad nature while working in a fast-paced environment, which include ability to have decision making, problem solving, and excellent customer service skills.
• Miscellaneous duties as assigned and as permitted by applicable federal and state laws and regulations, and within the employee’s authorized scope of duties, training, and competency. This job description is not inclusive of all responsibilities and duties and can be changed by management discretion at any time.

EXPERIENCE & QUALIFICATIONS

• High school diploma or equivalent required (bachelor's degree in healthcare administration, business, or a related field required).

• Minimum of 2 to 3 years of hands-on experience in DME operations, patient intake, or medical billing, with a strong preference for individuals who have previously worked directly with PAP and oxygen supply coordination.
• Must possess strong commitment to teamwork and the flexibility to adapt to changing priorities.
• Proven ability to provide "dotted line” leadership, offering daily guidance and performance feedback to teams.
• Ability to recognize the needs and concerns of people resulting in constructive working relationships.
• People-sensitive characteristics with a genuine desire to help others.
• Proficiency with electronic health records (EHR) and specialized DME software platforms. Strong typing and data-entry skills are required.
  

• Proficient in office setting with telephone, fax and MS Office Suites (Outlook, Word, Excel) knowledge.
• Strong commitment to reliability, with a history of excellent attendance and punctuality. You understand that showing up on time directly impacts our team's daily operations and the overall well-being of our patients.

• Exceptional verbal, written, and interpersonal skills with a patient-centric, empathetic approach to a diverse customer base.
• High degree of integrity, initiative, teamwork, and flexibility under minimal supervision.
• Must be eligible to work in the United States.

SCHEDULE

• This is a full-time position that will require a 40-hour work week.
• Hours: Generally, 8:00 AM-5:00 PM, Monday-Friday.

• Must be willing to work after normal business hours and on weekends.

NON-PATIENT CARE PHYSICAL REQUIREMENTS
Generally includes Accounts Receivable, Finance, Compliance, Human Resources, Oversite, and Senior Executive Leadership (CEO/COO). Physical demands associated with these positions generally range from sedentary to light work in an office setting. Positions may require prolonged sitting at a desk and frequent use of a computer, keyboard, telephone, and other office equipment. Employees must be able to move throughout the office as necessary to perform job responsibilities and interact with staff. Physical demands may include occasional standing, walking, lifting, carrying, and/or moving of office files, supplies, or light equipment weighting approximately 10–20 lbs. Manual dexterity and the ability to communicate effectively are also required.

PATIENT CARE PHYSICAL REQUIREMENTS Generally includes Operational, Sales, Delivery, and patient-facing positions. Depending upon specific position and its essential functions, physical demands associated with this position may include sitting, walking, driving, standing, lifting, carrying, maneuvering medical equipment, and ascending or descending stairs. Some positions involving the delivery, setup, service and/or handling of medical equipment may require the ability to lift and carry equipment (e.g., portable oxygen concentrators and nebulizers) weighing up to 50 lbs. independently. Duties may include frequent walking, standing, and climbing stairs while transporting medical equipment, and stooping, kneeling, crouching, reaching, or bending to set up, connect, inspect, clean or troubleshoot equipment. Manual dexterity and fine motor skills may be required to manipulate equipment and components (such as cleaning tubing). Positions involving driving require the ability to safely operate a vehicle and may involve frequent entry into and exit from vehicle throughout the workday. Depending upon position, employees may also be required to perform job duties in varying indoor and outdoor environmental and weather conditions.

REASONABLE ACCOMODATIONS: To perform a position successfully, an employee must be able to perform the essential functions of the position, with or without accommodation. Total Respiratory is committed to complying with applicable federal and state disability laws. Reasonable accommodations will be considered for qualified applicants and employees with disabilities or limitations, unless doing so would impose an undue hardship or otherwise be inconsistent with applicable law.

Employment is contingent upon a satisfactory response from a Background Screening. 

Total Respiratory believes in the principle of and practice of equal employment opportunity. The Company is committed to providing equal opportunity in all of its employment practices, including the selection, hiring, promotion, transfer, and compensation of all qualified applicants and employees without regard to race, religion, color, sex, sexual orientation, national origin, ancestry, citizenship status, uniform service member status, marital status, pregnancy, age, medical condition (including cancer-related or HIV/AIDS-related), disability or any other protected status in accordance with the requirements of all federal, state, and local laws.