Resupply Specialist

About United Medical

United Medical is a family-owned durable medical equipment supplier, serving patients since 1995 and focused on compression therapy and post-mastectomy care. We provide compression garments and pneumatic compression pumps for patients managing lymphedema and venous conditions, along with mastectomy bras and external breast prostheses for breast cancer survivors. Our patients rely on these products every day, and timely replacement directly affects their health, comfort, and confidence.

Position Overview

The Resupply Specialist makes sure every eligible patient receives their replacement supplies on time. This person reaches out to patients when they are due for new garments, pump supplies, mastectomy bras, or prostheses, confirms their needs, and processes accurate, fully documented orders in NikoHealth.

As one of the first members of our new resupply team, the specialist will help shape how the program runs. The role combines warm, patient-centered phone and email outreach with careful order processing, and it plays a direct part in patient health and in United Medical's growth.

Key Responsibilities

Patient outreach

• Contact patients by phone, text, and email when they become eligible for replacement supplies.
• Explain why timely replacement matters, answer product questions, and confirm sizing, quantities, and delivery details.
• Handle sensitive conversations, especially with post-mastectomy patients, with discretion and respect.
• Follow up persistently but courteously with patients who don't respond.

Order processing

• Enter and update resupply orders accurately in NikoHealth.
• Verify each order meets payer requirements before release, including replacement frequency limits, current prescriptions, medical necessity documentation, and proof of delivery.
• Coordinate with intake, billing, and fitting staff to resolve missing documentation or order issues.

Patient records and compliance

• Keep patient contact notes, preferences, and resupply schedules current.
• Flag patients who have lapsed or may be eligible for additional products.
• Protect patient information in accordance with HIPAA.

Team support

• Meet daily and weekly outreach and order targets set by the Resupply Manager.
• Follow resupply SOPs and call scripts, and suggest improvements based on patient feedback.
• Support teammates during busy periods.
  
  

Qualifications

Required

• 1+ year of experience in DME, medical office, healthcare customer service, or a similar patient-facing role.
• Clear, warm phone and written communication skills.
• Strong attention to detail and accuracy with high-volume, repetitive work.
• Comfort learning new software and working in multiple systems at once.
• Ability to work independently and stay productive in a remote setting.
• High school diploma or equivalent.

Preferred

• DME resupply or order intake experience.
• Experience with NikoHealth, Brightree, or similar DME software.
• Familiarity with Medicare and commercial payer documentation requirements.
• Experience with compression, lymphedema, or post-mastectomy products.
• Working knowledge of HIPAA.
  
  

What Success Looks Like

First 30 days:

Trained on resupply SOPs, product lines, and NikoHealth. Making patient calls with coaching.

First 90days:

Working independently, meeting daily outreach and order targets, with orders consistently accurate and complete.

Work Environment

This is a fully remote position. The candidate must have a quiet, private workspace suitable for handling protected health information and a reliable high-speed internet connection. Availability during United Medical's standard business hours of 8-5pm eastern time zone is required.

Compensation and Benefits

• Pay range: 22-26 Per Hour
• Benefits: Medical, dental, and vision insurance, PTO, retirement plan, and 7 paid holidays
  
  

Equal Opportunity Employer

United Medical is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by law.