Patient Resupply Representative

About Us
HireKayana is a talent agency that connects Filipino Remote Professionals with global companies that operate within real systems and value disciplined execution. These are long-term professional roles—not gig work. Our partners build structured teams where accountability, clear communication, and operational discipline matter.
Apply through the provided application form. Only candidates who submit their application via the attached form will be considered.
Application form: https://hirekayana.ph/
About the Role
We're looking for a steady, detail-oriented Patient Resupply Representative to join the CPAP supplies team of a US-based respiratory care provider. You'll help existing patients replace the supplies that wear out on their CPAP machines—masks, tubing, and housings—through inbound and outbound calls, and complete each order accurately so patients get what they need quickly.
This is an order-taking and patient-advocate role, not a hard-sell sales role. Nearly every call is an order in some form, and the real work is in preparing it: spotting what an order is missing, such as a current doctor's visit note or updated insurance details, then doing the legwork to get it so the patient doesn't have to. Success is measured by speed and thoroughness—getting a patient from request to delivery as quickly as possible, with nothing missing.
What You'll Do
Taking & Placing Orders
Handle inbound and outbound calls with existing patients about their CPAP supply orders
Verify each patient's identity and review their account: what they're due to reorder, how it's paid for (insurance, HSA, government program, or private pay), and whether they're meeting coverage requirements
Place each order accurately in Brightree, confirming items, payment method, and delivery timing before ending the call
Reach out proactively to new patients who haven't placed a first resupply order and to patients whose supplies are overdue, using quieter phone time for outbound follow-ups
Preparing Orders & Following Up
Review each order before the call and identify everything it needs to go live
Request missing documents directly from the patient's physician (e.g., by fax) and follow up until they arrive
Contact patients quickly after a request comes in—speed from request to delivery is the main measure
Use usage and compliance information to help patients stay eligible for coverage, and flag low usage or equipment issues that could affect their sleep or insurance
Patient Experience
Own each patient's experience end to end, doing the legwork so ordering supplies feels effortless
Explain what a patient needs and why in plain language, with patience for adult patients who may be managing a health condition
Keep every call consistent in quality from the first of the day to the last—natural and unscripted, while covering everything compliance requires
Direct callers who need a clinical appointment or another service to the right department
Documentation, Systems & Compliance
Document every contact and order accurately in Brightree, working across multiple screens during a call
Protect patient information and follow HIPAA, privacy, and security requirements
Escalate clinical, billing, or complex coverage questions to the right person
Adapt to updated phone and call-quality tools as systems evolve
What We're Looking For
Non-Negotiables
Healthcare background, such as patient support, medical office, healthcare customer service, or medical supply experience
Customer service experience, with strong active listening and the ability to explain things clearly and patiently
Clear, confident spoken English and a calm, patient phone manner with adult callers
Steady, detail-oriented work in a repetitive, high-volume setting, with consistent quality all day
Comfortable with computer systems and working across more than one screen during a call
HIPAA-trained, or willing to complete HIPAA training before taking patient calls
High school diploma or equivalent
Available to work US Central Time evening hours
Preferred Qualifications
Prior inbound or outbound phone experience in roles such as inside sales, collections, or insurance
Experience with DME, respiratory care, or CPAP supplies
Familiarity with insurance coverage, HSA, or government payer programs
Familiarity with Brightree or similar order and patient management systems (training is provided)
A consultative, service-first approach—you guide and educate rather than push or upsell

Work arrangement
Yes