CPAP resupply: Questions you need to ask before you outsource

CPAP resupply: Questions you need to ask before you outsource

There are many reasons why a supplier of continuous positive airway pressure (CPAP) machines and other durable medical equipment (DME) would want to outsource part or all of their operations to a DME resupply company. Maybe their business is growing and they’re finding it difficult to keep up with the increasing demand. Perhaps they lack knowledge about the latest trends and technologies in the DME industry. Or maybe they haven’t been getting maximum reimbursements from Medicare and private insurance firms, and this has cost them massive revenue losses.

Whatever the reasons, outsourcing your CPAP resupply needs will benefit your business in more ways than one. From streamlined operations to optimized reimbursements to better patient outcomes, there’s a lot you stand to gain from partnering with a resupply company like Revsuppliance.

These questions will guide you through the all-important process of choosing the best resupply company to partner with based on your needs and goals, as well as those of your patients.

Should I outsource 100% of my business?

A CPAP resupply company can handle all aspects of your business, from keeping and maintaining stocks of your products to shipping and delivery. They can also handle patient follow-ups, ensuring that your patients get the supplies they need on time and that they continue with their therapy. Outsourcing your entire operations frees you and your staff to focus on tasks that will boost your bottom line.

But if you choose to not outsource 100% of your business, that’s fine too. For instance, if most of your patients have Medicare paying for their CPAP supplies, you could outsource their accounts and keep the rest in-house. This eases the burden on your staff and improves their efficiency, as they have to deal with fewer patients and third parties. And with dedicated specialists handling your accounts, you’re ensured of maximum reimbursements, as well as better patient experiences.

You could also choose to outsource only a certain percentage of your business, regardless of the insurance providers you’re working with. Doing so will help you ease into your new business model, ensuring that everything runs smoothly. And while some DME resupply companies manage and deliver products straight from their warehouses, it might be a good idea to keep stocks in your own warehouse or store. This way, you can serve new patients and referrals who visit or call your establishment.

What should I look for in a CPAP resupply company?

You should partner with a resupply company whose processes and service standards align with your own. If they fit with your business model and operations, then integration would be seamless, enabling you and your staff to go about your tasks as usual with little to no hassle or interruptions.

Among the specific factors you should look into when evaluating a potential resupply partner are their:

  • Follow-up call style

    Typically, CPAP resupply companies use an interactive voice response (IVR) system or employ live agents to make follow-up calls.

    IVR systems can be fully automated; the resupply company can pre-record “yes or no” questions that patients can answer by pressing numbers on their phone. But because questions are limited to ones answerable by “yes” or “no,” it’s difficult to acquire details about patients’ CPAP therapy and compliance. Also, many patients might not like “talking to a machine,” which could lead to lower response rates. This, too, could hurt how your business collects information critical to providing better patient care and service.

    Live agents, on the other hand, provide a personal touch to follow-up calls, and they can get more detailed information from patients. Typically, they use a script that includes follow-up questions to clarify patients’ answers. But if a resupply firm doesn’t have enough agents, they might not be able to call your patients on time or on a regular basis. This could lead to delays in product delivery and, in turn, to your patients’ noncompliance with CPAP therapy.

    Ultimately, you should choose a resupply company that provides the kind of service you would provide your patients. If you value efficiency, go with a firm that uses IVR. On the other hand, choose a company that has live agents if personalized service is important to you.

  • Documentation and reporting processes

    When evaluating a CPAP resupply firm, ask for a demonstration of how they document clinical notes and equipment dysfunctions. In particular, find out how they record, store, and access information on supply dysfunctions, which is needed when requesting for replacement equipment for your patients and filing for reimbursements.

    Additionally, ask how they will notify you about your patients’ problems and concerns. At the very least, the resupply company should make it easy for you to know which patients to contact and what their concerns are. This way, you can direct them to the people in your own team who can best address patients’ issues. Each patient’s clinical notes should also be properly documented and easily accessible so your employees will be able to refer to them when talking to a patient.

  • Data protection and compliance strategies

    As a CPAP resupply provider, you deal with patients’ sensitive information, including their health histories and financial and insurance details. Safeguarding your patients’ data should be a top priority, so look for a CPAP resupply company that puts a premium on data protection and compliance. Ask what platforms they use for account management as well as billing and invoicing, and what strategies they have in place to keep patients’ data safe and secure.

Will outsourcing cost my business more money?

Running your own CPAP resupply program involves a lot of costs, with labor eating a large chunk of your budget. If you have a full-time team handling all your business’s operations in-house, you’re going to have to pay them monthly salaries plus benefits, as well as extra for any overtime work they perform. And as your business grows, you’ll need to hire and train new employees — and provide ongoing education to your existing ones — which can also leave a huge dent in your business’s finances.

Knowing this, you might think that outsourcing will just be an added expense, something that you can certainly do without. But outsourcing your resupply program will actually help you reduce costs. For a flat monthly fee, a CPAP resupply company’s team of specialists will take care of every aspect of your business — you won’t have to hire and train new talent when your business grows or if you lose a member of your staff.

Also, a resupply firm’s dedicated team of billing professionals knows the ins and outs of healthcare billing and invoicing, so they can ensure minimized rejections and maximized reimbursements for your company. They can also provide you with regular, customized reporting, which gives you better insight into your business’s financial performance as well as what steps to take to improve your company’s profitability.

The CPAP resupply industry is a highly competitive one and in order to thrive in it, your business needs expert help. Let Revsuppliance be your resupply partner, and we’ll see to it that you and your staff get the support you need to grow your business and take better care of your patients. Call us at 405-467-1791 for more information or to schedule a demonstration.

benefits of resupply company

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