Patient Resupply Sales Representative

ROLE PURPOSE

Convert eligible patient resupply opportunities into completed orders through disciplined outbound selling, effective patient communication, consistent follow-up, and accurate documentation. This is a sales role in a healthcare environment - not a medical billing, claims, or clinical position.

Position Summary

The Patient Resupply Sales Representative works an assigned population of existing and eligible patients, primarily by phone, to understand current supply needs, explain available replacement products, overcome routine objections, and ask for the order. The representative is accountable for individual production and quality results and is expected to operate comfortably in a high-volume, metrics-driven sales environment.

Product, payer, system, and respiratory/DME knowledge can be taught. The core requirement is demonstrated sales behavior: energy, persuasive communication, resilience, listening, follow-up discipline, coachability, and the ability to close.

Primary Responsibilities

• Make a high volume of outbound contacts to assigned patients and work opportunities consistently through the established contact cadence.
• Convert eligible opportunities into qualifying orders by identifying patient needs, explaining relevant resupply options, addressing routine objections, and directly asking for the sale.
• Build rapport quickly by phone while communicating clearly and respectfully with older adults and patients managing chronic conditions.
• Follow up persistently on unanswered, undecided, or incomplete opportunities without creating an inappropriate or high-pressure patient experience.
• Work toward individual monthly order-production goals and contribute to team revenue and production objectives.
• Use approved scripts, sales techniques, automation tools, and workflow systems while applying judgment rather than reading mechanically from a script.
• Accurately document patient contacts, dispositions, orders, follow-up actions, and other required information in Brightree and/or related systems.
• Maintain productivity while navigating multiple systems during patient conversations.
• Learn product, eligibility, payer, documentation, and workflow requirements necessary to produce valid orders; escalate clinical, billing, or complex coverage questions appropriately.
• Protect patient information and follow HIPAA, privacy, security, quality, and compliance requirements.
• Accept coaching, review personal performance data, and adjust call approach and work habits to improve conversion and production.
• Participate in testing and adoption of automation and AI-enabled workflows intended to improve patient outreach, conversion, documentation, and efficiency.

Performance Expectations

Area	Expectation
Sales production	Own an individual monthly qualifying-order target after completion of the ramp period.
Activity	Maintain the outbound contact volume and follow-up discipline necessary to support quota attainment.
Conversion	Turn eligible opportunities and patient conversations into completed orders; activity alone is not success.
Quality	Produce accurate, supportable orders and maintain acceptable cancellation, reversal, dilution/write-off, and documentation results.
Accountability	Know personal results, respond to coaching, and take ownership for improving performance.
Ramp	Progress through the established three-month training/ramp program and reach full productivity expectations thereafter.

Qualifications

• Prior success in inside sales, outbound sales, retention, collections, appointment setting, wireless, insurance, banking, hospitality, retail sales, or another high-volume customer sales environment strongly preferred.
• Demonstrated ability to persuade customers, handle objections, ask for a commitment, and work toward measurable production goals.
• Comfort making repeated outbound calls and hearing "no" without losing energy or effectiveness.
• Strong phone presence, listening skills, verbal communication, and ability to establish trust quickly.
• Comfort with individual goals, visible performance metrics, incentive compensation, and regular coaching.
• Ability to learn products, systems, workflows, and compliance requirements quickly.
• Ability to work accurately and efficiently across multiple computer applications while speaking with customers.
• High school diploma or equivalent required; additional education is valued but is not a substitute for demonstrated sales ability.

Experience That Is Not Required

• Medical billing or claims experience.
• DME, respiratory, CPAP, or healthcare industry experience.
• Clinical credentials or clinical experience.
• Deep payer or insurance reimbursement expertise.

Candidates should not be screened out simply because they lack healthcare or DME experience. Sales aptitude and demonstrated production behavior should carry substantially more weight than industry familiarity.

Success Profile

Successful representatives are competitive without being aggressive, persistent without being disrespectful, comfortable with measurement, motivated by results, receptive to coaching, and capable of maintaining pace and accuracy in a repetitive high-volume environment. They treat each patient interaction as an opportunity to solve a need and earn an order - not simply complete a call.

Compensation Structure

Hourly base compensation plus individual performance incentive opportunity. Incentive compensation is tied to qualifying-order production under the current Patient Resupply Sales Incentive Plan. Specific rates, ramp provisions, and payout mechanics are governed by the applicable compensation plan and offer documentation.