Outsourced Resupply Coordination for DME Suppliers
An order without a signed medical necessity form is inventory sitting in a warehouse, not revenue.
We staff the signature chasing, resupply outreach and delivery scheduling with people trained on how a DME supplier runs. We automate the flag that catches a missing physician signature the instant an order is entered; our team is who chases the actual signature down.
Sound familiar?
The friction we hear most.
A missing physician signature stalls an order that already shipped
A certificate of medical necessity without a signature is not a technicality, it is an unbillable order sitting with a patient who already has the equipment.
The resupply call that never gets made becomes a denied claim later
Recurring supplies run on a cycle, and if nobody reaches out before it lapses, the patient runs out quietly and the next claim gets questioned for a gap in usage.
A delivery and setup appointment is not the same as dropping off a box
Equipment that needs fitting or instruction requires someone home and someone trained to explain it. Scheduling around only the delivery, not the setup, creates a second trip nobody budgeted for.
An audit letter asks for documentation from eighteen months ago
A supplier audit does not care how busy the week is. Documentation that was never filed properly at the time becomes hours of scrambling under a deadline.
Who joins your team
Roles we staff.
Documentation & Medical Necessity Coordinator
Chases physician signatures on certificates of medical necessity and compiles documentation packets before an order ships.
Resupply Coordinator
Tracks resupply cycles by product and reaches out to patients before they run out, rather than waiting for a call.
Delivery Scheduling Coordinator
Schedules delivery and in-home setup appointments around patient and caregiver availability, and confirms rental versus purchase terms.
Billing & Audit Support Coordinator
Follows up on denied claims tied to missing paperwork and keeps documentation audit-ready as it is created, not after a request arrives.
Day to day
What they handle, every day.
- Chase physician signatures on certificates of medical necessity before an order ships
- Track resupply cycles by product and reach out before a patient runs out
- Schedule delivery and in-home setup appointments around a patient's availability
- Determine rental versus purchase eligibility and confirm coverage before ordering
- Compile documentation packets ahead of an audit request
- Follow up on denied claims tied to missing or incomplete paperwork
- Confirm delivery windows and reschedule around patient or caregiver availability
- Process new equipment orders and route them to the correct supplier location
- Track maintenance and replacement schedules for rented equipment
- Answer billing questions about rental periods, ownership and replacement parts
The handoff
Where automation stops. Where the team starts.
Automation is genuinely faster at the first, predictable touch — that part is not in question, and we build that side too: managed AI agents and custom automation sitting on the systems you already run. What follows is the moment it runs out of road, and a trained person picks up with the context already in hand. Both halves come from us, on one account.
An order is ready to ship but the certificate of medical necessity is unsigned
Where AI stops
A system can flag the missing signature and surface the ordering physician's office contact the moment the order is entered, with no field ever overlooked. It cannot get that specific office on the phone through however many transfers it takes, and get the form actually signed.
What our team does
Calls the office, works through the transfers, and chases the signature until the order is unstuck.
A patient's resupply window opens
Where AI stops
A system can identify who is due and draft the outreach automatically, on schedule, for every patient on the cycle. It cannot call the ones who do not respond and find out what they actually still need versus what the cycle assumes.
What our team does
Calls the ones who do not respond and confirms what they actually still need.
A delivery is scheduled but nobody will be home
Where AI stops
A system can catch the conflict against the patient's stated availability the moment it is entered, with no scheduling error. It cannot call to reschedule and coordinate with a caregiver who has their own constraints.
What our team does
Calls to reschedule and coordinates with the caregiver if one is involved.
An audit letter requests documentation from months ago
Where AI stops
A system can pull every record tied to the order instantly, from wherever it is filed, with nothing missed. It cannot review the packet for completeness with an auditor's eye before it goes out the door.
What our team does
Reviews the packet for completeness before it goes out the door.
Built for this work
AI we build for DME suppliers.
Not an off-the-shelf chatbot. These are systems we build around how this work actually runs, on the software you already use — each one with a trained person behind it for the moment it needs judgment.
Signature chase agent
Tracks every order held up by an unsigned medical necessity form and works the physician's office until it is signed, escalating the ones aging toward a denial.
Resupply eligibility agent
Knows when each patient is next eligible, reaches out at the right moment, confirms what they still need and releases the order.
Audit packet agent
Keeps the documentation set complete per order as it is created, so an audit request is answered the same week rather than reconstructed.
Looking for something narrower?
One job, in depth.
Outcomes
What changes.
Resupply cycles missed
Order and scheduling coverage
Reorder confirmed before a resupply cycle lapses
What this could save you
Put a number on it.
The outcomes above are what changes operationally. Here's what a role like this is worth in dollars at DME suppliers — the staffing saving on its own, before the routine share of the work gets automated and stops being paid for at all.
What this could save you on DME suppliers
Move the numbers to match the role you're costing. The totals below update as you type — no email needed.
US cost, all-in
$54,216/yr
GH cost, all-in
$20,800/yr
Annual saving
$33,416
61.6% lower than staying in-house
Full itemised breakdown
See the six line items that make up the US-side total — payroll tax, benefits, paid leave, equipment, and recruiting — for the numbers above.
No sales call. We'll just send the same breakdown to your inbox.
Every assumption this rests on
These are conservative public US averages — employer payroll tax, benefits load, paid leave, and the rest — not GH Business Solutions' own measured figures. Every number above is either something you entered or something listed here: nothing is hidden, and nothing is rounded in our favor. It is disclosed in full so you can check the arithmetic yourself rather than take our word for it.
| Assumption | Value |
|---|---|
| Employer payroll tax | 9.15% (FICA 7.65%, plus federal and state unemployment) |
| Benefits load | 25% — insurance, retirement and supplemental pay only, since tax and leave are costed separately |
| Paid leave | 20 days (roughly 12 vacation days plus 8 public holidays) |
| Workstation and software | $1,500 |
| Cost per hire | $1,300 (SHRM 2026 median for nonexecutive roles) |
| US voluntary turnover | 18% a year (published US range is 13%-18% — we use the top of it) |
| GH rate | $10.00 per billable hour (our range is $9-$10 — we cost the top of it here) |
| Self-managed seat | $450 a month salary at cost, plus $70 a week for the desk, plus a $695 recruitment fee over 2 years |
Ready to talk specifics?
Tell us what's piling up. We'll tell you exactly what we would take off your desk.
Getting started
Two weeks, start to finish.
Week one
We map your workflow
A dedicated team lead learns your systems, protocols and escalation rules before anyone takes a live call or opens a live ticket.
Week two
Supervised live coverage
Your new team works real calls and real tasks alongside your staff, with a safety net until every handoff is clean.
Full handover
Coverage runs on its own
By the end of week two the team runs independently, with reporting you can review each morning rather than a queue you have to check.
Compliance & data handling
Built to be trusted with what matters.
- HIPAA-aligned handling of protected health information tied to orders
- Business associate agreement in place before any order data is accessed
- Named-individual access to order and delivery records, audit-logged
- Documentation practices built for audit exposure, not just delivery
Related services
Common questions
Before you ask.
Will patients know they are speaking to someone outside the supplier?
It is not built to be detectable. Callers reach a team trained on your specific product lines and your resupply schedule, answering under your company name rather than working from a generic script.
How do you handle protected health information tied to an order?
Every order carries protected health information — a diagnosis code, a physician's order, a delivery address tied to a patient. That data is handled under named-individual access with an audit trail on each record touched, on secure workstations, by staff trained before they process a single order. A business associate agreement is signed before any access begins, covering the physician offices and payers this data moves between.
Our system already flags an order missing a physician signature the moment it happens. Isn't chasing it down just a phone call a system could make?
The flag is instant, and that part is not in question. What a system cannot do is get a specific doctor's office on the phone, sit through three transfers, and come away with an actual signature instead of a promise to call back. Our team does that chasing, and denied claims, missing signatures and audit questions go to a person by default, not a queue.
Can the team work inside the order management and billing system we already use?
Yes. We work in whatever order management, documentation and billing system you already run, using credentials you issue and permissions you control. Nothing needs to migrate.
Does this make sense for an independent supplier or only a large distributor?
Both. An independent supplier usually starts with one person covering resupply outreach and signature chasing; a larger distributor runs a small dedicated team split across documentation, delivery scheduling and billing. The model scales by adding people, not by starting over.
How quickly can resupply and delivery coverage start?
Two weeks is typical. The first week maps your product lines, resupply cycles and documentation requirements and trains the team on them. The second runs live coverage supervised alongside your staff before full handover.
Also in healthcare
We staff the same half of the work here.
Ready to see this running in your business?
Tell us what's piling up right now. We will tell you exactly what we would take off your desk.
Talk to us