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ResMed Help Center

ReSupply 2.0 Help Guide

This article will act as a reference for how to perform day-to-day tasks in Resupply 2.0

FAQs:

What is the URL for the patient to log-in to for their portal?

How do I check the status of a patient's supply request?

What is the phone number for ReSupply 2.0?

How do I update a patient's insurance information?

Are the password requirements for the patient portal different between 1.0 and 2.0?

Don't see what you're looking for? Try clicking on All Questions to see a full list of topics in this article.

What is the URL for the patient to log-in to for their portal? https://myresupply.resmed.com (back to top)
What is the phone number for ReSupply 2.0? 844-371-8195 (back to top)
What are our hours of operation?

Eastern - 9am - 8pm

Central - 8am - 7pm

Mountain - 7am - 6pm

Pacific - 6am - 5pm

How do I update a patient's insurance information? 
  1. If there is an Open Call Script – change the insurance during the protocol. This will create an automatic work item.

 

  1. If there is no Open Call Script and you are placing a supply request for the patient - add the patient's new insurance information as a note at the end of the patient's new supply request.

 

  1. If there is no Open Call Script – change the insurance on the Patient Details tab and manually create a Customer Message Work Item to advise the HME. (back to top)
How can I add a supplemental insurance?

Currently, we cannot add a supplemental insurance to a patient's account. If the patient has a second insurance to add, either add a note to the end of their supply request, or create a Customer message work item (if not placing a supply request) including the patient's second provider and member ID. (back to top)

How do I check the status of a patient's supply request? Please see this article to review the status of a patient's supply request. (back to top)
What do I do if a patient wants to cancel a supply request? Please review this article to determine how to address a patient's request to cancel their supply request. (back to top)
How do I submit a new machine request? Create a Change Supplies work item, using the New Machine Request template found in this article. (back to top)
How do I submit a new mask request? Add a note to the patient's supply request, using the template found in this article. (back to top)
What if a patient wants to stop being contacted (opt out)? Go to the Patient Details tab, then click on edit under Contact Information. Change the contact method to Do Not Contact. This will still allow the patient to call or log-in to request supplies, but turns off the automated outreach. (back to top)
What do I do if I receive an email from a 2.0 patient?

If the patient's email requires action from the HME

1.Create a note on the patient's account, summarizing the email (including the time stamp of when the email was sent).

2.Create the necessary work item for the HME, using the templates found here as needed

If the patient's message does not require action from the HME

1.Work the email as required.

2.Create a note on the patient's account summarizing the email (including the time stamp the email was sent), along with what you did to resolve the patient's concern.

Example Note: Patient email wanting the status of their order from 12/15/2019. Created work item for HME. (back to top)

How can I create a new patient in ReSupply 2.0? Currently, CSRs are not able to add patients or create patient accounts in ReSupply 2.0. If you receive a call/email from a patient needing a new account, refer them back to their HME. (back to top)
How can I reset a patient's portal password? Have the patient go to https://myresupply.resmed.com and click on the Forgot your Password link under the the Password field. The patient will need to put in the email address associated with their ReSupply account. (back to top)
Are the password requirements for the patient portal different between 1.0 and 2.0?

The criteria for 2.0 patient portal passwords are slightly different than those for 1.0:

  1. Must be between 8 and 16 characters long
  2. Cannot contain the same character more than three times in a row
  3. Cannot be the same as your username
  4. The password must be unique
    1. Cannot be one of the past 10 passwords used
    2. Cannot be a password used in the past 12 months
  5. Must contain all of the following types of characters:
    1. Upper case letter
    2. Lower case number
    3. Number
    4. Special character (back to top)
How do I modify a patient's supply request? Leave a note on the patient's supply request indicating what item(s) need to be added / removed / changed. (back to top)
What do I do if a patient says they are having an issue with their machine? Create a Customer message work item, using the Equipment Concern template found in this article. (back to top)