If you need an organization administrator login, contact the ReSupply Client Services team and ask them to create an organization administrator account for your organization. If you need a resupply user login, contact your organization administrator or the ReSupply Client Services team and ask them to create a resupply user account.

I forgot my login password and I don't have an email address to reset it. What should I do?

If you are an organization administrator user, contact the ReSupply Client Services team to reset it. If you are a resupply user, contact your organization's administrator to reset it.

Can I edit/change my username?

No, your username cannot be changed once it is created in ResMed ReSupply.

Why have I been taken back to the login page (logged out)?

For security purposes, you are automatically logged out when there has been no activity for more than 20 minutes.

How can I reset my password?

You can reset your password using the email address you provided during account set up. If you do not have access to the inbox for the email address you provided, contact your organization administrator to reset your password. If you are an organization administrator and you do not have access to the inbox for the email address you provided, contact the ReSupply Client Services team to manually reset your password. For more information, see our article on resetting your password.

How long does the "Forgot your password?" link stay active?

The "Forgot your password?" link stays active for 24 hours. If the link expires, go to the ResMed ReSupply login page and click Forgot your password? to obtain another link.

What browsers are supported by ResMed ReSupply?

Microsoft® Internet Explorer 11 or above (32 and 64-bit)
Firefox 31.0 or above
Chrome™ 12 or above

What additional software is required for ResMed ReSupply?

Microsoft® Office Excel 2007 or above

How are my organization reimbursement rates used if bills are not generated from ResMed ReSupply?

If you enter your organization's reimbursement rates, it allows ResMed ReSupply to show you a more accurate estimate of the revenue generated through the resupply outreach program. Current CMS average rates are used for default values.

How does ResMed ReSupply know when a patient is eligible for resupply?

The ResMed ReSupply eligibility engine checks each HCPCS the patient is prescribed, calculates the amount of time since the product was last supplied and compares it to the resupply frequency of the patient’s payor plan. If the amount of time since the patient was last supplied is greater that the patient’s resupply frequency of the item, the patient is eligible for resupply of that specific item. A patient can be eligible for any number of items at one time.

Each time a supply request is processed in ResMed ReSupply, the last supplied date of each item on the supply request is updated when the item ships. ResMed ReSupply only tracks supply requests and shipments processed in ResMed ReSupply. There is no integration with billing systems or insurer payment systems. If a patient informs a ResMed ReSupply user they received new supplies through another system, the user can enter that item's last supplied date into ResMed ReSupply to update the eligibility engine.

What is a default payor and why is it assigned to some of my patients?

A payor is required for each patient. ResMed ReSupply determines outreach based on patient resupply eligibility and payor guidelines. The system assigns a default payor to a patient when a match cannot be found between their payor and the available payors listed in the system. The default payor follows CMS guidelines for eligibility, call schedule and reimbursement rates.

The system may assign a default payor to your patient for a number of reasons:

The patient's payor needs to be defined in ResMed ReSupply. Learn more.
The patient's payor follows CMS guidelines so there was no payor profile created for them.
When the patient was imported, ResMed ReSupply did not find an exact match between the payor and the payor name or alternative payor name. Learn more.

Is a patient outreached as soon as they are eligible for new supplies?

No, a patient is only outreached when they are eligible for new supplies and ResMed ReSupply has not called or emailed them in the last 90 days. A patient is never contacted if their notification preference is set to "Do not contact" or if they are inactive.

Who do I contact for any administrative ResMed ReSupply questions?

For all ResMed ReSupply administrative questions, contact us at ReSupplySupport@ResMed.com.

What is the email address for ResMed ReSupply questions?

For all ResMed ReSupply questions, the email address is ReSupplySupport@ResMed.com.