In a production study of over 10,000 patients, Synthpop's resupply outreach delivered a 9.5% higher patient-level order rate and 77% fewer staff hours than human-only outreach – reaching patients across voice and text, capturing the order, and writing every attempt back to the system of record.
Resupply demand is predictable; patient response is not. This is why resupply outreach is one of the biggest sources of missed revenue and missed care in durable medical equipment. Every month, a new set of patients becomes eligible for CPAP, diabetes, incontinence, and other supplies – and every month, revenue leaks in the gap between eligibility and response. Teams have a finite workday, patients answer at different times through different channels, and the queue resets before the last cycle is finished. The result is uncaptured orders, patients who never get reached, and staff spending their hours dialing, leaving voicemails, and documenting outcomes instead of helping patients.
Synthpop's resupply outreach product takes that on. It's a multimodal outreach platform: Synthpop's agents text and call patients about their resupply eligibility, walk them through their options, and capture the order – reaching patients where they are, not just where a text can find them.
The results
A resupply operator moved a clean cohort to Synthpop-first outreach and measured patient-level orders against human-only outbound outreach. Across over 10,000 patients in 12 different operating accounts over a four-week production window:
- 9.5% higher patient-level order rate compared with human-only outreach.
- 77% fewer staff hours per outreach cycle, freeing people for callbacks, transfers, and exceptions.
- 56% of orders captured on first contact, and 88% within three attempts.
Why it matters
For DME providers, resupply is recurring revenue that depends entirely on consistently reaching patients. Doing that well at scale is hard, and the systems most teams rely on weren't built for it. Synthpop's agents run outreach across both text and voice, so patients who might overlook a text still get a call – and the provider captures orders that would otherwise be lost.
Just as important, every outreach attempt is documented. Synthpop writes a record of each attempt back into the provider's resupply platform, even when the patient isn't reached. That gives DMEs proof of outreach they can show to referral sources and payors — an increasingly critical requirement for keeping contracts, and a benefit that isn't obvious until a payor asks for it.
What Synthpop's resupply outreach does
Synthpop's resupply outreach is built on the patient-communication platform the company already runs at scale, having handled outbound and inbound calls with tens of thousands of patients. Its capabilities include:
- Multimodal outreach – text and AI voice calls, so patients are reached through the channel that actually works for them.
- Reaching patients when they're actually available – Synthpop can analyze the data and optimize outreach for the times patients are most likely to answer, including outside the standard call window.
- Integration with the resupply system of record – Synthpop reads eligibility data to know when a patient is due, and writes results and attempt records back, keeping the provider's system current.
- Documented outreach – every attempt, successful or not, is logged back to the provider's platform as proof of outreach for referral sources and payors.
- Order capture – agents confirm eligibility and capture the patient's resupply order in the same conversation.
- Human handoff where judgment matters – product changes, coverage questions, more complex cases, and requested help are warm-transferred or queued for staff.
- In-call payment collection – on a resupply call, agents can collect the patient's payment through a secure, PCI DSS–compliant flow, without handing off to a live agent.
Synthpop-first does not mean Synthpop-only: the platform works the volume, and the provider's team manages the moments that need them. As Elad Ferber, Co-founder and CEO of Synthpop puts it:
"Getting patients their (re)supplies on time is good for the business and good for the patient – but most outreach today misses too many people. Providers can't even prove they tried - risking compliance adherence audits. We reach patients by text and by voice, capture the order, and document every attempt. That combination is what makes this work at scale."
