Kyle Neese on balancing technology 

AKRON, Ohio – ACU-Serve has made another move to help HME providers with their resupply programs, recently bringing Kyle Neese onboard as a senior account executive. 

Neese, who comes to ACU-Serve from React Health and before that Brightree, where he was part of the AllCall Connect acquisition, was a recent guest on the HME News in 10 podcast to talk about the importance of a “happy medium” between leveraging technological advancements and honoring patient experience. 

“Originally being part of AllCall Connect, I was able to learn from the ground floor what can come from real patient care coupled with strong provider relationships,” he said. “During that time, I was able to develop deep telephony infrastructure experience, which allowed me to then take a step back and partner that much closer with my customers (through) firsthand consulting experience. Now fast forward to today, this allows me to compare and contrast – both (my) past experience and how building the right partnerships to scale business will allow these customers to maximize their software investments.”  

Earlier this year, ACU-Serve acquired Beyond HME and tapped Jim Dragatsis and Margaret Lindskog to head the company’s resupply business. 

Here's what else you’ll hear on the episode. 

On outsourcing resupply 

“Looking back at my time on the manufacturer side of the industry, I was able to really see the struggle of customers not having the ability to access the amount of product needed to support their patient bases,” he said. “With all that has gone on in these five years, so much time now is spent on onboarding due to turnover and market changes. Providers need experts they can trust to mitigate those staffing struggles, so they can focus their time on where it’s needed most with their patients.” 

On expanding resupply beyond CPAP 

“We’re seeing patients crossing over into additional disease states more than ever,” Neese said. “(Having one provider for all their resupply needs) is going to significantly help patients, because in some instances they’re going from one company to the next company. Just to have all (of it) under one roof (minimizes) those overall touch points.”  

On keeping live calling in the mix 

“I’ve actually talked to those patients firsthand myself, and it’s that touch that you’ll have on the phone with that patient of having the conversation about how they’re doing – nobody has that conversation anymore,” Neese said. “It’s a robocall or its press 1 for this or press 2 for that. Being able to really take that step back and build a relationship with these patients – they have that much more trust in their HME provider. And truly being part of that outsource ring, we’re working as an extension of (that).” 

• Listen to the full episode here.