Director of Resupply

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and expand a fully remote, cross-functional global DME resupply call center operation.

• Implement remote workforce management frameworks and oversee cross-time-zone schedules, agent statuses, active versus available time, and productivity metrics.

• Cultivate a cohesive, high-performance remote culture through digital collaboration and open communication.

• Supervise onboarding alignment, ongoing coaching, performance management, and global compliance monitoring.

• Provide strategic guidance for inbound and outbound remote DME/PAP resupply operations.

• Enhance order capture, accurate claim submissions, and operational scalability.

• Manage client implementations and business-analysis metrics for enterprise accounts.

• Align global contact-center capacity with service level agreements.

• Act as the executive point of contact for BPO clients, delivering operational updates, dashboard analytics, and performance evaluations.

• Design predictive-dialer outreach strategies and campaign setups using cloud-based telephony.

• Optimize productivity metrics, aiming for a benchmark close rate of 4 orders per hour and reduced wrap-up time.

• Track Service Level, Abandonment Rate, Average Handle Time, and real-time routing across global cohorts.

• Collaborate with QA Managers and Trainers to develop and implement agent scorecards.

• Ensure compliance with HIPAA, TCPA, Medicare CMS regulations, and private payor standards.

• Standardize secure patient outreach scripts and processes for gathering insurance, prescription, and physician-record information.

• Connect front-end intake and back-end billing operations to minimize held revenue and payor denials.

• Promote the utilization of Brightree Analytics, SNAP, and S3 among the remote workforce.

• Lead continuous improvement initiatives utilizing process automation, data analytics, and workflow enhancement.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor’s degree in Healthcare Administration, Business Administration, Operations Management, or a related field.

• 5–7+ years of leadership experience managing high-volume contact center operations, particularly in DME/HME or PAP resupply sectors.

• Demonstrated experience overseeing global workforces, including onshore US employees and offshore BPO or customer service teams.

• Significant experience managing fully remote operations.

• Proficiency in cloud infrastructure, remote collaboration technologies, and distributed performance auditing tools.

• Advanced operational understanding of Brightree, SNAP, S3, and cloud-based predictive dialer systems like CallShaper or similar.

• Experience in creating dashboards, managing complex data systems, and preparing quantitative business reports.

• In-depth knowledge of medical documentation validation, payor regulations, audit prerequisites, and DME revenue cycle processes.

• Proficiency with remote team engagement platforms, enterprise communication tools such as Slack and Teams, secure remote desktop management, and virtual learning environments.

• Commitment to ACU-Serve’s mission, vision, and values.

• Ability to remain seated approximately 95% of the time, with standing or walking around 5% of the time.

• Engage in computer keyboarding for approximately 80% of work time.

🏝️ Benefits

• 100% remote work arrangement.

• Occasional travel to client sites or corporate offices.

• Equal opportunity employment.