Senior Manager, DME Customer Order

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

📋 Description

• Lead and cultivate a team of Customer Order Managers, ensuring clear accountability for operational performance, team member engagement, and talent development.

• Coach and mentor managers to enhance leadership effectiveness, decision-making skills, change management capabilities, and organizational influence.

• Set leadership expectations, operating rhythms, and performance standards that foster consistency and accountability across all Customer Order teams.

• Assess leadership effectiveness within Customer Order teams, providing coaching, development planning, and performance management to build a robust pipeline of future leaders.

• Oversee workforce planning and organizational design decisions, ensuring management structures, team capacity, and leadership coverage align with changing business needs.

• Drive the execution of the Benefit Verification automation and AI roadmap, which includes prioritization, business case development, and delivery oversight.

• Collaborate with Revenue Cycle leadership to refine the Benefit Verification target operating model, including outsourced mix, span of control, shift coverage, workforce planning, and organization.

• Anticipate and shape responses to payer, regulatory, and market shifts, such as Medicare policy changes, Managed Care contracting, and new payer portals, translating external changes into internal roadmap items with clear owners and timelines.

• Establish, monitor, and continuously improve the function's cost-to-serve KPIs (e.g., cost per order, cost per dispatch, cost per Benefit Verification, and fully loaded cost per FTE (Kestra and vendor).

• Collaborate with Finance and RCM Analytics to quantify the downstream financial impact of Benefit Verification (denial reduction, cash acceleration, revenue-per-fit improvement) and report results monthly to leadership.

• Drive productivity and unit-economics improvements year over year through automation, process redesign, and elimination of non-value-added work while establishing and meeting productivity commitments.

• Manage regional COS leaders as assigned by the Director, including conducting performance evaluations and setting goals.

• Operate at both tactical and strategic levels to ensure the setting and execution of goals are achieved, resolving complex issues as needed and integrating solutions into daily processes and workflows.

• Participate in team hiring, training, and coaching while fostering a culture of respect, engagement, and accountability.

• Collaborate with Commercial and Clinical stakeholders to eliminate barriers affecting order conversion, documentation acquisition, and patient outcomes.

• Ensure operational control, leadership oversight, and performance management processes are established to support timely and accurate benefits verification activities.

• Work with other Revenue Cycle management and key Kestra leaders to ensure processes are aligned and functioning as intended.

• Participate in or lead cross-functional projects and initiatives to drive operational efficiencies, financial improvements, and cost reduction outcomes.

• Provide departmental reporting and statistics to the Director of Revenue Cycle as required.

• Participate in on-call and off-hour coverage, which may include evenings, weekends, and holidays.

• Adhere to the Pledge of Confidentiality.

⛳️ Requirements

• Bachelor’s degree or equivalent years of industry experience.

• Five (5) or more years managing Revenue Cycle functions.

• Seven (7) or more years of experience in Revenue Cycle.

• Consistently detail-oriented and thorough.

• Advanced written and verbal communication skills, including excellent grammar.

• Advanced reading and comprehension abilities.

• Advanced analytical skills and attention to detail.

• Advanced multi-tasking abilities.

• Advanced organizational and prioritization skills, with a strong capability to meet strict deadlines.

• Proficient with Microsoft Word, Microsoft Outlook, Adobe Acrobat, general internet research, and mid to advanced level knowledge of Microsoft Excel.

🏝️ Benefits

• Medical

• Dental

• 401K with Match