Director of Resupply

POSITION SUMMARY:

The Director of DME Resupply Operations provides strategic leadership, operational oversight, and financial accountability for a 100% remote, high-volume Durable Medical Equipment (DME) resupply call center. This role is responsible for driving revenue growth, optimizing predictive dialer performance, and ensuring a seamless, compliant revenue cycle management (RCM) process from intake to order finalization. Operating in a fully distributed environment, the Director manages an expansive global workforce consisting of both US-based personnel and offshore BPO team members. The Director leads cross-functional initiatives across patient outreach, remote quality assurance, client implementations, and advanced technology integration to maximize patient adherence, client satisfaction, and global operational efficiency.

DUTIES & RESPONSIBILITIES:

Remote Leadership & Global Team Management

- Lead and scale a fully distributed, cross-functional global call center operation encompassing onshore US managers/leads and offshore BPO teams.

- Establish remote workforce management (WFM) structures, monitoring cross-time-zone schedules, real-time agent states, active time versus available time, and productivity metrics across distinct geographical regions.

- Foster a unified, high-performance remote culture built around digital collaboration, transparent communication, and global performance symmetry.

- Oversee decentralized performance management workflows, ensuring consistent onboarding alignment, continuous coaching, and global compliance tracking through decentralized platforms.

Strategic Leadership & Client Management

- Provide strategic direction for all inbound and outbound remote DME/PAP resupply operations to maximize order capture, clean claim submissions, and operational scale.

- Oversee complex client implementations and business analysis metrics for enterprise accounts, aligning global contact center capacities with targeted service level agreements (SLAs).

- Serve as the primary executive point of contact for BPO clients, presenting routine operational health updates, dashboard analytics, and proactive performance insight reviews.

Call Center & Dialer Optimization

- Architect dialer outreach strategies and campaign configurations leveraging advanced cloud-based telephony and predictive dialers (e.g., CallShaper).

- Optimize productivity metrics to ensure distributed live agents hit core targets, such as achieving a benchmark close rate of 4 orders per hour while systematically minimizing wrap-up time.

- Monitor live operational metrics, including Service Level (SL), Abandonment Rate, and Average Handle Time (AHT), to make real-time routing adjustments across global cohorts.

Quality Assurance & Compliance

- Partner with QA Managers and Trainers to build and enforce balanced agent scorecards combining standard efficiency KPIs with strict quality compliance criteria.

- Maintain absolute regulatory compliance across all global nodes, strictly adhering to HIPAA, TCPA, Medicare CMS regulations, and private payor guidelines for medical necessity documentation.

- Standardize secure patient outreach text scripts and digital workflows to ensure accurate, protected collection of insurance eligibility details, prescriptions, and physician records.

Revenue Cycle Integration & Continuous Improvement

- Bridge the operational gap between front-end distributed intake activities and back-end billing departments to discover and eliminate root causes of held revenue and payor denials.

- Drive standard operational utilization of key enterprise DME platforms, including Brightree Analytics, SNAP, and S3, across the entire remote workforce.

- Spearhead continuous improvement initiatives utilizing process automation, data analytics, and workflow optimization to accelerate order cycle time and elevate cash flow performance.

• Perform other duties as assigned.

QUALIFICATIONS & EXPERIENCE:

Education & Experience

- Bachelor’s degree in Healthcare Administration, Business Administration, Operations Management, or an equivalent discipline.

- 5–7+ years of leadership experience directing high-volume contact center operations, specifically centered around DME/HME or PAP resupply domains.

- Proven track record of managing global workforces, with direct experience overseeing blended onshore US employees alongside offshore BPO or customer service teams.

- Extensive experience managing fully remote operations, demonstrating proficiency with cloud infrastructure, remote collaboration technology, and distributed performance auditing tools.

Technical Skills & Competencies

- Platform & Telephony Expertise: Advanced operational knowledge of core DME software (Brightree, SNAP, S3) and modern cloud-based predictive dialer systems (CallShaper or equivalent technology).

- Data Analytics & Insights: Exceptional analytical capability, featuring professional experience constructing dashboard solutions, managing complex data structures, and drafting quantitative business reports.

- DME RCM Acumen: Comprehensive knowledge of front-end medical documentation validation, payor rules, audit requirements, and overall DME revenue cycle workflows.

- Distributed Virtual Operations: Highly proficient with remote team engagement systems, enterprise communication tools (Slack, Teams), secure remote desktop management, and virtual learning infrastructures.

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

PHYSICAL EFFORT:

This position requires sitting approximately 95% of the time and standing or walking approximately 5% of the time. Computer keyboarding makes up approximately 80% of work time. Occasional travel to client sites or corporate offices is required.

Originally posted on Himalayas