Manager, Customer Success

Company Overview:

AMS Supply, LLC is a leading Durable Medical Equipment (DME) supply company dedicated to advancing vascular health through innovative compression therapy solutions. We provide pneumatic compression devices and high-quality compression garments sourced from top manufacturers, delivering reliable treatment options for patients managing lymphedema, venous insufficiency, and symptoms of peripheral arterial disease (PAD).

Our team of dedicated professionals work with healthcare providers, such as vascular specialists, wound care nurses, podiatrists, family physicians, and others to provide patients with medical devices they can use in the comfort of their own home. We are a fast-growing company seeking talented individuals to join our team and execute our mission of enhancing daily living for patients nationwide.

Job Summary:

The AMS Supply Manager, Customer Success will play a key role in supporting the day-to-day operations of the Clinical Sales division. This position coordinates business administration, regulatory compliance activities, state registrations, and internal operational processes while supporting management, sales representatives, healthcare providers, and patients.

The ideal candidate has direct experience working in the DME industry and understands the operational requirements of a regulated healthcare business. We are seeking a detailed-oriented professional who can independently manage competing priorities, maintain accurate records, coordinate with external partners, and identify opportunities to improve business processes.

Essential Duties & Responsibilities:

DME Operations & Workflow Coordination:

● Coordinate daily operational activities, including order tracking, inventory records, and administrative workflows supporting DME fulfillment.

● Monitor open and completed orders, identify outstanding items, and coordinate with internal teams to resolve operational issues.

● Support the field sales team and management with documentation, operational reporting, and workflow coordination.

● Maintain accurate and organized business records, electronic documentation, and operational tracking systems.

● Identify opportunities to streamline processes, reduce errors, and improve operational efficiency. DME Documentation & Compliance

● Compliance: With the help of a licensed third-party, coordinate and maintain DME compliance. Includes semi-annual audit preparation.

● State Registrations: With the help of a licensed third-party, apply for, coordinate, and maintain AMS DME and business registrations within states the company does business in, including annual renewal tracking.

● Ongoing Training: Participate in training and remain current on company products, procedures, and relevant DME requirements.

● Efficiency Improvement: Identify opportunities to improve customer service, workflow efficiency, and the overall patient experience.

● Confidentiality: Maintain patient confidentiality and handle protected health information in accordance with HIPAA and company policies.

Healthcare Provider & Patient Coordination

● Serve as a knowledgeable point of contact for patients, caregivers, healthcare providers, and referral sources regarding operational and administrative inquiries.

● Collaborate with physician offices and internal sales representatives to address documentation requests and resolve order-related issues.

● Research and resolve escalated patient, provider, or referral concerns professional and efficiently.

● Support a positive patient experience through timely communication, accurate information, and effective follow-through.

Work Environment:

● Office-based position; no travel required.

● Physical requirements include ability to sit or remain seated at a desk for extended periods per day, constant operation of computers, keyboards, and multi-line phone systems, close visual acuity to view computer screens and clear hearing to handle high-volume patient and customer phone calls.

Minimum Requirements:

● Bachelor’s degree preferred (Business, Healthcare, or related field) but not required.

● 3–5+ years of medical device, DME, or healthcare related administrative experience preferred.

● Familiarity with DMEPOS billing and reimbursement processes preferred but not required.

● Experience working with physician offices, specialty clinics, or home health agencies.

● Exceptional phone etiquette and the ability to de-escalate sensitive patient or customer issues with empathy.

● Strong organizational skills to manage administrative duties and support a fast-paced field sales team.

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off

Work Location: In person