Director of Resupply

Job not on LinkedIn

🔥 2 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 11%

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ACU-Serve

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏥 Healthcare

⚕️ Healthcare Insurance

💳 Fintech

Healthcare • Healthcare Insurance • Fintech

ACU-Serve is a company that specializes in optimizing revenue cycles for healthcare providers, particularly in the HME (Home Medical Equipment) and DME (Durable Medical Equipment) sectors. They focus on increasing clean claims through strategic partnerships, innovative solutions, and advanced technology. ACU-Serve's comprehensive approach includes revenue cycle management, A/R collection services, and resupply for infusion pharmacy and complex rehabilitation services, ensuring swift and accurate payments while enhancing client education and operational efficiency.

📋 Description

• Lead and scale a fully distributed, cross-functional global DME resupply call center operation • Establish remote workforce management structures and monitor cross-time-zone schedules, agent states, active versus available time, and productivity metrics • Foster a unified, high-performance remote culture through digital collaboration and transparent communication • Oversee onboarding alignment, continuous coaching, performance management, and global compliance tracking • Provide strategic direction for inbound and outbound remote DME/PAP resupply operations • Maximize order capture, clean claim submissions, and operational scale • Oversee client implementations and business-analysis metrics for enterprise accounts • Align global contact-center capacity with service-level agreements • Serve as executive point of contact for BPO clients and present operational updates, dashboard analytics, and performance reviews • Architect predictive-dialer outreach strategies and campaign configurations using cloud-based telephony • Optimize productivity metrics, including a benchmark close rate of 4 orders per hour and reduced wrap-up time • Monitor Service Level, Abandonment Rate, Average Handle Time, and real-time routing across global cohorts • Partner with QA Managers and Trainers to develop and enforce agent scorecards • Maintain compliance with HIPAA, TCPA, Medicare CMS regulations, and private payor guidelines • Standardize secure patient-outreach scripts and workflows for collecting insurance, prescription, and physician-record information • Bridge front-end intake and back-end billing operations to reduce held revenue and payor denials • Drive use of Brightree Analytics, SNAP, and S3 across the remote workforce • Lead continuous-improvement initiatives using process automation, data analytics, and workflow optimization • Perform other duties as assigned

🎯 Requirements

• 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 in DME/HME or PAP resupply domains • Proven experience managing global workforces, including onshore US employees and offshore BPO or customer service teams • Extensive experience managing fully remote operations • Proficiency with cloud infrastructure, remote collaboration technology, and distributed performance auditing tools • Advanced operational knowledge of Brightree, SNAP, S3, and cloud-based predictive dialer systems such as CallShaper or equivalent • Experience constructing dashboards, managing complex data structures, and drafting quantitative business reports • Comprehensive knowledge of medical documentation validation, payor rules, audit requirements, and DME revenue cycle workflows • Proficiency with remote team engagement systems, enterprise communication tools such as Slack and Teams, secure remote desktop management, and virtual learning infrastructures • Commitment to ACU-Serve’s mission, vision, and values • Ability to sit approximately 95% of the time and stand or walk approximately 5% of the time • Computer keyboarding approximately 80% of work time

🏖️ Benefits

• 100% remote work arrangement • Occasional travel to client sites or corporate offices • Equal opportunity employment