Director Operations

Key Responsibilities Lead and develop high‑performing teams across Intake, Customer Service, Documentation, Prior Authorization, and Quality to support a rapidly expanding DME and diabetes supply business. Drive operational strategy with a focus on scalability, throughput, and efficiency across all department and product workflows. Define, implement, and continuously refine policies and processes that strengthen productivity, accuracy, and patient experience. Use data‑driven metrics and KPIs specifically aligned to operations, ordering cycles, fulfillment timelines, turnaround time, documentation quality, and payer performance. Process Optimization & Continuous Improvement Identify inefficiencies and lead improvement initiatives—particularly in areas unique to diabetes products such as physician documentation, clinical notes, chart validation, reorder schedules, and delivery continuity. Ensure end‑to‑end process integrity from patient onboarding through shipment for CGMs, insulin pumps, infusion sets, sensors, and test strip programs. Cross‑Functional & External Collaboration Partner with clinicians, manufacturers (CGM and pump OEMs), and internal departments to optimize product access and improve patient outcomes. Communicate professionally with patients, healthcare professionals, and payors to ensure smooth coordination of benefits and documentation. DME, Regulatory & Compliance Oversight Maintain a deep understanding of DME regulatory standards, Medicare/Medicaid rules, private insurance requirements, and HIPAA. Collaborate with the Compliance Team to ensure continued process improvement and the team meets regulatory standards. Operational Accountability Establish performance metrics, monitor results, and hold teams accountable for service levels, accuracy, and operational effectiveness. Demonstrate strong financial acumen and awareness of revenue margins across all DME product categories. Key Requirements Minimum 10–15 years of operations and people leadership experience. Leading cross‑function teams such as customer service, quality, and documentation. Experience within healthcare preferred but not required; DME/HME, diabetes supply, pharmacy, or payer operations environments. Strong and proven track record of managing multisite teams and cultivating a culture of accountability, quality, and continuous improvement. Exceptional organizational, communication, project management, and analytical skills. Understanding of Medicare policy, DMEPOS documentation, deductibles, co‑pays, and third‑party reimbursement workflows preferred. Bachelor’s degree or equivalent experience required; P&L experience a plus. Role Details Full‑time, exempt, based at our Hudson, OH corporate headquarters. Schedule: Monday–Friday, 8:15 a.m.–5:00 p.m. Employer‑paid vacation and holidays. Comprehensive benefits including medical/dental/vision, life insurance, short‑term and long‑term disability, and 401(k). #J-18808-Ljbffr