Customer Service Manager

Customer Service Manager – DME (Wound Care Focused) Durable Medical Equipment – Wound Care & Lymphedema Position Summary The Customer Service Manager oversees daily operations of the customer service team supporting DME orders, including supplies/resupplies, insurance verification, documentation collection, and patient/provider communication. This role ensures timely, compliant order processing while maintaining high service standards and supporting operational efficiency. Key Responsibilities Team Leadership & Operations Customer service team oversight — Supervise, coach, and develop customer service representatives handling wound care DME orders. Workflow creation and management — Help create a custom workflow for order intake, Assign daily tasks, monitor productivity, and ensure timely completion of order processing steps. Performance monitoring — Track KPIs such as call quality, order turnaround time, documentation accuracy, and patient satisfaction. Training & onboarding — Train staff on wound care products, payer requirements, documentation standards, and internal systems. Order Processing & Compliance Insurance verification oversight — Ensure accurate benefit checks, prior authorizations, and payer‑specific wound care requirements. Documentation compliance — Confirm all required clinical documentation (WOPD, chart notes, wound measurements, frequency of change, etc.) is obtained before order release. Audit readiness — Maintain compliant records aligned with Medicare, Medicaid, and commercial payer rules. Order accuracy — Review orders for correct HCPCS coding, quantities, and medical necessity. Customer & Provider Support Patient communication — Support escalated patient issues, delivery concerns, and product questions. Provider coordination — Work with clinics, wound care centers, and prescribers to obtain missing documentation or clarify orders. Issue resolution — Handle escalations related to delays, denials, or product availability. Cross‑Functional Collaboration Logistics coordination — Partner with warehouse/shipping teams to ensure timely delivery of wound care supplies. Billing collaboration — Work with billing to resolve claim issues, documentation gaps, or payer denials. Quality improvement — Identify process gaps and implement improvements to reduce errors and increase efficiency. Required Qualifications 2–4 years of experience in DME, HME, medical supply, or healthcare customer service. Knowledge of wound care, lymphedema and CPAP products, HCPCS codes, and payer documentation requirements. Experience with Medicare/Medicaid and commercial insurance rules for DME. Strong leadership, coaching, and communication skills. Ability to manage escalations and maintain professionalism under pressure. Proficiency with DME billing software, EMR systems, and CRM tools. Preferred Qualifications Prior supervisory or lead experience in a DME or wound care environment. Familiarity with Medicare LCDs for wound care supplies. Experience with accreditation standards (ACHC, HQAA, or Joint Commission). Knowledge of HIPAA and patient privacy requirements. Physical & Work Requirements Standard office environment; remote/hybrid options may apply. Ability to sit for extended periods and use a computer/phone system. Occasional lifting of supply samples (up to ~20 lbs). #J-18808-Ljbffr