Director of Operations Order Processing

Job Description

At Numotion, we're on a mission to improve the lives of people with disabilities. As North America's largest provider of mobility products and services, we deliver personalized solutions from manual and power wheelchairs to medical supplies and other assistive technologies that support health, independence, and everyday participation. We're committed to a workforce of diverse backgrounds and experiences and to an inclusive environment shaped by open dialogue, attentive listening, and tangible, ongoing action.

SUMMARY OF RESPONSIBILITY:

The Director of Operations Order Processing oversees the daily activities for our Customer Care Coordinators based in multiple locations and ensures order processing and internal support needs can be met or exceeded. This position is responsible for the timeliness and accuracy of order processing within their assigned branches/locations. The Director of Order Processing leads the team to providing best-in-class customer service. Must have knowledge of funding and payer requirements.

Pay Range: $65,000-$100,000. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location.

ESSENTIAL FUNTIONS:

• Leads and directs the order processing team, assuring an elevated level of customer satisfaction and retention.
• Responsible for hiring, developing, coaching and performance management of staff.
• Works cross functionally to coordinate equipment procurement and delivery, to assure quality and timely provision of service.
• Manages Orders in Process (OIP) meetings and delivery planning for equipment orders, as well as assess balance load of OIP to maintain order processing efficiency.
• In conjunction with all other Numotion departments, address and resolve escalations in the timeframes outlined in procedures.
• Directs quality and timely assistance for customers (including fielding phone calls, entering, and maintaining accurate data in order processing system, scheduling appointments).
• Works with staff to increase customer satisfaction and improve turnaround times.
• Leads and implements Numotion best practices and drives universal operational processes within the territory.
• Utilizes reporting database to optimize business outcomes
• Assures direct reports effectively support the needs of internal and external customers
• Partners with cross functional leaders to deliver revenue goals.
• Handles order resolution and addresses customer concerns with a sense of urgency.
• Ensures all activities and operations are carried out in strict compliance with company and government processes/regulations.
• Performs other related duties as assigned.

REQUIRED QUALIFICATIONS AND COMPETENCIES:

• Bachelor's degree in related field or equivalent combination of experience and education.
• Minimum of five years of operational work experience and/or training
• Minimum of two years of leadership development experience, including leadership, mentoring and/or coaching
• Knowledge of funding and payer requirements

PREFERRED QUALIFICATIONS AND COMPETENCIES:

• Working knowledge of service order processing experience
• Basic understanding of financial reporting
• Knowledge of complex rehab equipment and products
• Prior experience working in durable medical equipment industry
• Previous experience with healthcare accreditation process and business requirements
• Demonstrated ability to thrive in a matrixed environment, working with cross functional team members to achieve shared goals.
• Proven prior ability to act as a change agent and leading the acceptance of change within a rapidly changing environment.
• Ability to develop and execute multiple business priorities and approaches to meet objectives.
• Demonstration of exceptional interpersonal and problem-solving skills both internally and externally with customers.
• Superior communication skills, both written and verbal, to effectively address all levels within the organization.
• Knowledge of MS Word, Excel, PowerPoint, and Outlook

LEADERSHIP PRINCIPLES:

• Results oriented - focuses on setting and achieving challenging goals.
• Forward thinking - connects trends and underlying factors to actions.
• Urgency - resolves issues quickly.
• Compassionate - shows understanding and concern for others.
• Simplifies - breaks down problems into easily addressable parts.

At Numotion, we offer competitive compensation packages, including medical, dental and vision insurance, short-term and long-term disability, a 401k, and life insurance. Numotion is an equal opportunity employer. We strive for a workplace that reflects the communities we serve and do not tolerate discrimination against our employees, customers, and partners regardless of ethnicity, disability, gender identity, sexual orientation, religion, age, citizenship, marital or veteran status. Numotion is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.