Director, DTP DME Operations - Hybrid

Dentsply Sirona, Inc

9d•Hybrid

About The Position

Wellspect Healthcare is a leading global provider of innovative medical devices that help people suffering from urinary retention or chronic constipation. More than 1,000 employees around the world are dedicated to making a difference to people who need our products and services. Wellspect is one of the worlds’ leading manufacturers of intermittent urinary catheters, with LoFric® as the most known brand. As a help to those with chronic or severe constipation Wellspect has developed what likely is the world’s most advanced irrigation system, Navina™, combining a high degree of user convenience, clinical effectiveness and connectivity into one smart system. Wellspect strives to become climate neutral and leave the smallest possible environmental footprint. The company, with headquarters in Mölndal, Sweden, is present in more than 30 countries, and part of Dentsply Sirona, the worlds´ largest manufacturer of professional dental technologies. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY. Visit www.wellspect.com and www.dentsplysirona.com for more information. Job Summary: The Director of Direct‑to‑Patient (DME) Operations provides strategic leadership and end-to-end operational oversight for Wellspect’s Durable Medical Equipment (DME) service delivery model. This role owns the complete patient service lifecycle—from referral intake, eligibility and benefits verification, and clinical documentation collection through order management, fulfilment, patient onboarding, and ongoing service delivery. This leader ensures high-quality, compliant, and patient‑centred operations that fully adhere to CMS DMEPOS Quality Standards, payer policies, accreditation requirements, and federal/state regulatory frameworks. The Director builds scalable operational infrastructure, optimizes workflows, and leverages technology to enable growth, efficiency, and service excellence. Through strong cross-functional collaboration with clinical teams, compliance, sales, finance, revenue cycle, technology, and external manufacturer partners, the Director ensures operations are aligned to strategic business objectives while consistently delivering an exceptional experience for patients, providers, and partners.

Requirements

Bachelor’s degree required (Business, Healthcare Administration, or related field).
10+ years of healthcare operations experience, including 5+ years leading DME, patient services, or similar regulated service environments.
Experience building and scaling high-volume intake, documentation, order management, or fulfillment operations.
Proven success managing operations under strict regulatory and payer requirements.
Familiarity with revenue cycle workflows, reimbursement, and payer audits for DME.
Demonstrated leadership in process improvement, operational analytics, and technology-enabled transformation.
Deep knowledge of DME operations, patient support workflows, reimbursement, and healthcare service delivery.
Mastery of process design, workflow optimization, and operational analytics.
Strong understanding of CMS DMEPOS Quality Standards, accreditation requirements, payer documentation policies, and audit readiness.
Proven ability to build, coach, and inspire multi-functional operational teams.
Strong change leadership, communication, and stakeholder management skills.
Proficiency with CRM and DME platforms; comfort with automation and data-driven decision making.
Ability to partner with technology teams to drive digital transformation.

Nice To Haves

Master’s degree preferred.

Responsibilities

Define and execute a multi-year operating strategy for Direct-to-Patient DME, aligned to growth, patient experience, cost-to-serve, and compliance objectives.
Design scalable organizational structure, capacity models, and cross-functional workflows; establish governance and review rhythms (MBRs/QBRs).
Build KPI dashboards and targets for intake SLAs, conversion, cycle time, clean-claim rate, denial/appeal rates, aging/backlog, fulfillment OTIF, patient NPS/CSAT, complaint rates, and cost-to-serve.
Oversee day-to-day referral intake, eligibility checks, documentation collection, and physician/patient outreach; ensure service levels adjust to fluctuating volumes.
Standardize and continuously improve scripts, templates, and documentation checklists to accelerate time-to-setup and reduce rework.
Partner with manufacturer/referral partners to maintain and grow referral volume; resolve escalations promptly and professionally.
Oversee order management, picking/packing/shipping (or 3PL), delivery confirmation, and patient onboarding/training steps; ensure accurate HCPCS coding and product substitutions per policy.
Drive proactive issue management across backorders, substitutions, RMAs/returns, and recalls; ensure warranty and service obligations are met.
Improve first-contact resolution, response times, and quality in Customer Service; implement Voice of Customer programs and closed-loop feedback.
Ensure continuous compliance with CMS DMEPOS Quality Standards and supplier standards; always maintain survey-ready documentation.
Lead accreditation readiness and annual surveys with CMS-approved AOs (e.g., ACHC/CHAP/HQAA) and respond to payer audits and CMS reviews.
Own policy/procedure governance, training, and internal audit cadence across intake, product safety, documentation, and information management.
Partner with Technology to digitize workflows (e.g., e-intake, e-signature, automated eligibility/document requests), integrate systems, and enable reliable data flows for reporting.
Deploy automation and rules engines to reduce manual touches and error rates (e.g., document validation, payer routing, status notifications).
Leverage CRM (e.g., Salesforce) and DME platforms (e.g., Brightree or equivalent) to improve visibility, accountability, and productivity.
Lead and develop managers and supervisors; hire, coach, and performance-manage teams to high standards of service, compliance, and accountability.
Foster a culture of servant leadership, continuous improvement, and patient-centered decision making.
Provide clear goals, training roadmaps, and career progression; recognize and reward impact.
Own operating budgets, staffing plans, and vendor contracts; manage to productivity, cost-per-order, and quality targets.
Analyze daily/weekly KPIs and revenue attainment; implement corrective actions when performance drifts from targets.
Prepare content for monthly business reviews and manufacturer presentations; communicate insights and action plans succinctly.