DME Customer Order, Senior Manager

Kestra Medical Technologies Inc.

1d•$117,000 - $160,000•Remote

About The Position

The Durable Medical Equipment (DME) Customer Order Senior Manager is responsible for leading the day-to-day and tactical execution of Kestra's Order Processing team through a group of COS managers. The Senior Manager partners closely with Revenue Cycle leadership to execute strategic initiatives, optimize workflows, and scale operations to support organizational growth while maintaining an exceptional customer and patient experience. As a leader of leaders, this position is responsible for developing management talent, driving accountability, and fostering a culture of collaboration, continuous improvement, and customer focus. The Senior Manager serves as a key escalation point for complex operational issues and works cross-functionally to remove barriers, improve performance, and ensure operational excellence. This role regularly engages with sales leadership, healthcare providers, payors, referral sources, and patients to resolve complex issues and ensure the timely and accurate processing of customer orders. Through effective leadership, performance management, and operational oversight, the Senior Manager drives consistent execution and sustainable business results across the function.

Requirements

Bachelor’s degree or equivalent years of industry experience
Five (5) or more years managing Revenue Cycle functions
Seven (7) or more years of Revenue Cycle experience
Consistently detail-oriented and thorough
Advanced written and verbal communication skills, to include excellent grammar
Advanced reading and comprehension abilities
Advanced analytical skills and detail-oriented
Advanced multi-tasking skills
Advanced organizational and prioritization skills, with strong ability to meet strict deadlines
Proficient with Microsoft Word, Microsoft Outlook, Adobe Acrobat, general internet research, and mid to advanced level knowledge of Microsoft Excel

Nice To Haves

Master’s degree
Three (3) or more years leading management level team members
Experience with HCPCS procedure codes and ICD-10 codes
Experience in order intake and benefit verification
Experience in Government and Commercial payor programs and requirements
Experience processing Orders for Wearable Cardioverter Defibrillators or other Cardiac DME devices

Responsibilities

Lead and develop a team of Customer Order Managers, establishing clear accountability for operational performance, team member engagement, and talent development.
Coach and mentor managers to strengthen leadership effectiveness, decision-making capabilities, change management skills, and organizational influence.
Establish leadership expectations, operating rhythms, and performance standards that drive consistency and accountability across all Customer Order teams.
Evaluate leadership effectiveness across Customer Order teams, providing coaching, development planning, and performance management to build a strong pipeline of future leaders.
Oversee workforce planning and organizational design decisions, ensuring management structures, team capacity, and leadership coverage align with evolving business needs.
Lead the execution of the Benefit Verification automation and AI roadmap, including prioritization, business case development, and delivery oversight
Partner with Revenue Cycle leadership to evolve the Benefit Verification target operating model, including outsourced mix, span of control, shift coverage, workforce planning, and org.
Anticipate and shape the response to payer, regulatory, and market shifts, including Medicare policy changes, Managed Care contracting, new payer portals and translate external change into internal roadmap items with clear owners and timelines.
Establish, monitor, and continuously improve the function's cost-to-serve KPIs (e.g., cost per order, cost per dispatch, cost per Benefit Verification, and fully loaded cost per FTE (Kestra and vendor).
Partner with Finance and RCM Analytics to quantify Benefit Verification's downstream financial impact (denial reduction, cash acceleration, revenue-per-fit improvement) and report results monthly to leadership.
Drive productivity and unit-economics improvements year over year through automation, process redesign, and elimination of non-value-added work; establishing and meeting productivity commitments.
Manage regional COS leaders as assigned by Director, including performance evaluations and goal setting.
Operate at both a tactical and strategic level to ensure the setting and execution of goals are attained and, when needed, resolve complex issues and incorporate solutions into the daily processes and workflows
Participate in team hiring, training, and coaching while driving a culture of respect, engagement, and accountability
Partner with Commercial and Clinical stakeholders to remove barriers impacting order conversion, documentation acquisition, and patient outcomes.
Ensure operational control, leadership oversight, and performance management processes are in place to support timely and accurate benefits verification activities.
Collaborate with other Revenue Cycle management and other key Kestra leaders to ensure processes are aligned and operating as intended
Participate and/or lead cross-functional projects and/or initiatives to drive operational efficiencies, financial improvements, and/or cost reduction outcomes.
Provide departmental reporting and statistics to Director of Revenue Cycle as needed
Participate in on-call and off-hour coverage. Hours on-call and worked may include evenings, weekends, and holidays.
Adhere to Pledge of Confidentiality