DME Customer Order, Senior Manager

Kestra Medical Technologies, Inc. develops wearable medical technologies and device therapies to help patients and care teams monitor, manage, and protect life. The DME Customer Order Senior Manager leads the Customer Order organization through Customer Order Specialist managers, overseeing operational execution, leadership development, workforce planning, automation, benefits verification, and performance improvement. The role partners with Revenue Cycle, Finance, Commercial, Clinical, and other stakeholders to resolve complex issues and ensure timely, accurate customer order processing and operational excellence.

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
  • Information regarding a patient of this company shall not be released to any source outside of this company without the signed permission of the patient. Furthermore, information will only be released internally on a need-to-know basis. All Team Members will not discuss patient cases outside the office or with anyone not employed by this company unless they are directly involved with the patient’s case
• Directly manage Customer Order Specialist Managers including but not limited to conducting performance reviews, providing feedback, and helping to set professional development goals

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
• Applicants must be eligible to work for any employer in the U.S
• 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