Director of Resupply

POSITION SUMMARY:

The Director of DME Resupply Operations provides strategic leadership, operational oversight, and financial accountability for a 100% remote, high-volume Durable Medical Equipment (DME) resupply call center. This role is responsible for driving revenue growth, optimizing predictive dialer performance, and ensuring a seamless, compliant revenue cycle management (RCM) process from intake to order finalization. Operating in a fully distributed environment, the Director manages an expansive global workforce consisting of both US-based personnel and offshore BPO team members. The Director leads cross-functional initiatives across patient outreach, remote quality assurance, client implementations, and advanced technology integration to maximize patient adherence, client satisfaction, and global operational efficiency.

DUTIES & RESPONSIBILITIES:

Remote Leadership & Global Team Management

• Lead and scale a fully distributed, cross-functional global call center operation encompassing onshore US managers/leads and offshore BPO teams.
• Establish remote workforce management (WFM) structures, monitoring cross-time-zone schedules, real-time agent states, active time versus available time, and productivity metrics across distinct geographical regions.
• Foster a unified, high-performance remote culture built around digital collaboration, transparent communication, and global performance symmetry.
• Oversee decentralized performance management workflows, ensuring consistent onboarding alignment, continuous coaching, and global compliance tracking through decentralized platforms.

Strategic Leadership & Client Management

• Provide strategic direction for all inbound and outbound remote DME/PAP resupply operations to maximize order capture, clean claim submissions, and operational scale.
• Oversee complex client implementations and business analysis metrics for enterprise accounts, aligning global contact center capacities with targeted service level agreements (SLAs).
• Serve as the primary executive point of contact for BPO clients, presenting routine operational health updates, dashboard analytics, and proactive performance insight reviews.

Call Center & Dialer Optimization

• Architect dialer outreach strategies and campaign configurations leveraging advanced cloud-based telephony and predictive dialers (e.g., CallShaper).
• Optimize productivity metrics to ensure distributed live agents hit core targets, such as achieving a benchmark close rate of 4 orders per hour while systematically minimizing wrap-up time.
• Monitor live operational metrics, including Service Level (SL), Abandonment Rate, and Average Handle Time (AHT), to make real-time routing adjustments across global cohorts.

Quality Assurance & Compliance

• Partner with QA Managers and Trainers to build and enforce balanced agent scorecards combining standard efficiency KPIs with strict quality compliance criteria.
• Maintain absolute regulatory compliance across all global nodes, strictly adhering to HIPAA, TCPA, Medicare CMS regulations, and private payor guidelines for medical necessity documentation.
• Standardize secure patient outreach text scripts and digital workflows to ensure accurate, protected collection of insurance eligibility details, prescriptions, and physician records.

Revenue Cycle Integration & Continuous Improvement

• Bridge the operational gap between front-end distributed intake activities and back-end billing departments to discover and eliminate root causes of held revenue and payor denials.
• Drive standard operational utilization of key enterprise DME platforms, including Brightree Analytics, SNAP, and S3, across the entire remote workforce.
• Spearhead continuous improvement initiatives utilizing process automation, data analytics, and workflow optimization to accelerate order cycle time and elevate cash flow performance.
• Perform other duties as assigned.

QUALIFICATIONS & EXPERIENCE:

Education & Experience

• Bachelor’s degree in Healthcare Administration, Business Administration, Operations Management, or an equivalent discipline.
• 5–7+ years of leadership experience directing high-volume contact center operations, specifically centered around DME/HME or PAP resupply domains.
• Proven track record of managing global workforces, with direct experience overseeing blended onshore US employees alongside offshore BPO or customer service teams.
• Extensive experience managing fully remote operations, demonstrating proficiency with cloud infrastructure, remote collaboration technology, and distributed performance auditing tools.

Technical Skills & Competencies

• Platform & Telephony Expertise: Advanced operational knowledge of core DME software (Brightree, SNAP, S3) and modern cloud-based predictive dialer systems (CallShaper or equivalent technology).
• Data Analytics & Insights: Exceptional analytical capability, featuring professional experience constructing dashboard solutions, managing complex data structures, and drafting quantitative business reports.
• DME RCM Acumen: Comprehensive knowledge of front-end medical documentation validation, payor rules, audit requirements, and overall DME revenue cycle workflows.
• Distributed Virtual Operations: Highly proficient with remote team engagement systems, enterprise communication tools (Slack, Teams), secure remote desktop management, and virtual learning infrastructures.
• Values: Commitment to ACU-Serve’s mission, vision, and values.

PHYSICAL EFFORT:

This position requires sitting approximately 95% of the time and standing or walking approximately 5% of the time. Computer keyboarding makes up approximately 80% of work time. Occasional travel to client sites or corporate offices is required.

ACU-Serve is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.