Resupply Customer Service Manager
- Hiring from
- United States
- Work type
- Remote
- Posted
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Position Summary
We are seeking an operational and analytically driven Resupply Customer Service Manager to lead, develop, and oversee our live agent calling staff while driving client success. In this role, you will be responsible for driving front-line performance, ensuring maximum operational efficiency, and maintaining high quality standards across all Durable Medical Equipment (DME) and CPAP resupply calling campaigns. You will actively manage daily staffing metrics, oversee predictive dialer strategies, manage new client implementations, and conduct business analysis on campaign data to hit sales conversion targets while maintaining strict regulatory compliance.
Essential Duties and Responsibilities
Team Leadership & Performance
- Manage, mentor, and motivate a team of live agents to achieve daily and weekly resupply conversion goals.
- Drive a high-energy, performance-focused culture that balances sales success with empathetic patient care.
- Partner directly with the QA Manager and Training Leads to identify performance gaps, refine call tactics, and ensure dynamic script compliance.
Dialer & Logistics Management
- Oversee daily dialer operations utilizing systems such as CallShaper.
- Analyze predictive dialer metrics, manage list penetration, and balance pacing to optimize agent active time against inbound and outbound call volume fluctuations.
- Monitor daily agent availability and adjust staffing allocations based on lead volume and inbound call trends per campaign to ensure full list clearance.
Client Implementation & Business Analysis
- Act as the operational point of contact for onboarding new DME clients, partnering with IT and implementation teams to map customer data and test workflow integration within the dialer and billing platforms.
- Conduct routine data analysis on lead list quality, contact rates, and conversion outcomes by client to identify trends or bottlenecks impacting dialer efficiency.
- Prepare and present regular operational insights and performance dashboards to clients and internal executives, detailing list penetration, conversion trends, and revenue cycle impacts.
- Collaborate with continuous improvement leaders to evaluate dialer rules and system workflows, transitioning operations from reactive troubleshooting to proactive management.
Compliance & Process Improvement
- Enforce strict team adherence to HIPAA, documentation standards, and data security guidelines.
- Identify root causes of downstream billing or revenue cycle management issues stemming from agent intake errors, implementing proactive operational changes to improve first-pass claim acceptance.
Key Performance Indicators (KPIs)
- Campaign Conversion Targets: Ensure the live calling team maintains a collective average baseline of 4 closed resupply orders per agent, per hour.
- Dialer Optimization Metrics: Maintain optimal agent utilization rates by monitoring and reducing excessive wrap-up time, minimizing unapproved idle time, and managing overall Average Handle Time (AHT).
- List Clearance Rate: Successfully manage daily lead lists and agent capacity to meet established daily or weekly campaign clearance targets per client.
- Team Quality & Compliance Score: Maintain a net team QA evaluation score of 90% or higher across script adherence, data entry precision, and compliance metrics.
- Implementation Timelines: Meet established go-live deadlines for new client campaigns with minimal post-launch technical or data disruption.
- Data Integrity & First-Pass Accuracy: Reduce downstream billing and claim errors related to newly implemented client data mappings through proactive staff oversight.
Qualifications and Requirements
- Experience: 3+ years of experience in call center management or team leadership, with at least 2 years of experience conducting data analysis, campaign reporting, or operational business analysis. Experience within DME, CPAP resupply, or healthcare revenue cycle management is highly preferred.
- Technical Proficiency: Strong working knowledge of cloud-based predictive dialers (e.g., CallShaper) and DME billing/analytics platforms (e.g., Brightree, SNAP, S3). Advanced comfort using Excel for data tracking, staffing calculations, and reporting.
- Analytical Skills: Proven ability to translate operational metrics (pickup rates, drop rates, talk time vs. active time) into actionable coaching, dialer adjustments, and data mapping strategies.
- Communication: Exceptional leadership, interpersonal, and conflict-resolution skills, with the ability to interface effectively with front-line agents, executive leadership, and clients.
Confidentiality: This position has regular access to Protected Health Information (PHI) and other confidential patient and client data, and requires strict adherence to HIPAA and ACU‑Serve’s privacy and data security policies.
ACU-Serve is an equal opportunity employer and is committed to providing a workplace that is free of discrimination of all types and promotes diversity, inclusion, and respect. We prohibit discrimination and harassment of any kind based on race, color, sex, gender, religion, creed, sexual orientation, national origin, age, disability, genetic information, pregnancy, veteran status, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization. ACU-Serve makes hiring decisions based solely on qualifications, merit, and business needs at the time.
