The Manager – Diabetes New Intake Operations is responsible for overseeing the day-to-day operations of the DME Diabetes New Intake Customer Operations Department at search for. This role manages workflows, supervises supervisors, monitors pipeline and product performance, ensures revenue targets are met, and maintains strong relationships with referring manufacturers.
What You'll Do
- Oversees the day-to-day operation of the DME Diabetes New Intake Customer Operations Department
- Manages department workflows and directly manages New Intake Supervisors
- Monitors overall department pipeline and product category performance to ensure results meet or exceed budgeted revenue targets
- Makes recommendations and adjustments to processes, procedures, or staffing to achieve required metrics
- Owns and actively participates in manufacturer relationship management to ensure consistent and growing referral volume according to revenue targets
- Takes intervention when referral volume decreases to re-establish required volumes for target attainment
- Evaluates operations and makes recommendations regarding short and long-term plans for improving day-to-day efficiencies
- Recommends a course of action and implements necessary changes into daily workflows when issues are identified
- Monitors product category and pipeline performance, tracking referral and order volumes and SLAs, making adjustments as appropriate
- Oversees all functional areas of the department related to patient onboarding activity
- Ensures Supervisors are managing staff to meet KPIs in each area
- Responds quickly to fluctuating referral volumes to maintain agreed-upon service levels for all DME clients
- Participates in managing and building relationships with referring DME manufacturers
- Responds to escalations or inquiries from manufacturers as necessary
- Analyzes daily KPI reports and identifies opportunities for process improvement
- Analyzes daily revenue attainment and makes adjustments if the department is tracking under budget requirements
- Coaches and develops Supervisors in leadership, decision making, performance management, hiring and recruitment, employee relations, and human resource management
- Manages and oversees special projects and their implementation on an as-needed basis
- Actively participates in strategic planning and development focused on increased patient referrals, increased patient and provider retention, and strengthened manufacturer relationships
- Prepares content for and participates in monthly category business reviews, department meetings, and manufacturer presentations
- Evaluates the use of technology to decrease costs, increase productivity and outcomes, and positively impact patient, provider, and manufacturer experience
What We're Looking For
- High School Diploma or equivalent
- Advanced oral and written communication skills
- 7 – 10 years of applicable Healthcare and/or DME experience
- 7 - 10 years Management experience overseeing a team of at least 25 direct and indirect reports in a Healthcare sales and/or operations environment
- Complete understanding of Diabetes as a therapy and the influences that dictate patient disease management decisions
- Diabetes medical device product knowledge required
- Microsoft Excel experience required
- Demonstrated analytical abilities
- Project Management experience required
- Salesforce CRM knowledge and experience required
- Demonstrated ability to coach and develop exempt level staff
- Complete understanding of the concept of servant leadership
- Ability to articulate how successfully employed the servant leadership approach
Nice to Have
- College degree
- Revenue Cycle experience
Technical Stack
- Microsoft Excel
- Salesforce CRM
Team & Environment
- Manages New Intake Supervisors who oversee staff in the Diabetes New Intake Customer Operations Department
- Team size: At least 25 direct and indirect reports
Benefits & Compensation
- Medical, dental, and vision insurance, available on first working day
- 401(k), eligibility after one year of service
- Employee stock purchase plan
- Tuition reimbursement
Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.
