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.
ESSENTIAL DUTIES:- 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.
COMPETENCIES:- Passion: Contagious excitement about the company - sense of urgency. Commitment to continuous improvement.
- Integrity: Commitment, accountability, and dedication to the highest ethical standards.
- Collaboration/Teamwork: Inclusion of Team Member regardless of geography, position, and product or service
- Action/Results: High energy, decisive planning, timely execution.
- Innovation: Generation of new ideas from original thinking.
- Customer Focus: Exceed customer expectations, quality of products, services, and experience always present of mind.
- Emotional Intelligence: Recognizes, understands, manages one's own emotions and is able to influence others. A critical skill for pressure situations.
- Accuracy: Perform detailed notetaking on pertinent information e.g., reference #s, dates, spelling of names, ID#s, phone #s, email addresses
- Empathy: Exercise exceptional patience when communicating with patients and customers
QUALIFICATIONS- Education/Experience Required:
- 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
PREFERRED:- 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
SUPERVISORY RESPONSIBILITES:- Directly manage Customer Order Specialist Managers including but not limited to conducting performance reviews, providing feedback, and helping to set professional development goals.
WORK ENVIRONMENT:- Remote, yet fast-paced work environment
- Extended hours when needed
- Kestra manufactures and provides life-saving products regulated by the Federal Food and Drug Administration and under contract with Medicare. Kestra maintains a drug free workplace and testing is a condition of employment.
PHYISCAL DEMANDS:- Frequent repetitive motions that may include wrists, hands and/or fingers, such as keyboard and mouse usage
- Frequent stationary position, often sitting for prolonged periods of time
- Occasional bending and stooping
- Occasional lifting up to 20 pounds
TRAVEL:- Occasional travel, less than 15%
OTHER DUTIES:This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Team Member. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.
BENEFITS:Kestra offers a very competitive benefit package including Medical, Dental, 401K with Match, etc.
Pay equity is an important part of Kestra's Culture. Our compensation ranges are guided by national and local salary surveys and take into consideration experience level and internal equity. Each role is benchmarked based on the job description provided If your qualifications and/or experience level are outside of the posted position, we encourage you to apply as we are growing fast and roles that are coming soon may not be posted.
Salary: Annualized at $117,000 - $160,000 plus bonus. Depending on experience.
