Position Summary

The Supervisor, Sales Support & Patient Intake leads and unites the teams responsible for guiding patients and providers through every step of the Dayspring order journey - from first referral through document collection and order fulfillment. This role brings together the Sales Support and Intake Operations functions under one team-first leader who builds a culture of collaboration, accountability, and shared ownership of the patient and sales experience.

This role is focused primarily on people leadership between the two departments. The Supervisor coaches, develops, and motivates team members across both functions, removes obstacles that stand between the team and its goals, and ensures the two groups operate as a single, well-coordinated unit rather than two disconnected teams handing work back and forth. The ideal candidate is an engaged, hands-on leader who genuinely enjoys developing people, building trust, and creating an environment where the team feels supported, recognized, and set up to succeed - while also ensuring orders are processed accurately, compliantly, and on time.

Essential Duties and Responsibilities

Team Leadership & Development
• Lead, coach, and support a combined team of Sales Support and Intake Operations Representatives, fostering one connected team culture across both functions.
• Hold regular one-on-ones, team huddles, and performance check-ins to keep team members engaged, supported, and growing in their roles.
• Recruit, onboard, and train new team members; build structured ramp plans so new hires reach full productivity quickly and confidently.
• Identify skill and development opportunities for each team member, and create pathways for cross-training between the Sales Support and Intake Operations functions to build a more versatile, resilient team.
• Recognize and celebrate individual and team wins; actively contribute to a positive, high-trust team environment where people want to do their best work.
• Conduct performance evaluations, set goals collaboratively with team members, and address performance concerns with fairness and consistency.
• Manage team scheduling, workload balancing, and PTO coverage to ensure consistent service levels for sales, referral sources, and patients.

Operational Oversight
• Ensure the team collects, verifies, and processes all documentation required to support order fulfillment, including patient demographics, physician orders, and supporting clinical documentation, and provides basic benefit investigation support as needed.
• Serve as the escalation point for complex order, intake, or documentation issues that the team cannot resolve independently.
• Monitor team-wide KPIs - order accuracy, turnaround time, referral conversion, and documentation completeness - and partner with the team to problem-solve when targets are at risk.
• Partner closely with Sales, Reimbursement Operations, Billing, and Fulfillment teams to eliminate friction and hand-off delays between sales support and patient intake.
• Champion and build shared, standardized processes across both functions. Lead both teams to improve consistency, efficiency, and the experience for patients, providers, and the sales team.
• Maintain a working knowledge of third-party payer guidelines, as outlined in the Company's Payer Library, to support the Reimbursement Operations team.
• Ensure the team's practices reflect current knowledge of HIPAA, TJC, and other federal/state regulatory requirements, and maintain awareness of compliance requirements for federally funded healthcare programs (e.g., Medicare and Medicaid) regarding fraud, waste, and abuse. Elevate compliance questions or concerns promptly and take appropriate action on issues reported by the team.
• Maintain accurate records, including patient protected health information, in the CRM (Salesforce.com) and other internal systems.
• Contribute to continuous process improvement initiatives that enhance team efficiency and the overall patient and referral experience.

Minimum Qualifications

Education, Experience & Training
• Bachelor's degree preferred
• At least 5 years of experience in sales support, patient intake, customer service, healthcare administration, or the DME industry
• At least 2 years of experience leading, supervising, or mentoring a team preferred
• Experience with benefit verification, medical documentation, or order processing preferred

Knowledge, Skills & Abilities
• Demonstrated passion for developing people and building strong, cohesive teams
• Strong coaching, motivational, and conflict-resolution skills
• Excellent organizational, time management, and multitasking abilities
• Effective oral and written communication and relationship-building skills across all levels of the organization
• Ability to lead confidently and resourcefully in a fast-paced, deadline-driven, and growing company
• Proactive, solutions-oriented mindset with sound judgment under pressure
• Proficiency in CRM systems (Salesforce.com preferred) and Microsoft Office
• High ethical standards and sound judgment handling sensitive patient information

Key Performance Indicators (KPIs)
• Team engagement, retention, and satisfaction
• Combined order accuracy and completeness rate across Sales Support and Intake
• Turnaround time from referral/order receipt to closure
• Reduction in delays caused by hand-offs between Sales Support and Intake
• Sales team and referral source satisfaction
• Compliance with payer and regulatory requirements
• New hire ramp time and cross-training completion

Work Environment
• Home-based work environment
• Frequent communication with team members, sales, internal partners, healthcare providers, and patients
• Requires handling sensitive patient information in compliance with HIPAA regulations

Physical Functions and Work Environment

The physical functions described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers; handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any Koya manager authorized to provide instruction or assign work. Duties, responsibilities, and activities may change at any time with or without notice. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

#LI-REMOTE

The pay range for this role is:

75,000 - 90,000 USD per year (Hybrid (Dallas, TX, US))