Supervisor Patient Order Management

Overview

The Supervisor Patient Order Management is responsible for leading and supporting an assigned team to ensure efficient and accurate processing of patient orders. Responsibilities include supervising staff, monitoring performance metrics, and providing coaching and training to optimize productivity and quality. With a focus on fostering a collaborative and supportive work environment, this role plays a key role in driving team success and contributing to the overall efficiency and effectiveness of the order management department.

Responsibilities

• Coordinate and supervise an assigned team to ensure efficient and accurate processing of patient orders.
• Monitor team and individual performance metrics proactively and provide coaching and feedback timely to optimize productivity and quality.
• Facilitate the onboarding process for new employees by ensuring adherence to the module onboarding plan, including conducting weekly check-ins to address any questions or concerns and ensure a positive and successful onboarding experience.
• Handle escalations from the principal level related to order processing issues, ensuring timely resolution, and maintaining positive relationships with customers and stakeholders.
• Assist the Education department with updating training material to onboard new staff and enhance the skills of existing team members.
• Assist in the development and implementation of departmental policies and procedures.
• Support brick & mortar locations, ensure documentation and required processes are current and team members are trained and prepared for audit.
• Work closely with sales reps in assigned area to ensure exceptional support.
• Collaborate with cross-functional teams to streamline processes and enhance the customer experience.
• Write and deliver annual performance reviews.
• Maintain compliance with internal and external regulations, policies, and procedures for areas of responsibility.
• Facilitate team meetings and necessary training or educational events to deliver on key initiatives and cascade information.
• Deliver superior experience to customers (Clinicians, Tactile home office employees, sales reps, and patients)
• Proactively monitors for changes in medical policies and payer outcomes, and communicates changes to the team, to prevent and overcome reimbursement barriers before they become problematic and to maximize reimbursement.
• Other duties as assigned.
  
  

Qualifications

Education & Experience

Required

• Bachelor’s degree in business, Leadership, Health Administration or relevant fields or equivalent work experience
• 2+ years’ experience successfully leading a team and/or 2+ years’ experience obtaining documentation from clinics and/or working with third party payers for reimbursement, inclusive of activities such as benefit verification, authorization submission, medical necessity reviews, prior auth and claim appeals.
  
  

Preferred

• Previous experience leading and/or managing projects.
• Previous medical device (outpatient DME), insurance, revenue cycle management, reimbursement, or customer service experience.
  
  

Knowledge & Skills

• Strong communication, interpersonal, and coaching skills to provide support, guidance, and feedback to employees.
• Knowledge of medical terminology, insurance authorization processes, and healthcare regulations
• Knowledge of company's policies and procedures in areas such as compliance, conduct standards, time and attendance, performance management, etc.
• Ability to evaluate employee performance, facilitate goal setting, and prepare reports or recommendations.
• Ability to analyze data and metrics to drive performance improvements.
• Problem-solving and decision-making abilities.
• Attention to detail and accuracy.
• Proficiency in Microsoft Office Suite and order management software.
• Adaptability and flexibility in a fast-paced environment.
• Able to build meaningful connections with your team and across the organization to drive collective actions towards shared goals and objectives.
• Project planning skills to support delivery of team initiatives on time and in budget.
• Collaboration skills and commitment to lead by example, promote inclusivity, demonstrate integrity and high ethical standards.
  
  

Below is the starting salary range for this position, although offers may differ based on the candidate's location, job-specific knowledge, skills and experience.

$60,300 - $84,525

Additional Benefits

exempt - Our total compensation package includes medical, dental and vision benefits, retirement benefits, employee stock purchase plan, paid time off, parental leave, family medical leave, volunteer time off and additional leave programs, life insurance, disability coverage, and other life and work wellness benefits and discounts. Benefits may be subject to generally applicable eligibility, waiting period, contributions, and other requirements and conditions.