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Kestra Medical is seeking a DME Customer Order Senior Manager to lead the day-to-day and tactical execution of the Order Processing team through a group of Customer Order Services (COS) managers. This is a leader-of-leaders role responsible for developing management talent, driving accountability, and fostering a culture of collaboration and continuous improvement.
Key responsibilities include:
• Lead and develop a team of Customer Order Managers, establishing clear accountability for operational performance, team engagement, and talent development
• Coach and mentor managers to strengthen leadership effectiveness, decision-making, change management, and organizational influence
• Establish leadership expectations, operating rhythms, and performance standards across all Customer Order teams
• Evaluate leadership effectiveness and provide coaching, development planning, and performance management
• Oversee workforce planning and organizational design to align management structures and team capacity with business needs
• Lead execution of Benefit Verification automation and AI roadmap, including prioritization and delivery oversight
• Partner with Revenue Cycle leadership to evolve the Benefit Verification target operating model, including outsourced mix, span of control, and workforce planning
• Anticipate and shape responses to payer, regulatory, and market shifts (e.g., Medicare policy changes, Managed Care contracting)
• Establish and monitor cost-to-serve KPIs (cost per order, cost per dispatch, cost per Benefit Verification, fully loaded cost per FTE)
• Partner with Finance and RCM Analytics to quantify Benefit Verification's downstream financial impact and report monthly results
• Drive productivity and unit-economics improvements through automation, process redesign, and elimination of non-value-added work
• Manage regional COS leaders, including performance evaluations and goal setting
• Operate at both tactical and strategic levels to ensure goal execution and resolve complex issues
• Participate in 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 and patient outcomes
• Ensure operational control, leadership oversight, and performance management processes support timely and accurate benefits verification
• Collaborate with Revenue Cycle management and key Kestra leaders to ensure process alignment
• Lead cross-functional projects to drive operational efficiencies and cost reduction
• Provide departmental reporting and statistics to Director of Revenue Cycle
• Participate in on-call and off-hour coverage as needed
The role requires managing multiple teams, strategic partnership with leadership across functions, and accountability for both operational execution and financial outcomes in a growing medical device company.
