Resupply Supervisor

About the role

The Resupply Supervisor is responsible for the daily oversight and management of the Resupply Department, ensuring patients receive timely and accurate supplies while maintaining exceptional customer service and operational efficiency. This role supervises a team of resupply representatives in a high-volume call center environment and is responsible for driving productivity, quality, patient satisfaction, and revenue capture.

Responsibilities

• Team Leadership & Performance Management
• Supervise the day-to-day activities of the Resupply team.
• Monitor employee productivity, call quality, attendance, and performance metrics.
• Provide ongoing coaching, mentoring, and development to team members.
• Counsel and develop high-performing teams.
• Conduct regular one-on-one meetings, performance evaluations, and corrective action discussions as needed.
• Foster a culture of accountability, teamwork, and exceptional patient service.
• Aid in recruiting, interviewing, onboarding, and training new team members.
• Make recommendations regarding hiring, promotions, disciplinary actions, performance improvement plans, and terminations.
• Call Center Operations
• Manage a high-volume inbound and outbound call center focused on patient resupply services.
• Monitor call queues and staffing levels to ensure service level expectations are met.
• Manage employee schedules, PTO requests, staffing coverage, and workforce planning activities to maintain appropriate service levels and operational efficiency.
• Track and report key performance indicators including:
  • Calls handled
  • Conversion rates
  • Revenue capture rates
  • Productivity metrics
  • Quality scores
  • Patient satisfaction scores
• Identify workflow bottlenecks and implement process improvements to increase efficiency and effectiveness.
• Ensure all patient interactions meet company quality and service standards.
• Resupply Operations
• Oversee the processing and fulfillment of resupply orders.
• Ensure orders are accurate, compliant, and processed within established turnaround times.
• Monitor patient outreach efforts to maximize resupply capture rates and retention.
• Work closely with Intake, Documentation, Billing, Clinical, Customer Service, and Warehouse teams to resolve issues impacting patient care and order fulfillment.
• Assist in developing and implementing departmental policies, procedures, and best practices.
• Vendor & Internal Relationship Management
• Serve as the primary operational contact for vendors supporting resupply activities.
• Maintain strong working relationships with internal departments to ensure operational alignment and issue resolution.
• Participate in cross-functional meetings and projects to improve patient experience and operational performance.
• Compliance & Quality Assurance
• Ensure compliance with Medicare, Medicaid, commercial insurance, and company requirements.
• Maintain adherence to documentation standards and internal policies.
• Perform routine audits of team performance and order accuracy.
• Support quality assurance initiatives and corrective action plans.
• Reporting & Analytics
• Prepare and review daily, weekly, and monthly operational reports.
• Analyze departmental performance trends and recommend improvement strategies.
• Aid in forecasting staffing needs and operational planning.
• Utilize reporting tools to monitor productivity, revenue capture, and service levels.

Qualifications

• High School Diploma or equivalent required; Associate's or Bachelor's degree preferred.
• Minimum of 3 years of supervisory or leadership experience in a high-volume call center environment.
• Minimum of 3 years of healthcare, DME, HME, respiratory, or related healthcare operations experience.
• Proven ability to manage employee performance and achieve operational goals.
• Strong organizational, analytical, and problem-solving skills.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office Suite, including Excel.
• Experience with Brightree preferred.

Benefits

• $64,000-$73,000 salary annual
• Health, dental, and vision insurance
• 401(k) with employer match
• Paid time off