Position Summary / Career Interest:

The HME Retail Operations Manager will be responsible for the operation of the HME retail store(s), prioritizing patient needs and support, by providing quality retail product and optimizing revenue, through effective cost management. This position is responsible for analyzing and developing creative ideas for streamlining operations and procedures.


Responsibilities and Essential Job Functions

• Oversees the daily operations of the Home Medical Equipment (HME) retail store(s) to ensure appropriate action is taken.  Manages the retail store(s) as a subject matter expert in resolving issues per established departmental policy.  This may include inventory control, cycle counts, point of sale process, and generally resolving patient concerns.
• Must be able to perform the professional and technical competencies of the Home Medical Equipment department, as applicable.
• Promote a continuous quality improvement and customer service effort to enhance the services provided to Internal and external customers.
• Reviews that HME retail work orders are processed accurately, scheduled, and thoroughly completed for patient set-ups.
• Acts as a resource supporting day to day operations which includes but are not limited responding to escalations, advising on how to de-escalate, work closely with other HME areas to resolve patient issues.
• Educate and train the customer service team on HME retail product knowledge and retail store support.
• Ensures that the documentation required for reimbursement is secured in a timely manner.
• Promote excellent customer service skills within the store.
• Provides coverage in planned or emergent absences of other HME customer service personnel, and, when requested, provides coverage in emergent absences of HME leadership, as needed.
• Interprets and explains policies and procedures to employees, patients, and visitors.
• Ensures computer downtime procedures are followed per established guidelines; problems should be documented as they occur and brought to the attention of the Director.
• Works closely with HME Customer Service Supervisor, customer service representatives, and other patient financial services staff to ensure swift and satisfactory resolution to patient issues. Frequent contact with patients to provide special services as needed.
• Prepares reports to HME leadership on any staff issues, trends in staff performance, trends in patient issues and patient call volumes.
• Assists with Human Resource management functions including interviewing, selection, orientation, education/training, feedback, performance evaluation, and policy and procedure development. Assist in updating and maintaining personnel files. Ensures employee competency and maintains written documentation of all counseling sessions as needed.  Maintains and monitors Kronos records for employees.
• Comply with appropriate regulatory controls, federal and state regulations, third party payor requirements, and accreditation standards as they relate to all aspects of HME operations.
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
• These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.

Required Education and Experience

• Associates Degree in related field of study from an accredited college or university OR 3 years of experience in HME with RRT Credentials.

Preferred Education and Experience

• Bachelors Degree in related field of study from an accredited college or university OR 5 years of experience in HME and/or RRT Credentials.
• Management experience preferred.

Required Language Skills

• Fluent English - with advanced communication skills.

Knowledge Requirements

• Proficient with Microsoft applications.
• Familiarity with Lean concepts and processes.
• Strong problem-solving skills.
• Ability to work in a fast-paced environment with demonstrated ability to juggle and prioritize multiple, competing tasks and demands.

We are an equal employment opportunity employer without regard to a person’s race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.