Director of Operations - DME

GEMCORE’s continued success has earned national recognition through Inc. Magazine’s Fastest Growing‑Growing Companies and Cleveland Plain Dealer Top Workplace awards for six consecutive years. We are seeking a mission-driven leader who shares our passion for delivering exceptional patient care, operational excellence, and best-in-class diabetes support.

Edwards Health Care Services (EHCS), a division of GEMCORE, is a national direct-to-home provider specializing in diabetes medical supplies, including continuous glucose monitoring (CGM) systems, insulin pumps, and related DME products. For over 25 years, we’ve partnered with patients, clinicians, and payers to simplify the path to better health.

We are seeking a strategic, process-focused, and execution-oriented Director of Operations to lead five critical functional areas: Intake, Customer Service, Medical Documentation, Prior Authorization, and Quality. This leader will elevate operational performance, optimize workflows for diabetes product lines, and ensure regulatory and payer compliance across DME operations.

Key Responsibilities

Operational Leadership & Strategy

• Lead and develop high-performing teams across Intake, Customer Service, Documentation, Prior Authorization, and Quality to support a rapidly expanding DME and diabetes supply business.

• Drive operational strategy with a focus on scalability, throughput, and efficiency across all diabetes and DME product workflows.

• Define, implement, and continuously refine policies and processes that strengthen productivity, accuracy, and patient experience.

• Use data-driven metrics and KPIs specifically aligned to DME operations, CGM/pump ordering cycles, fulfillment timelines, PA turnaround time, documentation quality, and payer performance.

DME, Regulatory & Compliance Oversight

• Maintain a deep understanding of DME regulatory standards, Medicare/Medicaid rules, private insurance requirements, and HIPAA.

• Collaborate with the Compliance Team to ensure continued process improvement and team meets regulatory standards.

Process Optimization & Continuous Improvement

• Identify inefficiencies and lead improvement initiatives—particularly in areas unique to diabetes products such as physician documentation, clinical notes, chart validation, reorder schedules, and delivery continuity.

• Ensure end-to-end process integrity from patient onboarding through shipment for CGMs, insulin pumps, infusion sets, sensors, and test strip programs.

Cross-Functional & External Collaboration

• Partner with clinicians, manufacturers (CGM and pump OEMs), and internal departments to optimize product access and improve patient outcomes.

• Communicate professionally with patients, healthcare professionals, and payors to ensure smooth coordination of benefits and documentation.

Operational Accountability

• Establish performance metrics, monitor results, and hold teams accountable for service levels, accuracy, and operational effectiveness.

• Demonstrate strong financial acumen and awareness of revenue margins across all DME product categories.