Mgr, Customer Operations page is loaded## Mgr, Customer Operationslocations: Salt Lake City, UT: Remote - UStime type: Full timeposted on: Posted Yesterdayjob requisition id: REQ\_25\_28651At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 350+ facilities across the US and 22,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers—and their patients—are at the heart of what we do.Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.Owens & Minor teammate benefits include:* Medical, dental, and vision insurance, available on first working day* 401(k), eligibility after one year of service* Employee stock purchase plan* Tuition reimbursementThe anticipated salary range for this position is $75,000.00 - $90,000.00 annual. The actual compensation offered may vary based on job related factors such as experience, skills, education and location.Sr. Manager – Diabetes New Intake Operations POSITION SUMMARY Oversees the day-to-day operation of our DME Diabetes New Intake Customer Operations Department. Manages department workflows, directly manages New Intake Supervisors, monitors overall department pipeline and product category performance, ensuring results meet or exceed budgeted revenue targets. Makes appropriate recommendations and adjustments to processes and procedures or staffing to achieve required metrics. Owns and actively participates in manufacturer relationship management, ensuring referral volume remains consistent and grows according to established revenue targets. Takes appropriate intervention when referral volume decreases in order to re-establish required volumes that lead to target attainment. ESSENTIAL JOB FUNCTIONS: 1. Evaluates operation and makes recommendations regarding short and long-term plans for improving the day-to-day efficiencies and operation of the department. 2. As workflow issues are identified, recommends a course of action and implements the necessary changes into the daily workflow of the department. 3. Monitors the product category and pipeline performance, tracking referral and orders placed volumes and SLA''s, making adjustments and recommendations as appropriate. 4. Oversees all functional areas of the department related to patient onboarding activity, ensuring Supervisors are managing staff to meet KPI's in each area, and responds quickly to fluctuating referral volumes in order to maintain agreed upon service levels for all DME clients. 5. Participates in managing and building relationships with the referring DME manufacturers, and responds to escalations or inquiries as necessary. 6. Analyzes daily KPI reports, and identifies opportunities for process improvement. Analyzes daily revenue attainment and makes adjustments if department is tracking under budget requirements. 7. Coaches and develops Supervisors in the areas of leadership, decision making, performance management, hiring and recruitment, employee relations, and human resource management. 8. Manages and oversees special projects and their implementation on an as needed basis. 9. Actively participates in strategic planning and development that focuses on increased patient referrals, increased patient and provider retention, and further strengthens manufacturer relationships. 10. Prepares content for and participates in monthly category business reviews, department meetings, and manufacturer presentations. 11. Evaluates the use of technology as a tool to decrease costs, increase productivity and outcomes, and positively impact the patient, provider and manufacturer experience.Job Requirements Qualifications EDUCATION & EXPERIENCE REQUIRED: • High School Diploma or equivalent. College degree a plus. • Advanced oral and written communication skills • 7 – 10 years of applicable Healthcare and/or DME experience • 7 - 10 years Management experience, overseeing a team of at least 25 direct and indirect reports in a Healthcare sales and/or operations environment. • Complete understanding of Diabetes as a therapy and the influences that dictate patient disease management decisions • Diabetes medical device product knowledge required • Revenue Cycle experience a plus • Microsoft Excel experience required. Demonstrated analytical abilities a must. • Project Management experience required • Salesforce CRM knowledge and experience required • Demonstrated ability to coach and develop exempt level staff • Complete understanding of the concept of servant leadership, ability to articulate how successfully employed this leadership approach ADDITIONAL REQUIREMENTS: • Quarterly travel required to participate in Business Reviews with Manufacturers • Other travel may be required on an as needed basis Job Type: Full-timeIf you feel this opportunity could be the next step in your career, we encourage you to apply. Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.#J-18808-Ljbffr