The HME Operations Manager is responsible for overseeing daily operations and leading a team of HME Specialists to ensure patients receive reliable, high-quality service. This role focuses on strengthening operational workflows, addressing complex patient issues, and aligning teams across home medical equipment and home health care to deliver a consistent experience.

Key Responsibilities

• Manage, mentor, and develop a team of HME/DME Specialists through structured training, coaching, and performance management.

• Provide regular operational updates to the Executive Director, including performance metrics, trends, and improvement opportunities.

• Work cross-functionally with warehouse, inventory, billing, and accounting teams to maintain smooth operations and timely equipment delivery across multiple sites.

• Evaluate product needs and oversee ordering of new HME equipment based on patient feedback, clinical requirements, and business demand.

• Serve as the primary point of escalation for patient concerns, ensuring timely resolution and reinforcing service standards with the team.

• Partner with finance and executive leadership on budgeting, staffing plans, and resource allocation.

• Track daily, monthly, and quarterly performance indicators to ensure service levels and patient satisfaction targets are achieved.

• Analyze NPS and satisfaction data to identify inefficiencies and implement process improvements.

• Create, document, and continuously improve operational policies and procedures.

• Promote accountability, professionalism, and ethical leadership across the department.

Ideal Candidate Profile

• Self-directed leader who thrives in fast-growing, mission-focused environments.

• Patient-focused professional who approaches challenges with empathy and urgency.

• Strong people manager with the ability to anticipate issues and guide teams through change.

• Data-driven operator who takes responsibility for results and continuous improvement.

• Team-oriented leader who values transparency, learning, and long-term growth.

Qualifications

• 5+ years of experience leading operations and managing teams, including direct oversight of 15+ employees.

• Background in healthcare operations; experience with DME/HME strongly preferred.

• Demonstrated ability to manage budgets, staffing models, and operational targets.

• Comfortable presenting operational insights to senior and executive leadership.

• Experience with systems such as Brightree, Salesforce, and Microsoft Office tools.

• Hands-on leader with a practical, problem-solving mindset and experience scaling processes.