Our Medical Device/DME client is seeking a VP of Operations/GM with strong operational leadership and experience setting up and scaling operations. NO RELOCATIONS, MUST BE LOCAL.

About the Role

We’re looking for a hands-on, execution-focused VP of Operations (or General Manager) to help scale a newly acquired company . This role is all about building structure where there’s growth, leading through managers, and ensuring that every part of the operation from patient intake and sales support to documentation workflows runs smoothly, efficiently, and profitably. You’ll be responsible for helping the business scale without breaking, putting the right people, processes, and KPIs in place so each department can perform at the next level.

Key Responsibilities

1. Operational Ownership

Drive execution across core functions: intake, insurance verification, documentation management, sales support, resupply, and RCM — through close collaboration with departmental leaders.
Partner with the Director and Sales Leadership to improve intake performance, lead conversion rates, and patient experience.
Build clear SOPs, service level expectations, and departmental scorecards that ensure consistent performance and scalability.
Develop and refine escalation paths and workflows that maintain throughput as patient volume grows.

2. Infrastructure for Scale

Build and optimize org structure, hiring plans, and accountability systems to support high-growth operations.
Identify operational inefficiencies and remove bottlenecks that impact throughput or gross margin.
Improve interdepartmental communication and handoffs — especially between intake, documentation, and order processing.
Define and reinforce standards around turnaround times, contact attempts, and documentation flow.

3. Resupply Program Execution

Oversee the operational side of resupply — managing patient outreach cadence, order windows, and compliance with payer guidelines.
Work with resupply leadership to build volume and improve retention, without increasing patient drop-off or support burden.
Implement tracking mechanisms for resupply KPIs: eligible patients contacted, reorders completed, conversion rates, etc.

4. Documentation & Compliance Integration

Operationalize documentation capture and review within intake and order teams — ensuring consistent adherence to payer rules.
Collaborate with compliance leads and tools to integrate coverage criteria into workflows.
Ensure all staff understand the “why” behind documentation rules and are trained to work within them.

5. KPI and Performance Management

Own operational KPIs across intake, documentation, order processing, and RCM.
Set and enforce expectations with departmental leads — using dashboards, team reviews, and performance routines.
Partner with Finance to monitor unit economics, staffing efficiency, and departmental cost structures.

6. Cross-Functional Execution

Be the operational “glue” between intake, sales support, documentation, and RCM teams — ensuring all processes are aligned and scalable.
Collaborate with executive leadership to align capacity with strategic priorities, including new product categories and sales growth.
Work with payer contracting and sales leadership to ensure the business is operationally ready before scaling new payers or lead sources.

Requirements: Ideally, we would like to have someone with DME experience specifically in an operations capacity. It is not a gating requirement, but those candidates will be viewed more favorably. 10+ years of experience. Seeking a candidate who can demonstrate previous success within operations in terms of scaling revenues, implementing change based on quantitative data, process improvements, and creating process efficiencies.

This is an onsite role. Must be legally authorized to work in the US without any type of sponsorship now OR at any time in the future. Must be able to pass background check.

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