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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 department and 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 operations, ordering cycles, fulfillment timelines, turnaround time, documentation quality, and payer performance.
- 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.
- 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.
- 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.
- 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.
- Minimum 10–15 years of operations and people leadership experience. Leading cross-function teams; such as customer service, quality, and documentation.
- Experience within healthcare preferred but not required; DME/HME, diabetes supply, pharmacy, or payer operations environments.
- Strong and proven track record of managing multisite teams and cultivating a culture of accountability, quality, and continuous improvement.
- Exceptional organizational, communication, project management, and analytical skills.
- Understanding of Medicare policy, DMEPOS documentation, deductibles, co-pays, and third-party reimbursement workflows preferred.
- Bachelor’s degree or equivalent experience required; P&L experience a plus.
- Full-time, exempt, based at our Hudson, OH corporate headquarters
- Schedule: Monday–Friday, 8:15 am–5:00 pm
- Employer-paid vacation and holidays
- Comprehensive benefits including medical/dental / vision, life insurance, short and ‑ and long‑term disability, and 401(k)
Edwards Health Care Services (EHCS) delivers high-quality diabetes and medical supplies directly to patients’ homes. We simplify the ordering and insurance process for CGMs, insulin pumps, and related supplies by working closely with healthcare professionals, product manufacturers, and payors. Learn more at www.myehcs.com.
About GEMCORE
GEMCORE is a family of healthcare companies—including EHCS, GEMCO Medical, GemCare Wellness, and GEM Edwards Pharmacy— dedicated to delivering innovative products and services to enhance patient lives. Learn more at www.gemcorehealth.com.
