Order Operations Supervisor

At Tactile Medical, we specialize in developing at-home therapy devices to treat lymphedema, chronic venous insufficiency and respiratory illnesses.

The Order Operations Supervisor is responsible for the day to day leadership and operational oversight of an assigned Order Operations team. This role provides direct people leadership, including coaching, training, performance management, and escalation support, while monitoring productivity, quality, and service metrics. The Supervisor partners with cross functional stakeholders to support regulatory compliance, audit readiness, and continuous improvement initiatives.

Accountabilities & Responsibilities

• Lead and supervise an assigned Order Operations team to ensure timely, accurate, and compliant processing of patient orders in alignment with department and company goals.
• Coach, develop, and support direct reports through structured onboarding, ongoing training, regular one on one meetings, and performance feedback.
• Develop and monitor individual and team performance metrics, analyze trends, and implement actions to improve productivity, quality, and service levels.
• Manage daily workflow, staffing, scheduling, and prioritization to meet operational demands and service expectations.
• Conduct documented performance evaluations, corrective actions, and employee development planning in accordance with company policies.
• Create, maintain, and reinforce standard work instructions, training materials, and process documentation to support consistency and audit readiness.
• Resolve escalated operational, documentation, or reimbursement issues by coordinating with internal stakeholders and ensuring timely resolution.
• Partner cross functionally with Sales, Education, Compliance, Quality, and other Order Operations teams to improve processes and the overall customer experience.
• Perform other duties as assigned.

Qualifications

Required:

• Bachelor’s degree or equivalent combination of education and relevant work experience.
• Minimum of 2–4 years of experience leading a team and/or supporting healthcare order processing, reimbursement, insurance authorization, or regulated operational workflows.
• Demonstrated ability to coach, develop, and manage employee performance in a fast paced, deadline driven environment.
• Strong communication, interpersonal, and coaching skills with the ability to influence, motivate, and build engagement across teams.
• Ability to analyze performance data and metrics to drive productivity, quality, and continuous improvement.
• Strong organizational, problem solving, and decision making skills with the ability to manage competing priorities.
• Proficiency with Microsoft Office tools (Outlook, Teams, Excel) and ability to learn operational systems quickly.
• Ability to perform all job duties while maintaining compliance with regulatory and privacy requirements, including HIPAA.

Preferred:

• Bachelor’s degree in Business, Leadership, Healthcare Administration, Operations Management, or a related field.
• Experience in medical device, outpatient DME, insurance, revenue cycle management, Medicare, or reimbursement environments.
• Working knowledge of medical terminology, payer requirements, and healthcare regulatory standards.
• Experience supporting audits, policy interpretation, or quality assurance in a regulated healthcare setting.
• Experience leading process improvement, automation, or change management initiatives.

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