West Virginia Market Manager

Position Summary

The West Virginia Market Manager is responsible for leading daily branch operations, staff development, patient care, inventory management, referral coordination, and physician relationship support. Due to the market's smaller footprint and lean staffing model, this role combines leadership responsibilities with hands-on involvement in patient service, PAP setups, documentation management, referral processing, and operational support.

This position serves as a hybrid Market Manager, Referral Coordinator, and PAP Clinical Specialist, functioning as both a leader and working manager who actively participates in day to day branch operations and patient care activities.

Leadership and Branch Operations

• Adhere to and enforce all company policies, procedures, compliance standards, and accreditation requirements.
• Provide leadership and oversight for all branch operations and personnel.
• Recruit, train, coach, and manage branch team members.
• Complete employee performance evaluations and ensure staff compliance with annual education and credentialing requirements.
• Ensure branch readiness for audits, accreditation surveys, and compliance reviews.
• Oversee inventory management, equipment utilization, and branch supply levels.
• Coordinate with Billing, Compliance, Human Resources, Clinical Services, and Operations leadership to ensure efficient branch performance.
• Assist with implementation of quality improvement initiatives and performance improvement programs.

Referral and Documentation Management

• Work pending orders for all product lines (cpap, respiratory, mobility, speech, and HST), work in progress reports, documentation requests, physician orders, and CMNs daily.
• Maintain communication with physician offices regarding documentation requirements and order status. Assist with obtaining medical records, physician signatures, and supporting documentation required for reimbursement.

Patient Care and PAP Operations

• Develop and maintain technical knowledge of PAP and respiratory products and services offered by the company.
• Educate patients on the proper use, care, cleaning, and maintenance of respiratory equipment, primarily PAP therapy equipment.
• Perform PAP setups in office and home settings as needed.
• Assist patients with equipment troubleshooting and general equipment questions.
• Communicate changes in patient status or therapy concerns to physicians and appropriate healthcare providers.
• Collaborate with the compliance team to achieve company PAP compliance goals.
• Maintain PAP pickup and compliance performance metrics in accordance with company standards.
• Deliver patient care in a professional, compassionate, and customer focused manner.

Equipment and Inventory Management

• Maintain appropriate inventory levels and equipment par levels within the branch.
• Perform equipment inspections, preventive maintenance, and quality checks as required.
• Process equipment returns, bag and tag equipment, and document all activity within Brightree.
• Ensure equipment is maintained and distributed in accordance with company standards and regulatory requirements.

Sales and Physician Relationship Support

• Develop and maintain positive working relationships with referral sources and physician offices.
• Responsible to call weekly on key referral accounts, log in CRM, and build relationships
• Communicate with physician offices on documentation needs, order status updates, and patient coordination.
• Assist company sales leadership with referral growth initiatives and branch development opportunities to scale the business per company budget.
• Represent the company professionally within the local healthcare community.

Documentation and System Management

• Document all patient interactions, equipment setups, troubleshooting activities, and therapy services accurately and timely in DME software (Brightree).
• Aid in ensuring all documentation meets company, payer, and regulatory standards.
• Utilize Brightree, Microsoft Office, and other company systems effectively.

On Call Responsibilities

• Participate in the company on call rotation schedule.
• Respond to patient needs, equipment issues, and urgent service requests during assigned on call periods.
• Coordinate emergency equipment services and patient support as necessary.

Additional Responsibilities

• Travel throughout the West Virginia service area as needed.
• Deliver equipment and supplies when operational needs require.
• Perform other duties and special projects as assigned.

Qualifications

• Associate degree or equivalent healthcare, business, or management experience preferred.
• Minimum three years of experience in DME, respiratory care, healthcare operations, or a related field.
• Minimum one year of leadership, supervisory, or management experience preferred.
• Experience with PAP therapy and respiratory equipment preferred.
• Brightree experience preferred.
• Valid driver's license and acceptable driving record.

Knowledge, Skills, and Abilities

• Strong leadership and employee development skills.
• Strong organizational and time management abilities.
• Excellent verbal and written communication skills.
• Working knowledge of DME operations, reimbursement, and documentation requirements preferred.
• Ability to manage multiple priorities in a fast paced environment.
• Proficiency in Microsoft Office.
• Ability to work independently while maintaining accountability to company goals.

Physical Requirements

• Ability to lift and move up to 100 pounds occasionally.
• Ability to stand, walk, bend, stoop, kneel, and reach throughout the workday.
• Ability to operate office equipment, medical equipment, and company vehicles.
• Ability to travel throughout the assigned service area.
• Specific vision abilities required include distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.