Director – Client Partner, DME/HME in Woodbridge, New Jersey at Knack BPO LLC

Position Overview

We are seeking an experienced Director / Sr. Director – Client Partner (DME/HME) to serve as a strategic partner to our DME/HME clients. This is a true Client Partner role, requiring a strong combination of DME/HME domain expertise, healthcare RCM knowledge, executive-level client management, operational understanding, and commercial acumen.

The ideal candidate will act as the critical link between the client and internal Operations, proactively identifying opportunities to improve revenue performance, enhance service delivery, mitigate risks, and expand the client relationship. The individual should be equally comfortable discussing DME/HME workflows, payer requirements, documentation, billing and reimbursement challenges with a client executive, reviewing RCM KPIs with Operations, and identifying opportunities for account growth and transformation.

Key Responsibilities

Client Partnership & Executive Relationship
Management

• Own strategic relationships with senior client stakeholders and serve as the primary executive point of contact.
• Establish trusted-advisor relationships and develop a deep understanding of the client's business, operational priorities, financial objectives, and growth plans.
• Lead Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs) and executive governance meetings.
• Translate operational and financial performance into clear business insights, recommendations, and actionable improvement plans.
• Manage escalations effectively while maintaining strong client confidence and satisfaction.
• Develop and execute client engagement, retention, and relationship-expansion strategies.

DME/HME Domain Expertise

• Apply strong knowledge of Durable Medical Equipment (DME), Home Medical Equipment (HME), medical supply, and home-based equipment workflows to client discussions and RCM strategy.
• Understand DME/HME-specific workflows, including referrals, order intake, documentation, medical necessity, authorization, fulfillment, billing, reimbursement, and payer requirements.
• Demonstrate familiarity with HCPCS coding, modifiers, medical necessity, prior authorization, Standard Written Orders (SWOs), Certificates of Medical Necessity (CMNs) where applicable, proof of delivery, payer coverage policies, and Medicare/Medicaid requirements.
• Understand the relationship between referral/order management, documentation, authorization, fulfillment, billing, claims, denials, and reimbursement.
• Partner with Operations and coding/billing teams to identify DME/HME-specific revenue leakage, compliance risks, process gaps, and improvement opportunities.

Healthcare RCM & Operational Leadership

• Maintain strong end-to-end understanding of the healthcare revenue cycle, including:
  • Eligibility and benefits verification
  • Referral and order intake
  • Prior authorization
  • Medical necessity and documentation
  • HCPCS/CPT coding and charge capture
  • Claims submission
  • Denial management
  • A/R management
  • Payment posting
  • Insurance and patient collections
• Monitor and interpret key RCM metrics, including A/R, aging, denial rates, clean claim rates, collections, productivity, quality, turnaround time, authorization performance, and other account KPIs.
• Partner with Operations leaders to develop corrective actions and performance improvement initiatives.
• Challenge existing processes and identify opportunities to improve revenue realization, reimbursement, productivity, quality, and cost-to-serve.
• Connect operational performance to client financial outcomes and overall business objectives.

Account Growth & Commercial Development

• Identify opportunities to expand existing client relationships and grow account revenue.
• Understand client business needs and connect them to additional RCM services, technology, analytics, automation, and other solutions.
• Identify opportunities to expand scope across functions, geographies, business lines, or additional DME/HME services.
• Support proposals, solution discussions, scope expansions, renewals, and commercial negotiations.
• Maintain working knowledge of SOWs, SLAs, pricing models, staffing commitments, contractual obligations, and account profitability.
• Partner with Sales/Business Development teams on cross-sell, upsell, renewals, and new business opportunities.

Transformation, Automation & Innovation

• Proactively identify opportunities for workflow redesign, automation, analytics, and AI-enabled solutions.
• Evaluate opportunities to improve collections, reduce denials, accelerate reimbursement, increase productivity, improve documentation and billing quality, and reduce overall cost-to-serve.
• Build business cases and communicate the expected operational and financial impact of transformation initiatives.
• Identify opportunities to leverage technology across order intake, authorization, documentation, coding, billing, denial management, A/R, and reporting.
• Drive adoption of innovative solutions while ensuring alignment with client objectives and DME/HME RCM best practices.

Transition & New Business Support

• Support new client implementations, transitions, migrations, acquisitions, and scope expansions.
• Partner with transition, implementation, technology, and Operations teams to ensure smooth onboarding and stabilization.
• Establish governance, KPIs, operating rhythms, and escalation mechanisms during transition and post-go-live periods.
• Proactively identify transition risks and ensure timely mitigation.
• Support solution design and operational planning during the sales-to-implementation lifecycle.

Risk, Compliance & Governance

• Identify early warning signals related to A/R, denials, reimbursement, documentation, quality, staffing, productivity, compliance, financial performance, or client satisfaction.
• Develop and drive mitigation plans before issues become significant client escalations.
• Ensure adherence to HIPAA, Medicare/Medicaid requirements, DME/HME documentation standards, billing accuracy, medical necessity, data privacy, and RCM compliance requirements.
• Promote a culture of accountability, transparency, and continuous improvement.
• Partner with internal compliance, quality, coding, and Operations teams to address regulatory and process risks.

Required Qualifications

• Bachelor's degree in Healthcare Administration, Business, Finance, or a related field; advanced degree is a plus.
• 10+ years of experience in healthcare RCM, DME/HME, client management, healthcare outsourcing, or related services.
• Significant experience supporting DME, HME, home medical equipment, medical supply, or closely related healthcare organizations.
• Demonstrated experience managing strategic or enterprise healthcare client relationships.
• Strong understanding of end-to-end healthcare RCM operations.
• Proven experience leading MBRs/QBRs and executive-level client governance.
• Demonstrated ability to identify and drive account growth, cross-sell, upsell, renewals, or scope expansion.
• Strong understanding of RCM financial and operational KPIs.
• Experience supporting transitions, implementations, and new business opportunities.
• Working knowledge of SOWs, SLAs, pricing, staffing models, contractual obligations, and account-level financial performance.
• Strong executive communication, presentation, negotiation, influencing, and relationship-management skills.

Preferred Qualifications

• Experience with DME/HME providers, home medical equipment companies, medical supply organizations, home healthcare organizations, or related healthcare service providers.
• Strong knowledge of DME/HME reimbursement, including HCPCS coding, modifiers, medical necessity, prior authorization, documentation requirements, proof of delivery, payer coverage policies, and Medicare/Medicaid reimbursement.
• Experience working with Medicare Administrative Contractors (MACs), Medicare, Medicaid, commercial payers, and other healthcare reimbursement environments.
• Experience working with U.S. healthcare providers, payers, and RCM outsourcing organizations.
• Experience with RCM transformation, automation, analytics, AI, or technology-enabled services.
• MBA, MHA, or other relevant advanced degree.
• Relevant healthcare, DME/HME, or RCM certifications are a plus.

Core Competencies

• Strategic Client Partnership
• DME/HME Domain Expertise
• Healthcare RCM Expertise
• Executive Presence & Communication
• Account Growth & Commercial Acumen
• Operational & Financial Acumen
• Problem Solving & Risk Management
• Transformation & Innovation
• Negotiation & Influencing
• Cross-Functional Leadership
• Client Retention & Relationship Management
• Strategic Account Development

What Success Looks Like

Success in this role will be measured not only by operational performance but by the ability to build, retain, and grow strategic DME/HME client relationships. The successful Client Partner will:

• Establish credibility as a trusted advisor to DME/HME clients and their executive leadership teams.
• Develop a deep understanding of the client's business model, market environment, operational challenges, and strategic priorities.
• Improve client satisfaction, retention, and overall relationship health.
• Drive measurable improvements in RCM performance, reimbursement, collections, and financial outcomes.
• Identify and convert opportunities for account expansion, incremental revenue, and broader client engagement.
• Anticipate risks and resolve issues before they become escalations.
• Successfully support transitions, new business, implementations, and scope expansions.
• Bring forward innovative opportunities involving automation, analytics, AI, and technology-enabled solutions.
• Create a strong partnership between the client, Operations, Sales, Technology, Finance, and internal support functions.
• Position the organization as a strategic extension of the client's business, rather than simply an outsourced RCM provider.
• Demonstrate measurable growth in account value while maintaining strong operational performance and client trust.