Position Summary

The Operations Support Specialist plays a key role in supporting the retail operations of the Tactical This position is primarily responsible for assisting walk-in patients and customers while ensuring a professional and patient-focused retail experience. The Operations Support Specialist supports retail sales activities, processes transactions, provides product education, and helps ensure patients receive the appropriate equipment in accordance with company procedures and applicable documentation requirements.

In addition to retail responsibilities, this role assists with maintaining accurate inventory counts, monitoring product availability, and ensuring retail inventory is organized, stocked, and properly tracked. The Operations Support Specialist may also provide front desk coverage as needed, assisting with patient intake, answering phones, and supporting general office workflow. This position works closely with internal teams to support operational continuity while ensuring compliance with company policies, payer requirements, and documentation standards.

Duties/Responsibilities:

Retail Sales & Patient Assistance

• Assist walk-in patients and customers as needed in preparation for the PCS team to handle their duties.
• Provide product education when needed for proper use of equipment to ensure patient understanding and safety.
• Process retail transactions accurately using the company’s point-of-sale and billing systems while maintaining compliance with applicable healthcare and billing regulations.
• Maintain a professional, service-oriented environment that reflects Tactical Rehabilitation’s commitment to patient care and operational excellence.

Inventory Management & Product Control

• Maintain accurate inventory counts for all retail within the office location.
• Conduct routine inventory checks and cycle counts to ensure inventory accuracy and timely restocking.
• Monitor product levels and coordinate with operations leadership to ensure appropriate inventory availability for office needs.
• Ensure inventory storage, labeling, and tracking procedures comply with company policies, manufacturer guidelines, and regulatory standards.

Front Desk & Operational Coverage

• Provide front desk coverage as needed to support office operations, including greeting patients, answering phones, scheduling appointments, and directing inquiries appropriately.
• Assist with patient intake documentation, order processing, and coordination with clinical and operational staff.
• Ensure patient-facing areas remain organized, professional, and welcoming.
• Support overall office workflow by stepping into administrative or operational duties when necessary to maintain continuity of service.

Essential:

• Provide hands-on support to offices experiencing high volume or staffing gaps.
• Assist with processing sales orders, documentation review, and data entry.
• Monitor workflow queues to ensure orders move through the system accurately and timely.
• Identify bottlenecks and assist in resolving operational issues promptly.
• Maintain strong communication with office managers and clinical teams regarding status updates.

Non-Essential

• Perform periodic audits of retail orders to ensure accuracy and compliance with internal policies.
• Identify errors or missing documentation.
• Maintain detailed logs of recurring issues to support training and process improvement.
• Other duties as assigned.

Preferred Education and Experience

• High school diploma or equivalent required.
• Exceptional attention to detail and strong organizational skills.
• Strong communication and interpersonal skills with the ability to interact professionally with patients, customers, and team members.
• Ability to analyze data, inventory levels, and workflow trends to identify process improvements and operational gaps.
• Customer-focused mindset with a commitment to delivering a positive and supportive patient retail experience.
• Ability to educate customers on product features, usage, and benefits while maintaining compliance with company and healthcare standards.
• Strong problem-solving skills and the ability to adapt in a fast-paced retail and healthcare environment.
• Ability to multitask across retail sales, inventory management, and front desk responsibilities.
• Comfortable using point-of-sale systems, inventory tracking tools, and basic office software.
• Demonstrated reliability, professionalism, and accountability in handling patient-facing responsibilities.

Physical Requirements:

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 20 pounds occasionally (e.g., files, office supplies, or product samples).
• Ability to travel to office locations as needed.
• Must be able to communicate effectively via phone, video conference, and in person.

Work Environment

This role is based in a retail and office setting within a Durable Medical Equipment (DME) environment and may occasionally require travel to support operational needs. Our retail operations are open seven (7) days per week, and team members work a coordinated schedule with other retail staff to ensure consistent coverage and patient service. Candidates must be able to obtain and maintain access to military installations, including successfully completing any required background checks for both on-post and off-post locations.