Supervisor, Field Services (Indiana) Job at Enovis
Job Description:
We are seeking a dedicated, service-oriented people leader with a background in orthopedics to join Enovis as a Field Service Team Lead in Indiana!
Team Leads are responsible for the direct management of a team of Field Service Representatives and oversight to other clinical staff employed and/or contracted by Distributor Partners and are responsible for driving compliance and profitability of the Field Services portfolio. This position is measured by incremental profitability, operational metrics (e.g., inventory overstock returns, product mix, ASP, upfront cash collections, etc.).
JOB RESPONSIBILITIES
Leadership and Management
- Provides, mentorship, guidance, and leadership needed to instill a team-oriented and results-driven team.
- Conducts routine conference calls, team meetings, and one-on-one meetings with team as necessary to drive business goals.
- Performs functional supervision including staff scheduling, hiring, performance evaluations, and terminations.
- Manages the hiring, development, certification, and performance management of Field Service Representatives (FSRs).
- Leads staff performance management activities to improve capabilities and skills using regular objective setting and review processes, performing appraisals, and coaching of individuals on development plans.
- Responsible for effectively managing the activities of direct reports and ensuring the organization’s metrics continue to improve through individual development and developing talent throughout the organization.
- Provides effective guidance and support to ensure proper deployment of training, progression, compliance, and optimization of the territory for both Enovis and DP employed FSRs.
- Conducts one-on-one field visits to assess and address development needs with team members.
- Works with the Regional Service Manager (RSM) and cross-functional team members to identify resource constraints, assess ongoing needs, and forecast resourcing to ensure exceptional clinic support and patient experiences.
- Provides superior leadership and maintains consistent high performance and exemplary teamwork skills through positive peer influence and collaboration with the internal organization.
- Shares successes, failures, and best practices with all of Field Sales and Field Service to improve the overall competency of the organization.
- Acts in a professional and ethical manner and services as a compliance leader to Field Service Representatives, Sales Team members and others.
Field Service Representative Training
- Demonstrates specialized product knowledge in the training of new Field Service Representatives (FSRs).
- Provides training to new FSRs on company policies, processes, and procedures, as well as product and business channels.
- Trains FSRs to facilitate the process for required documentation between Sales Representatives and the internal billing team following all necessary compliance and regulatory processes, including chart notes, Certificate of Medical Necessity (CMN) forms, and other required forms and/or documents.
- Instructs FSRs on proper functional brace measuring and fitting as prescribed by the healthcare practitioners (e.g., physicians) of the clinic and appropriate coordination of patients for follow-up fitting appointments.
- Trains and coordinates required audits of inventory as set forth by management.
- Follows a standardized order entry process to ensure 100% accuracy for all orders (as defined by the Company) that are submitted via electronic tools and/or company applications, and trains FSRs to this process.
- Works with Distribution Partners (DPs) to ensure company compliance standards, policies, and procedures are promoted and adopted by FSRs employed or contracted by the Distributor Partner.
Business and Financial Metrics
- Responsible for analyzing, managing, and communicating to Sales and Service Leadership on metric improvement via scorecards and other tools.
- Studies, analyzes, and reports on trends, and recommends opportunities to drive functional performance to deliver continuous improvement to financial, quality, and compliance outcomes.
- Understands the trends in the industry and the Company’s position in the market.
- Monitors strategies and marketplace developments and communicates regarding such matters to business partners and to the internal organization.
Regional Service Manager Support
- Provides support to the Regional Service Manager (RSM) on key initiatives.
- Assists the RSM in driving business goals and compliance with applicable policies, procedures, laws, and regulations, and may be involved in distributing Key Performance Indicators (KPIs), leading and facilitating meetings and team calls, and providing general support in driving the business and other (e.g., compliance) goals within the territory.
- Provides assistance with MotionMD launches and serves as an additional point of contact for MotionMD related questions.
- Plays an integral role in creating project plans and managing account launches varying in size.
- Involved in significant logistics projects including those related to new account setup, closing accounts, inventory reductions, and held billing.
Additional Support
- Provides training, education, and troubleshooting with respect to the day-to-day operations of the Field Service Team.
- Educates clinics and office staff on the operation of Enovis programs, products, and services, and provides information, when appropriate, on third-party payor coverage rules.
- Supports the development and deployment of field technology software for Enovis programs.
- Supports, manages, and improves profitability of existing accounts, and works in collaboration with FSRs and local product Sales Representatives to identify opportunities to introduce new profitable company products to account(s) in a compliant/legal manner.
- When relevant, works closely with Sales Team to support new account development to ensure acceptable utilization and profitability, and creates executable action plans for implementation or “go-live” of programs at customer sites in a compliant/legal manner.
- Acts as liaison between Headquarters, Revenue Cycle Management (RCM), Healthcare Solutions (HCS), Field Sales, and Service Teams to help distribute and manage clinical and operational reporting.
- Serves as the primary source of account coverage for qualifying absences, leaves and vacations under the Field Services FSR Coverage Policy.
Compliance
- Maintains professional and technical knowledge by staying up to date on current trends and changes in the marketplace, seeking on-the-job training, and participating in development of training related to reimbursement trends, payor expectations, and compliance with applicable rules, policies, and guidance.
- Maintains professional and technical knowledge by staying current on relevant company products, corresponding documentation (e.g., IDUs, Product Inserts, Manuals, and Promotional Materials).
- Maintains knowledge of third-party payor regulations including Medicare, Medicare Advantage, Medicaid, Workers Compensation, and non-governmental payers to ensure the Field Service Team conducts billing activities in compliance with applicable rules, policies, and guidance.
- Adheres to all internal Office of Global Corporate Compliance policies, procedures, and guidelines, OIG, and government program (e.g., Medicare) regulations, regulatory policies and procedures, and Privacy and Security standards (i.e., HIPAA) in accordance with government agency requirements.
- Treats Protected Health Information (PHI) with the strictest confidentiality in accordance with HIPAA standards.
- Other duties as assigned.
QUALIFICATIONS
- Bachelor’s Degree required.
- Holds and maintains an active Board of Certification (BOC) in Athletic Training.
- Holds an active Athletic Trainer (or similar applicable) license with the appropriate state regulatory agency required. American Board for Certification (ABC) Certified Fitter-orthotics (CFo), Orthotic Fitter, Physical Therapy Certification, Orthopedic Technology Certification, or similar licensure/certification may also be considered.
- Minimum of 5 years of operational experience in orthopedic industry required.
- Previous experience effectively managing people strongly preferred.
- Experience effectively leading remote teams and/or teams spanning multiple locations strongly preferred.
- Understanding of field service roles and processes, especially as it relates to physician practices and hospitals.
- Strong customer relations skills with an understanding of workflow in physician and acute care clinic settings strongly preferred.
- Previous experience with inventory management programs and/or Electronic Medical Record (EMR) systems strongly preferred.
- Experience and knowledge of insurance reimbursement/DMEPOS billing requirements strongly preferred.
- Knowledge of healthcare industry, payor relations, and applicable compliance regulations and standards required.
- Experience working with Clinic Administrators required.
- Knowledge of medical terminology required.
- Experience responding to patient and insurance inquiries strongly preferred.
- Experience working and communicating with a commercial sales team preferred.
- Demonstrated ability to: meet deadlines and maintain heavy workload in fast paced environment, partner with and influence key stakeholders, both internal and external, advocate for customer perspectives while simultaneously balancing organizational needs, objectives, and constraints.
Other
- Must possess a valid Driver’s License and current automobile insurance.
- Must satisfy third-party credentialing/screening requirements to gain access to hospital accounts.
- May be required to fit patients in-home, and therefore candidates should be aware of as well as comfortable with this requirement.
TRAVEL
- Must be able to travel up to 75% of the time.
- Considerable time spent traveling in car to customer accounts as dictated by territory.
- Must be willing to travel to various locations upon request, using own transportation. Travel may be a routine or scheduled or may change from day to day.
- Typical work-related travel assignments range 1-5 days, and as such overnight, out-of-town stays are required.
- May require occasional air travel.
WORK ENVIRONMENT & PHYSICAL DEMANDS
- Field based (i.e., home office, physician’s offices, hospitals, clinics, etc.).
- The noise level in the work environment is usually moderate.
- This job involves potential exposure to airborne and bloodborne pathogens.
- Physical Demands: Must frequently lift and/or move up to 20 pounds. Regularly required to stand; walk and talk or hear. Frequently required to sit; use hands to finger, handle, or feel; reach with hands and arms and stoop, kneel, crouch, or crawl. Office deskwork requiring sitting, walking, using phone and computer.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
ABOUT DJO GLOBAL
DJO Global is a leading global developer, manufacturer and distributor of high-quality medical devices that provide solutions for musculoskeletal health, vascular health and pain management. Our products address the continuum of patient care from injury prevention to rehabilitation after surgery, injury or from degenerative disease, enabling people to regain or maintain their natural motion. Our products are used by orthopedic specialists, spine surgeons, primary care physicians, pain management specialists, physical therapists, podiatrists, chiropractors, athletic trainers and other healthcare professionals. In addition, many of our medical devices and related accessories are used by athletes and patients for injury prevention and at-home physical therapy treatment. Product lines include rigid and soft orthopedic bracing, hot and cold therapy, bone growth stimulators, vascular therapy systems and compression garments, therapeutic shoes and inserts, electrical stimulators used for pain management and physical therapy products. Our surgical division offers a comprehensive suite of reconstructive joint products for the hip, knee and shoulder. Our products are marketed under a portfolio of brands including Aircast®, Chattanooga, CMF™, Compex®, DonJoy®, ProCare®, Exos™, Dr. Comfort®, DonJoy Performance® and DJO® Surgical.
For additional information on the Company, please visit www.DJOglobal.com.
DJO is a growing subsidiary of diversified technology leader Colfax Corporation
EOE AA M/F/VET/Disability
All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, religion, color, national origin, sex, protected veteran status, disability, or any other basis protected by federal, state or local laws.
EOE AA M/F/VET/Disability
All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, religion, color, national origin, sex, protected veteran status, disability, or any other basis protected by federal, state or local laws.
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