Director – Client Partner, DME​/HME

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First Mid Lvl Offcls M Woodbridge, NJ, US

16 days ago Requisition

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.
• Proactively identify…