Director of Resupply

Career Details

Full-Time Elmhurst, IL Posted on 10/10/2025

The Director of Resupply coordinates the operations of the resupply customer service team and ongoing documentation teams. Actively participates in the employment cycle of their team members. In conjunction with other members of leadership, the director assigns and reviews team tasks, as well as educates, coaches, counsels, and directs team members and managers. This role addresses customer service escalations and communicates effectively across departments.
 
 
Responsibilities and Duties of the Director of Resupply:

• Oversees the resupply process, ensuring timely and accurate processing of orders.
• Monitors key performance indicators (KPIs) and implement strategies to improve operational efficiency.
• Develops and implements customer service standards and best practices.
• Address and resolve escalated customer complaints and issues in a timely and professional manner.
• Collaborates with senior management to develop and execute strategic plans.
• Identifies and implements opportunities for process improvements and cost efficiencies.
• Works closely with other departments, including sales, billing, and clinical teams, to ensure seamless service delivery.
• Facilitates regular team meetings to communicate updates, changes, and performance metrics.
• Upholds knowledge of products, services, and regulatory requirements.
• Liaises with patients, referral sources, and other team members to coordinate patient care.
• Uses software systems to communicate effectively; keeps a record of all patient contacts.
• Maintains strong working knowledge of, and aids team members in a variety of areas including, insurance coverage criteria and products and services offered by the organization.
• Resolves customer complaints. Escalates complaints to leadership when necessary
• Performs quality checks on individual work performance, identify training needs, and provide coaching.
• Maintains an approachable demeanor and encourages team members to share their concerns and feedback at any time.
• Provides feedback to leaders to help improve business practices; assists in creating ways to deliver excellent customer service or create a better patient care environment; helps develop and update the policies and procedures of the customer service team

Key metrics that the Director of Resupply will be expected to manage to:

• Patient Net Promoter Score 
• Average Call Hold Time
• Average Abandon Rate
• Duration to Return Voicemail
• Unreturned Phone Calls / Emails Per Day
• Resupply Order Completion
• Percentage of Orders Processed Without PARs and/or CMNs
• Overtime Management
• Quality Monitoring for Compliance
• Collection of patient financial responsibility – Autopay

Qualifications:

• Detail-oriented, organized, with excellent written and verbal communication skills with demonstrated ability to multi-task and shift priorities quickly while maintaining focus under limited supervision.
• Willing to travel at least once per quarter; additional travel may be required based on business needs.
• Exceptional communicator with a proven track record of effective change management capabilities.
• High level of responsibility, ownership, accountability, and availability to staff.

• Calm under pressure, can excel and thrive in a high-volume, continuously changing, fast-paced environment with a positive attitude and dedicated work ethic.
• Ability to prioritize tasks based on business needs.
• Strong communication skills (both written and verbal) are essential to effectively interact with customers and team members, ensuring clear and empathetic communication to address customer needs.
• Must have analytical skills to interpret customer data and feedback and KPIs, identify patterns, and extract insights that inform decision-making and drive improvements in customer experience.
• Must have strong leadership skills to inspire, motivate, and guide team members toward a common goal of delivering exceptional customer experiences.
• Must be able to develop and document standard operating procedures and provide training internally and externally.
• Must have strong time management skills, ability to multitask and stay organized.

Physical Requirements:
 
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions in this job description:

• In an 8-hour day the employee lifts/carries 10LBS. frequently.
• In an 8-hour day the employee stands/walks for 1 hour.
• In an 8-hour day the employee sits for 7 hours.

 Salary: 85k Annually Based on Experience
Location: Hybrid in Elmhurst, IL, Pontiac, MI or Charlotte, NC - Travel required as needed