Director – Client Partner, DME/HME

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.

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.

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.

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

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.

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 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.

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.

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.

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

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.