General Manager

2 weeks ago

Minneapolis, United States APA Medical Equipment Full time

Founded in 1970, APA Medical Equipment is a home medical equipment (HME) company based in Minneapolis, MN that supplies incontinence products, lift chairs, bathroom aids, and a long list of other products as well as a home delivery service to clients throughout the Twin Cities and to facilities nationwide.


APA started out as a small locally owned business, and has grown into a company that staffs over 50 employees that bring decades of work experience. From its Customer Care group, to repairs, to order fulfillment, it does everything possible to satisfy its customers’ needs. APA Medical’s goals are:

  • To continue adapting to the ever-changing world of insurance
  • Provide the highest level of customer experience.


APA’s 2,500 square foot showroom is conveniently located in South Minneapolis. APA currently holds contracts with most major insurance carriers and waiver programs. APA is accredited with BOC International as a DMEPOS (Durable Medical Equipment, Prosthetics / Orthotics & Supplies) Supplier.


Core Values:

  1. Proactive spirit
  2. Genuinely cares
  3. Stubborn diligence


Location:

3115 E. 38th Street, Minneapolis, MN 55406


APA Medical is looking to hire a proactive, detail oriented and genuine General Manager, who has desires to grow into a COO position. This hire must be a proven leader who will lead the Customer Service, Business Development and Logistics teams. Reporting to the CEO, this position will be the go-to contact for all operational needs. When needed, the GM can escalate problems to the CEO, but should bring several potential solutions. Knowledge and experience in the Durable Medical Equipment (DME) is required. The position will be very hands-on, and true to their core values, APA is looking for a proactive spirit who believes no role is below them. This is a highly visible role in which you will work closely with the CEO, management, and any advisors.

The role is based in Minneapolis, MN and is in-office 5 days / week.


KEY RESPONSIBILITIES

  • Leadership and Team Management:
  • Participate in weekly manager meetings and quarterly EOS sessions.
  • Manage and lead a team of three direct reports + 45 indirect reports
  • Oversee team goals, performance reviews, hiring, training, and development.
  • Ensure team members meet KPIs and have clear goals and objectives.
  • Contact Center Management:
  • In concert with department leadership, ensure the Customer Support team stays excited about and motivated by APA’s mission, vision, and values
  • Design and document the hiring, onboarding, and training of new Customer Support Representatives
  • Own the contact center knowledge base, ensuring all content is kept up to date in our system
  • Refine Customer Support performance reporting
  • Design and execute CMS-compliant incentive plans for Customer Support Representatives
  • Identify opportunities and design programs around upskilling high-performing employees
  • Develop standard rep messaging around product, insurance, etc. issues
  • Act as final point of escalation for customer issues
  • Fulfillment Management:
  • In concert with department leadership, ensure the Fulfillment team stays excited about and motivated by APA’s mission, vision, and values
  • Design and document the hiring, onboarding, and training of new Fulfillment team members
  • Refine Fulfillment performance reporting to ensure team is aligned around the mission
  • Assist and advise on inventory management
  • Advise on capital expenditures required for seamless fulfillment of our products
  • Business Development:
  • Oversee APA’s retail operation and monitor for opportunities to improve our floor product mix, presentation, etc.
  • Support efforts to diversify or change our product offerings
  • Reporting and Analysis:
  • Prepare reports for the Board of Directors (BOD), investors, and management team..
  • Prepare decks and materials for BOD meetings and investor presentations.
  • Provide ongoing management reporting and analysis, supporting strategic priorities.


DESIRED OUTCOMES

  1. Customer Support, Fulfillment, and Business Development achieve their weekly KPIs and quarterly goals
  2. APA remains on or ahead of quarterly and annual plan
  3. APA has standard operating procedures informed by best practices for service delivery
  4. APA has an informed hiring, onboarding, and training plan considerate of double digit annual growth
  5. APA has a comprehensive product diversification strategy

IDEAL EXPERIENCE

  • DME Experience
  • 7+ years of proven experience in the Durable Medical Equipment industry
  • You want to grow
  • You will enter APA as a GM and, through exceptional performance, will grow to COO
  • Operational Ninja
  • You want to make everything more efficient and can capably document the process.
  • You have some exposure to revenue cycle management and/or compliance
  • Customer Service
  • You have managed a great 25+ rep contact center and understand the best practices and tools that made it great
  • You have used and understand Brightree software.
  • Logistics
  • You understand how to think about product delivery and the associated requirements
  • Player / Coach / Mentor
  • With nearly 50 people reporting up through the GM, you will need to support and coach your team. This will be one of the most important aspects of your role.



SUPER POWERS

  1. Proactive spirit - You demonstrate an innate intellectual curiosity that drives you to see around corners and develop solution to problems before they are problems
  2. Genuinely cares - You care about the health and well being of our patients and our employees
  3. Stubborn diligence - You ask why things are the way they are and aren’t afraid to challenge things that don’t make sense
  4. Patient humility - You are self-aware enough to ask the right questions at the right time and accept course-correction against company and department priorities
  5. Analytical prowess - You have the instincts to provide your answer to a question but know how to use data to prove it



All qualified applicants will receive consideration for employment without regard to race, color, religion, sex,

age, disability, sexual orientation, national origin or any other category protected by law.

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