Note: The job is a remote job and is open to candidates in USA. Koya Medical, Inc. is a healthcare technology company focused on transforming venous and lymphatic care through people-centric technologies. The Sales Support Supervisor leads the Sales Support and Intake Operations teams, developing employees, coordinating workflows, overseeing order and documentation processing, and ensuring accurate, compliant, and timely patient and sales support.
Responsibilities
- Lead, coach, and support a combined team of Sales Support and Intake Operations Representatives, fostering one connected team culture across both functions
- Hold regular one-on-ones, team huddles, and performance check-ins to keep team members engaged, supported, and growing in their roles
- Recruit, onboard, and train new team members; build structured ramp plans so new hires reach full productivity quickly and confidently
- Identify skill and development opportunities for each team member, and create pathways for cross-training between the Sales Support and Intake Operations functions to build a more versatile, resilient team
- Recognize and celebrate individual and team wins; actively contribute to a positive, high-trust team environment where people want to do their best work
- Conduct performance evaluations, set goals collaboratively with team members, and address performance concerns with fairness and consistency
- Manage team scheduling, workload balancing, and PTO coverage to ensure consistent service levels for sales, referral sources, and patients
- Ensure the team collects, verifies, and processes all documentation required to support order fulfillment, including patient demographics, physician orders, and supporting clinical documentation, and provides basic benefit investigation support as needed
- Serve as the escalation point for complex order, intake, or documentation issues that the team cannot resolve independently
- Monitor team-wide KPIs — order accuracy, turnaround time, referral conversion, and documentation completeness — and partner with the team to problem-solve when targets are at risk
- Partner closely with Sales, Reimbursement Operations, Billing, and Fulfillment teams to eliminate friction and hand-off delays between sales support and patient intake
- Champion and build shared, standardized processes across both functions. Lead both teams to improve consistency, efficiency, and the experience for patients, providers, and the sales team
- Maintain a working knowledge of third-party payer guidelines, as outlined in the Company's Payer Library, to support the Reimbursement Operations team
- Ensure the team's practices reflect current knowledge of HIPAA, TJC, and other federal/state regulatory requirements, and maintain awareness of compliance requirements for federally funded healthcare programs (e.g., Medicare and Medicaid) regarding fraud, waste, and abuse. Elevate compliance questions or concerns promptly and take appropriate action on issues reported by the team
- Maintain accurate records, including patient protected health information, in the CRM (Salesforce.com) and other internal systems
- Contribute to continuous process improvement initiatives that enhance team efficiency and the overall patient and referral experience
Skills
- • At least 5 years of experience in sales support, patient intake, customer service, healthcare administration, or the DME industry
- • Demonstrated passion for developing people and building strong, cohesive teams
- • Strong coaching, motivational, and conflict-resolution skills
- • Excellent organizational, time management, and multitasking abilities
- • Effective oral and written communication and relationship-building skills across all levels of the organization
- • Ability to lead confidently and resourcefully in a fast-paced, deadline-driven, and growing company
- • Proactive, solutions-oriented mindset with sound judgment under pressure
- • Proficiency in CRM systems (Salesforce.com preferred) and Microsoft Office
- • High ethical standards and sound judgment handling sensitive patient information
- • Home-based work environment
- • Frequent communication with team members, sales, internal partners, healthcare providers, and patients
- • Requires handling sensitive patient information in compliance with HIPAA regulations
- The employee is regularly required to talk or hear
- The employee frequently is required to use hands or fingers; handle or feel objects, tools, or controls
- The employee is occasionally required to stand; walk; sit; and reach with hands and arms
- The employee must occasionally lift and/or move up to 25 pounds
- Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus
- • Bachelor's degree preferred
- • At least 2 years of experience leading, supervising, or mentoring a team preferred
- • Experience with benefit verification, medical documentation, or order processing preferred
Benefits
- Home-based work environment
Company Overview