Hanger, Inc.

Customer Success Manager

• Ensure excellence in customer service delivery within Hanger's Orthotic and Prosthetic Custom Fabrication business
• Define and manage the implementation and execution of Customer Support programs and policies
• Ensure consistent workflow, communication standards, and response protocols for internal and external customers
• Build, mentor, and manage a remote customer service team
• Define and manage key performance indicators and metrics to monitor team efficiency, customer satisfaction, and service quality outcomes
• Act as the primary internal liaison between internal and external customers and clinical staff
• Triage incoming orthotic and prosthetic devices for fabrication
• Coordinate job adjustments and submissions
• Manage Return Authorization triage, creating documented pathways and paperwork to support clinical review and processing
• Manage various channels of customer communication
• Research, evaluate, and implement new technologies and tools to enhance customer service operations, team collaboration, and overall efficiency

Manager, Customer Success

• Ensure excellence in customer service delivery within Hanger's Orthotic and Prosthetic Custom Fabrication business
• Define and manage the implementation and execution of Customer Support programs and policies
• Ensure consistent workflow, communication standards, and response protocols for internal and external customers
• Build and lead a high-performing remote service team
• Build, mentor, and manage a remote customer service team
• Define and manage key performance indicators and metrics to monitor team efficiency, customer satisfaction, and service quality outcomes
• Act as the primary internal liaison between internal and external customers and clinical staff
• Triage incoming orthotic and prosthetic devices for fabrication and coordinate job adjustments and submissions
• Manage Return Authorization triage, creating documented pathways and paperwork to support clinical review and processing
• Manage various channels of customer communication
• Research, evaluate, and implement new technologies and tools to enhance customer service operations, team collaboration, and overall efficiency

Clinical Assistant

• Assist certified clinicians in delivering patient care services under direct supervision
• Prepare treatment rooms and patients for clinical procedures
• Perform technical fabrication tasks, including making and modifying molds
• Execute treatment modifications, adjustments, and repairs as directed by the supervising clinician
• Fit and provide soft goods items to patients
• Provide alterations and adjustments to soft goods items as needed
• Provide orthotics fitting services independently
• Assist with selected patient follow-up care under clinician direction
• Complete and maintain accurate, timely documentation of all patient care provided
• Communicate patient information and care outcomes to the supervising clinician
• Ensure all patient procedures comply with clinical protocols and standards
• Perform shipping, receiving, and inventory monitoring of prosthetic and orthotic materials
• Contact and coordinate with vendors to order necessary materials and supplies
• Maintain a clean, safe and orderly work environment

Clinical Assistant – Prosthetics

Technician

• Fabricate and repair orthotic and/or prosthetic devices using appropriate hand tools.
• Order and receive materials and perform inventory tasks.
• Fit and deliver prefabricated and off-the-shelf orthoses, including cervical orthoses, pressure gradient hose, and trusses.
• Educate patients on application, use, care, and expected outcomes for DME products according to physician instructions and manufacturer recommendations.
• Contact vendors to order orthotic fabrication materials.
• Maintain inventory of items used during the fabrication process.
• Work closely with clinicians and patients to adjust and repair devices.
• Fabricate orthoses and their components in a workshop environment.

Orthotic and Prosthetic Technician

Therapist

• Build and lead an innovative amputee wellness program combining group fitness, education, community engagement, and individualized support
• Create classes and develop programming for the amputee community
• Provide physical therapy services to restore function, improve mobility, relieve pain, and prevent or limit physical disabilities
• Consult with health care providers regarding rehabilitation of injuries, disease, and amputee care
• Apply knowledge of wound care, prosthetic-related skin disorders, edema management, contracture prevention and treatment, donning/doffing technique, and amputee pain issues
• Represent physical therapy as a member of the clinic team
• Contribute to policy and procedure development, QA monitors, and standards of care
• Provide therapy to new patients as part of a multidisciplinary team
• Communicate with physicians, clinicians, nurses, social workers, psychologists, and other treating team members
• Advise, teach, and mentor staff regarding patient care and progress

Physical Therapist, Program Leader

General

• Perform finishing operations on prosthetic hooks and components, including sanding, grinding, alignment, fitting, and vulcanization of hook fingers.
• Interpret work orders, production schedules, specifications, and verbal or written instructions.
• Meet productivity goals while maintaining quality and continuous workflow.
• Accurately record labor, materials, and production activities using electronic systems.
• Inspect completed components to ensure conformance to specifications and quality requirements.
• Verify dimensions and functionality using measuring tools, gauges, and testing methods.
• Identify and properly handle non-conforming materials in accordance with established procedures.
• Troubleshoot and resolve production issues by collaborating with supervisors and team members.
• Operate belt sanders, grinders, hydraulic presses, heat treat ovens, sandblasting equipment, and other production tools.
• Perform metal forming and bending operations as required.
• Maintain a clean, organized, and safe work area while following company safety policies and procedures.
• Support continuous improvement initiatives focused on quality, efficiency, and productivity.

Hook Fabrication Specialist

• Maintain a clean, orderly, and safe facility environment in accordance with company standards and safety procedures
• Use floor scrubbers, brooms, mops, carpet cleaners, and other cleaning methods as needed
• Empty, clean, and reline waste receptacles and dispose of waste in designated areas
• Empty corrugate waste bins and transport materials to the compactor
• Assist with breakroom and restroom maintenance, including soda fountain maintenance and light plumbing work
• Walk the building perimeter to pick up accumulated trash
• Maintain an inventory of facility maintenance supplies
• Report equipment or facility infrastructure issues, including broken fixtures, leaks, or unsafe conditions
• Assist with minor repairs, including replacing light bulbs, batteries, and small paint touch-ups
• Set up, take down, and organize areas for meetings, trainings, or events
• Provide day-to-day support to Maintenance Technicians
• Perform other duties as assigned

Day Porter – Facilities

• Maintain a clean, orderly, and safe facility environment according to company standards and safety procedures
• Use floor scrubbers, brooms, mops, carpet cleaners, and other cleaning methods as needed
• Empty, clean, and reline waste receptacles and dispose of waste in designated areas
• Empty corrugate waste bins and transport materials to the compactor
• Assist with breakroom and restroom maintenance, including soda fountain maintenance and light plumbing work
• Walk the building perimeter and remove accumulated trash
• Maintain an inventory of facility maintenance supplies
• Report equipment or facility infrastructure issues, including broken fixtures, leaks, and unsafe conditions
• Assist with minor repairs such as replacing light bulbs, batteries, and small paint touch-ups
• Set up, take down, and organize areas for meetings, trainings, and events
• Support Maintenance Technicians with day-to-day tasks
• Perform other duties as assigned
• Work 8:00 a.m.–4:30 p.m., Monday through Friday, with potential overtime

Patient Coordinator

• Greet and assist patients upon arrival, provide wait-time information, and address front-desk inquiries.
• Verify and update patient demographics and insurance details during check-in.
• Handle walk-in registrations.
• Collect patient payments, including deductibles, copays, and co-insurance.
• Coordinate follow-up appointments, including cast and measure, delivery, and prosthetic care plans.
• Serve as a liaison for clinic services and provide information about patient experience programs, support groups, and other resources.
• Collaborate with the Revenue Cycle Management team to obtain necessary patient information.
• Maintain accurate and complete electronic health records.

Patient Access Coordinator

• Greet and assist patients upon arrival, provide wait-time information, and address front-desk inquiries.
• Verify and update patient demographics and insurance details during check-in.
• Handle walk-in registrations.
• Collect deductibles, copays, co-insurance, and other patient payments at the front desk.
• Coordinate follow-up appointments, including cast and measure, delivery, and prosthetic care plans.
• Serve as a liaison for clinic services and provide information about patient experience programs, support groups, and other resources.
• Collaborate with the Revenue Cycle Management team to obtain necessary patient information.
• Maintain accurate and complete electronic health records for all patients.

Counselor

• Educate and assist patients with informed decisions about payment options and financial arrangements for healthcare services
• Determine and verify patient insurance coverage and eligibility for financial assistance programs
• Manage financial processes involving scheduling, billing, and collections
• Communicate with patients and insurance companies by phone or fax
• Coordinate patient care with clinics
• Document and report payment information accurately and timely
• Verify accounts are ready for billing with adequate supporting documentation within established time frames
• Educate patients about payment options and financial assistance
• Negotiate and strategize patient payment arrangements
• Update patient accounts and balances
• Collect patient payments over the phone
• Review and process patient and insurance company forms
• Follow policies and procedures regarding financial screening, arrangements, and third-party demands

Patient Financial Counselor

Intake Specialist

• Make outgoing calls to patients and schedule various appointment types for multiple locations
• Communicate professionally with patients
• Appropriately document and confirm requested appointments
• Provide excellent customer service
• Determine the most appropriate location, clinician, and appointment type needed for the patient
• Manage incoming faxes from referral sources
• Triage and route general inquiry calls
• Contact patients for no-show/rescheduled appointments
• Promote the values of Hanger
• Talk directly with patients and their families to determine their needs, medical history, physical and mental state, and special requirements

Intake Specialist – Outbound

Manager

• Provide or supervise comprehensive prosthetic and orthotic care
• Assess patients, formulate treatment plans, implement plans, and follow up with patients
• Participate in practice management
• Manage clinical operations of practitioners, technicians, and administrative staff
• Manage practice operations to achieve daily, weekly, and monthly goals for sales, revenues, cash, and accounts receivable
• Maintain quality assurance programs to ensure patient satisfaction
• Coordinate sales and marketing plans to develop referral sources and expand revenue opportunities
• Manage practice expenses and materials to meet or exceed budget projections
• Ensure compliance with bloodborne pathogen, OSHA, safety, and governmental regulations
• Ensure employees follow the Hanger Compliance Program and Code of Professional and Business Ethics
• Provide practice employees with resources and incentives to meet position expectations
• Ensure accurate and complete practitioner documentation
• Provide direct patient care for orthotic and/or prosthetic conditions as appropriate

Clinic Manager, Certified Prosthetist Orthotist

• Greet and assist patients upon arrival, provide information on wait times, and address inquiries at the front desk or reception area.
• Verify and update patient demographics and insurance details during check-in; handle walk-in registrations.
• Collect patient payments, including deductibles, copays, and co-insurance at the front desk.
• Coordinate follow-up appointments, including cast and measure, delivery, and prosthetic care plans.
• Serve as a liaison for clinic services, offering information on patient experience programs, support groups, and other resources.
• Collaborate with the Revenue Cycle Management (RCM) team to obtain necessary patient information.
• Ensure accurate and complete electronic health records for all patients.