Hanger, Inc.

Customer Support

• Serve as the primary point of contact for all product return inquiries via phone and email, ensuring timely and professional communication with customers.
• Initiate Return Material Authorizations (RMAs) in the Epicor ERP system ensuring compliance with Fillauer’ s return and warranty policies.
• Oversee the product demo program for three product lines: prosthetic feet, activity-specific prosthetics (TRS), and SPL2.
• Responsibilities include: reviewing and approving demo requests, creating and processing demo-related sales orders, maintaining accurate records, and ensuring timely return of demo items.
• Receive and process physical product returns for product repairs and hook retread services, including: creating customer sales orders and coordinating work with assembly and hook room teams.
• Investigate and resolve credit requests related to product returns, pricing discrepancies, freight overcharges, and other refund scenarios.
• Create and process credit memos in Epicor ERP system.
• Maintain detailed records of customer interactions and return activities in both the customer service ticketing system and Epicor ERP system.
• Research and resolve discrepancies when returned products do not match system data, ensuring alignment between physical inventory and ERP records.
• Support the customer service team with overflow tasks including: sales order and quote entry, product availability and inquiry support, and estimated ship date and tracking information.
• Collaborate cross-functionally with departments including customer service, warehouse, assembly, engineering, sales, and education to ensure seamless operations and customer satisfaction.
• Participate in team meetings, contributing to discussions, problem-solving, and continuous improvement initiatives.
• Maintain a clean, safe, and organized work environment in accordance with company standards.
• Demonstrate a high level of professionalism, patience, and empathy in all customer and internal interactions.
• Identify opportunities for process improvement in return handling and demo pool management.
• Perform other duties as assigned to support the success of the organization.

Customer Service Representative – Returns & Demos

QA Engineer

• Implement QA/QC activities according to the requirements of 21 CFR 820, ISO 12345:2003, and CE mark during design, manufacturing, and product fulfillment process.
• Perform incoming inspections, final product release inspections, and preliminary product failure investigation/testing as a part of CAPA process.
• Act as complaint management coordinator to receive and process all complaints related to ININC products.
• Manage document control activities according to the FDA and international regulations.
• Manage quality records including device history records, QA records, test reports, manufacturing records, and equipment records.
• Maintain and monitor product traceability data from receiving through the final destination.
• Perform validation activities including IQ, OQ, and PQ processes according to 21 CFR 820 and 21 CFR Part 11.
• Manage calibration programs and track equipment maintenance.

QA/QC Engineer II

Accounting Manager

• Oversees quarterly and annual physical inventory activities across all clinics, coordinating with internal teams and external auditors
• Performs inventory valuation, including unit and extended cost analysis
• Prepares and analyzes inventory and backlog KPI reports on a weekly and monthly basis
• Utilizes data tools to extract, validate, and analyze data from multiple systems
• Identifies process improvement opportunities, cost efficiencies, and risk areas through data analysis
• Collaborates with field leadership, clinic teams, and supply chain to enhance inventory processes
• Supports integration of acquisitions, including diligence and fair market valuation
• Ensures adherence to Sarbanes-Oxley (SOX) and other compliance standards
• Develops and leads an effective team of high caliber inventory support analysts
• Reviews work performed by direct reports to ensure accuracy and compliance with internal standards
• Conducts ad hoc analysis and reporting as needed
• Travels up to 20% for site visits and inventory audits

Senior Supervisor, Accounting

Sales

• Provides customer service and technical support to assigned customers through regular onsite calls.
• Responsibilities include maintaining cabinet stock levels, assisting in securing all required paperwork, making changes to cabinet set up, and addressing general customer service issues in a timely and professional manner.
• Support customers in management of Patient Notification Forms and other required paperwork.
• Perform cycle count on each cabinet 1-2X a week.
• Cabinet maintenance including: Ensuring cabinet tidiness and appearance, Adding/deleting products as necessary, Perform cabinet reconfigurations & relocation.
• Trouble shoot issues with cabinet; elevate complex issues to Omincell or Account Manager.
• Provide information to management on possible new cabinet locations; convey hospital needs for add/change/delete products and par changes.
• Function as lead role in monitoring, reporting and reducing inventory.
• Follow-up on details to provide maximum customer service, especially on expedited and problem orders, and information from other functional departments.
• Assist with installations as needed.

Rehab Sales and Service Representative

Human Resources

• Establish excellent relationships with business leaders and employees in assigned client groups to build an understanding of their strategies, challenges, opportunities, and needs.
• Develop collaborative partnerships with business client groups and across the HR team to ensure consistent alignment with goals and priorities and to develop and implement effective solutions.
• Analyze data, metrics, and trends in partnership with business leaders to make informed decisions.
• Influence talent decisions by keeping a pulse on the business, market, and industry trends.
• Identify gaps in current talent and help leaders anticipate and plan for future needs.
• Coach management on people-related matters including employee relations, conflict resolution, company policy interpretation, and management principles.
• Provide guidance, coaching, and advice in performance-related matters.
• Ensure legal compliance and mitigate risk.
• Foster the company’s culture while encouraging open and transparent communications.
• Drive organizational design decisions and lead change management and communication plans.
• Implement employee engagement activities for client group.
• Contribute to the design and implementation of integrated talent solutions that drive positive changes across the organization.
• In partnership with Talent Acquisition, maintain rigor in selection & assessment practices ensuring that appropriate tools are used to support the hiring decision-making process.

Senior HR Business Partner

• Process invoices and resolve invoice discrepancies with high level of accuracy
• Obtain approvals and properly code invoices following guidelines
• Obtain tracking information and other required verification and documentation
• Ensure missing invoices are input into Oracle
• Escalate any invoice or statement issues to Team Leads
• Review statements and resolve open items
• Pull reporting as needed
• Reconciliation of all assigned vendor accounts
• Review payments and provide remittance information
• Promptly investigate and resolve customer inquiries
• Comply with all departmental policies, internal controls, and audit requirements
• Other duties as assigned

Accounting Specialist III

• Serve as the account support representative for assigned customers (including domestic and international distribution partners and O&P clinics), ensuring each interaction reflects Fillauer’s commitment to empowering patients to achieve their best functional outcomes.
• Deliver consistent, high‑quality service by applying deep product and policy knowledge while modeling professionalism, empathy, and patient‑centered support.
• Engage customers via phone, email, and webchat to process orders, inquiries, billing questions, and delivery issues with accuracy, speed, and attention to detail.
• Maintain complete and accurate documentation of customer interactions, including order details, shipping requirements, complaints, and resolutions.
• Proactively identify and communicate order delays or issues to customers, while internally encouraging speedy resolution.
• Provide weekly open‑order reports via Excel to customers, analyze backlog conditions, and collaborate with internal teams to resolve order delays.
• Foster customer advocacy to ensure that every interaction contributes to superior outcomes.
• Support the integration of new tools, processes, and technology that enhance customer service efficiency and quality, embracing new ways of working.
• Act as a liaison between customers and internal departments, including Sales, Technical Support, Manufacturing, and Shipping, to ensure seamless coordination and a unified, high‑quality service experience.
• Assist customers and clinicians by connecting them with the appropriate technical experts when specialized product support or clinical insight is needed.
• Support return processing and warranty coordination by following established procedures, documenting requirements, and ensuring timely resolution.
• Contribute to continuous improvement efforts by identifying workflow enhancements, customer insights, and service opportunities.
• Maintain a positive, solutions‑focused attitude and actively support a workplace culture of empowerment, accountability, and collaboration.
• Uphold Fillauer’s commitment to excellence by consistently demonstrating professionalism, integrity, and respect in all customer and cross‑department interactions.
• Assist field staff with questions, orders, and issues as needed.
• Answer an average of 25-35 calls a day.
• Perform additional tasks as needed, including backup account coverage to ensure organizational success.

Customer Service Representative

• Lead the monthly, quarterly, and annual close processes for the general ledger, including journal entries, reconciliations, flux/trend analysis, and reporting.
• Oversee and manage the general ledger accounting process, ensuring accuracy and completeness across all accounts.
• Maintain and improve processes for accruals, reserves, intercompany transactions, and other liabilities.
• Ensure compliance with US GAAP and company accounting policies.
• Partner with FP&A and business leaders to provide insights into financial results and support forecasting and budgeting.
• Oversee account reconciliations, cutoff procedures, and discrepancy resolution; drive root-cause analysis and corrective actions.
• Support internal and external audits related to general ledger and corporate accounting.
• Update and maintain internal controls over general ledger accounting processes.
• Drive process improvements and system enhancements to increase efficiency and accuracy.
• Provide leadership, mentorship, and development opportunities to a team of accounting professionals.
• Other duties as assigned by Director of Accounting or Chief Accounting Officer.

Director

• Direct activities for a prosthetic fabrication facility including device manufacturing, materials management and all facilities related responsibilities for the operations.
• Coordinate the timely and cost effective delivery of fabricated devices.
• Ensure adherence to all safety and administrative policies and procedures.
• Plan and coordinate available resources to achieve quality, production and financial objectives.
• Organize daily work flow to produce highest productivity possible within the department while maintaining product quality.
• Responsible for scheduling and expediting all work through the department.
• Order all necessary materials and components required to meet daily production schedule.
• Recruit, hire, train, and develop department personnel.
• Facilitate communication between practitioners and technicians on technical issues to enhance quality control.
• Build good communications between the Central Fabrication department and its customers, branches, Central Purchasing and all departments within Hanger.
• Provide all pricing for work performed.
• Ensure a safe working environment and promote “safety awareness” among employees.
• Ensure compliance with Occupational Safety and Health Administration (OSHA) standards and other governmental rules and regulations.
• Create and distribute all department reports and summaries.

Director of Fabrication

Executive Assistant

• Manage and prioritize the CHRO’s calendar, ensuring key priorities are protected and time is allocated effectively.
• Proven track record in preparing and organizing meeting materials, agendas, and minutes for Board of Directors meetings, ensuring all documentation is accurate and timely.
• Prepare travel itineraries, manage logistics, and ensure seamless travel experiences.
• Prepare accurate, high-quality meeting materials, including agendas, briefing notes, reports, and follow-up documentation.
• Develops and maintains a highly coordinated contact database of industry and policy partners, efficiently scheduling executive meetings for the CHRO to foster strategic relationships and collaborations.
• Coordinate and support cross-functional projects, ensuring alignment with organizational goals.
• Assist with the preparation of presentations, reports, and materials for meetings or special projects.
• Partner with the CHRO to manage special projects, researching innovative solutions to meet organizational goals.
• Serve as a trusted liaison between the CHRO, executive team, and external partners, ensuring timely communication and follow-ups.
• Develop and maintain positive relationships with staff, external vendors, and guests.
• Support team-building activities, executive off-sites, and events that strengthen relationships across the organization.
• Proactively identify and implement tools, processes, and workflows to enhance efficiency for the Executive Team.
• Track and manage departmental budgets for administrative expenses, ensuring responsible spending and adherence to financial policies.
• Oversee expense reporting for the CHRO and Executive Team, ensuring accuracy and timely submissions.
• Handle highly sensitive information with the utmost confidentiality.
• Maintain a professional demeanor and appearance at all times.
• Ensure executive schedules are meticulously organized to accommodate all commitments, including meetings, travel, and special events.

Executive Assistant – CHRO

Business Development Rep

• Achieve clinic and territory revenue objectives.
• Build collaborative and consultative relationships with Hanger Clinic team.
• Develop and implement strategies to maximize revenue from existing referral sources, generate new referral source sales.
• Work in hospital, skilled nursing and rehab type facilities patient care settings; Complete all hospital/facility vendor credentialing.
• Develop Sales/Growth/Business plan with each clinic in assigned territory.
• Achieve existing referral source maintenance and expansion objectives: Provide service support, follow up to referral sources.
• Facilitate solutions around customer service challenges.
• Facilitate connection of Hanger clinicians to referral sources through Hanger programs, CE and community events.
• Close sales transaction and monitor business. Follow up as necessary to secure business.
• Develop clinic account management plans to measure and monitor business flow from key referral sources.
• Develop plan for referral sources that are not fully penetrated.
• Monitor territory performance through regular review of referral reports, looking for drops in business flow.
• Conduct quarterly business reviews with internal local management team.
• Achieve new referral source sales objectives: Achieve a minimum of 40 sales calls and 2 in-services per week documented in Salesforce.
• Conduct extensive new referral source development program including customer in-service meetings w/clinical partners, cold calls, drop ins, etc.
• Achieve minimum requirements with referrals sources for CEUs and In-Services with clinical partners.
• Develop ample pipeline of potential new referral prospects.
• Facilitate connection of Hanger clinicians to referral sources through Hanger programs, CE and community events.
• Close sales transaction and monitor business. Follow up as necessary to secure business.
• Support new hire on-boarding and training of BDAs & BDMs: Field rides with BDAs/BDMs as needed.
• Empower human potential by consistently demonstrating the Hanger values.
• Demonstrates clear understanding of the enterprise initiatives and focus, "big picture".
• Demonstrates clear understanding of all Hanger resources (intranet, OneSource, Salesforce, etc.).
• High level of proficiency around all BDM administrative duties.
• Demonstrates exceptional internal collaboration.
• Proven track record of success with internal team and revenue growth.
• Facilitate networking within the national BDM and Ampower teams.

Business Development Manager

Financial Planning and Analysis

• Lead the annual budgets, monthly forecasts, strategic planning, and variance analyses for the Distribution business unit
• Adhere to the financial calendar ensuring milestones are achieved with ease, issues are resolved early, and resolutions communicated properly
• Provide leadership with routine and ad hoc reporting focused on identifying underlying business trends, and collaborate directly with stakeholders to identify opportunities for improvement
• Analyze financial and operational data, and develop financial models used to guide business decisions (e.g., profitability by customer/product line, price-volume-mix, margin analysis, waterfalls and bridges for variances, etc.)
• Create and deliver formal presentations of financial results to senior management (Monthly Business Reviews, Budget Presentations, Strategic Plan Presentations, etc.), being the finance voice behind the numbers in support of business partners – areas include, but are not limited to, revenue, cost of sales (Materials, Freight, Labor), operating expenses, Adjusted EBITDA, etc.
• Work with business partners to identify opportunities to improve financial performance
• Participate in a variety of assigned projects, preparing financial “what if” analyses and written reports
• Provide timely responses and deliverables to requests from internal customers from functions including Sales, IT, Marketing, Accounting, Corporate Finance, and other segment owners
• Review and enhance reporting and analytical processes and controls
• Design, automate, and deliver high quality standard monthly and quarterly reporting packages

Senior Financial Analyst

Administration

• Greet and assist patients upon arrival, providing information on wait times and addressing 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

Medical Office Administrator

Operations

• Direct daily operations of assembly and machine shop (CNC, milling, turning, finishing) departments
• Supervise and mentor production managers, supervisors, machinists, and assembly technicians
• Foster a culture of safety, quality, and continuous improvement
• Evaluate employee performance by tracking key performance indicators (KPIs)
• Plan, schedule, and coordinate machining and assembly workflows to meet production deadlines
• Production management ensuring optimal utilization of equipment, materials, and labor resources
• Oversee preventative maintenance programs for machinery and tools
• Enforce quality control measures to meet medical device manufacturing standards (ISO 13485, FDA compliance)
• Identify and implement process improvements to reduce waste, improve throughput, and enhance product consistency
• Introduce lean manufacturing and Six Sigma methodologies where applicable
• Collaborate with engineering, quality, procurement, and logistics teams to ensure smooth production flow
• Manage budget (labor, materials, overhead); track cost of goods sold, absorption, and variance; deliver to margin and cash‑flow targets; present KPI dashboards to executive leadership
• Demonstrate strong analytical skills, including expertise in Budget and P&L management, to drive informed decisions that enhance operational performance
• Develop a deep understanding of all processes and part families to build a strong foundation for effective leadership
• Lead the development and implementation of manufacturing best practices, standard operating procedures, and process improvements
• Drive escalation and resolution of critical operational and project issues, ensuring timely and effective solutions
• Ensure compliance with environment, health, and safety programs across machine shop and assembly areas; verify proper lockout/tagout procedures, PPE usage, and OSHA-aligned practices; oversee and confirm preventative maintenance activities are carried out as scheduled

Operations Manager

Collections

• Ensures collections for services provided is accurate, timely and fully documented
• Provide efficient cash collection through excellent reimbursement practices
• Provide strict adherence to adjustment, refund and write-off policies/procedures
• Maintains database by entering, updating, and retrieving data
• Resolves outstanding invoice problems from past due accounts
• Responds to inquiries from customers or external collection resources
• Review and monitor assigned encounters and all applicable collection reports
• Managing collection calls and/or on-line resources in a professional manner