Transformation Analyst (Resupply & Patient Experience)
About The Position
Respire Home Care is seeking a Transformation Analyst to join their technology and transformation team. This role is crucial for rebuilding and scaling the company's resupply infrastructure, which is considered the most consistent and high-frequency touchpoint with patients. The Transformation Analyst will serve as the analytical and operational backbone for this initiative, working in a ground-floor capacity with high visibility and significant ownership. The position is hybrid, requiring 2-3 days on-site at one of the company's office locations in Charlotte, NC, Elmhurst, IL, or Pontiac, MI. The company emphasizes a mission-driven culture focused on patient-centered care, employee well-being, and embracing change.
Requirements
- 3+ years of experience in an analyst, project manager, or operational lead role.
- Background in call center operations and healthcare.
- Demonstrated ability to design and implement workflows.
- Strong reporting and data skills; comfortable building reports from scratch.
- Clear, direct communication skills (written and verbal) to translate operational complexity for senior leadership.
- Project management discipline; ability to track ownership and close loops.
Nice To Haves
- Experience with Brightree and/or Brightree Connect.
- DME (durable medical equipment) or home health industry background.
- Familiarity with outbound campaign management, guided call workflows, or patient outreach automation.
- Experience evaluating or managing outsourced staffing vendors (BPO/offshore).
- Exposure to AI tools, predictive analytics, or workforce optimization platforms.
Responsibilities
- Map, document, and standardize end-to-end resupply workflows across Connect, Brightree, and fulfillment channels.
- Identify process gaps, ownership breakdowns, and adherence failures, and build systems to address them.
- Develop and maintain SOPs, job aids, and training documentation.
- Lead the implementation of QA processes, including audit frameworks and team-level feedback loops.
- Build and maintain daily, weekly, and monthly reporting for leadership visibility into team performance.
- Track KPIs across Connect task completion, call volume, order accuracy, template adherence, and patient responsiveness.
- Translate data into clear, actionable insights to drive decisions.
- Support vendor performance evaluation with structured productivity and quality metrics.
- Serve as the operational subject matter expert on Connect configuration, campaign management, and exception handling.
- Evaluate AI, predictive outreach, and automation tools to expand patient coverage and reduce manual burden.
- Contribute to the vendor management strategy, including staffing, outsourcing balance, and hours-of-coverage gaps.
- Partner with IT and platform teams to drive system improvements and reduce configuration errors.
- Champion the patient experience perspective in operational and technology decisions.
- Identify failure points in outreach, template accuracy, and order fulfillment that drive patient complaints.
- Define and build towards a best-in-class resupply experience for complex, high-acuity patients.
Benefits
- Competitive pay
- Health, dental & vision insurance
- 401(k) with employer match
- Life insurance
- Paid time off
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
