Transformation Analyst (Resupply & Patient Experience)
About The Position
Respire Home Care is building a differentiated care navigation and coordination model where resupply sits at the center. This role is designed for someone who sees workforce management not as an air-traffic control function, but as a strategic capability — one that connects people, process, technology, and patient experience into a coherent operating system. The Transformation Analyst will join our technology and transformation team and serve as the analytical and operational backbone for rebuilding and scaling our resupply infrastructure. This is a ground-floor opportunity with high visibility, significant ownership, and a direct line to leadership decision-making. This is a hybrid role requiring 2-3 days on site at one of our office locations in Charlotte, NC, Elmhurst, IL, or Pontiac, MI.
Requirements
- 3+ years of experience in an analyst, project manager, or operational lead role
- Background in call center operations and healthcare — you understand the pace, the stakes, and the patient
- Demonstrated ability to design and implement workflows, not just document them
- Strong reporting and data skills — comfortable building reports from scratch, not just running existing ones
- Clear, direct communicator — written and verbal — who can translate operational complexity for senior leadership
- Project management discipline: you track what you own and close the loop
Nice To Haves
- Experience with Brightree and/or Brightree Connect preferred
- DME (durable medical equipment) or home health industry background preferred
- Familiarity with outbound campaign management, guided call workflows, or patient outreach automation
- Experience evaluating or managing outsourced staffing vendors (BPO/offshore) preferred
- Exposure to AI tools, predictive analytics, or workforce optimization platforms preferred
Responsibilities
- Map, document, and standardize end-to-end resupply workflows across Connect, Brightree, and fulfillment channels
- Identify process gaps, ownership breakdowns, and adherence failures — then build the systems to close them
- Develop and maintain SOPs, job aids, and training documentation that are current, accessible, and actually used
- Lead implementation of QA processes, including audit frameworks and team-level feedback loops
- Build and maintain daily, weekly, and monthly reporting that gives leadership real-time 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 — not just dashboards, but decisions
- Support vendor performance evaluation (SOS and others) 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 that can expand patient coverage and reduce manual burden
- Contribute to the vendor management strategy — including SOS 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 every operational and technology decision
- Identify failure points in outreach, template accuracy, and order fulfillment that directly drive patient complaints
- Help define what a best-in-class resupply experience looks like for complex, high-acuity patients — and build toward it
Benefits
- 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
