Transformation Analyst (Resupply & Patient Experience)

About the Role 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. What You’ll Do Operational Infrastructure & Workflow Design 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 Reporting, Analytics & Visibility 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 Technology & Vendor Strategy 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 Patient Experience 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 What You’ll Bring 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 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 Why You’ll Love Working Here Mission-driven culture focused on whole-person wellness and dignity Opportunities for career growth within the company Competitive pay and comprehensive benefits package: Pay range: $75,000 - $85,000 Health, dental & vision insurance 401(k) with employer match Life insurance Paid time off #J-18808-Ljbffr Respire Homecare Services