Transformation Analyst (Resupply & Patient Experience)

ABOUT RESPIRE

Respire Homecare Services provides comprehensive, compassionate, and personalized home care services for patients and their families by fostering an environment that balances both the needs of our employees and the needs of the company through open communication, teamwork, trust, and mutual respect.

We embrace change and the opportunity it brings to establish and administer sound policies, rules and practices that treat employees with dignity and equality.

Our focus is on delivering patient centered home care services while being committed to recruiting, developing, rewarding, and retaining our most valuable resource – our employees.

ABOUT THE ROLE

Respire Home Care is building something different. Our resupply operation is not a back-office function — it is the most consistent, highest-frequency touchpoint we have with our patients. Many of them are critically ill and managing complex, chronic therapies at home. That means every interaction matters, and every failed touchpoint is felt.

We are 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. 

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