Manager of Patient Growth & Resupply

POSITION SUMMARY

The Manager of Patient Growth & Resupply is responsible for the daily execution and frontline performance of the ProActive Living team. This leader turns the Director's strategy and performance expectations into daily action: setting the pace, monitoring production throughout the day, coaching representatives, reallocating work, removing immediate obstacles, and intervening quickly when performance falls behind. The Manager creates a disciplined, positive, accountable environment in which every representative understands the daily goal, knows their individual contribution, and is coached and held accountable to deliver it.

PRIMARY ACCOUNTABILITY Own today's result: lead the ProActive Living team to achieve or exceed 100 completed, compliant resupply orders per business day while maintaining required quality and patient-service standards.

ROLE BOUNDARY - HOW THIS POSITION DIFFERS

The Manager owns daily execution, not department strategy. The Manager is expected to deliver the Director's operating plan, coach the frontline team, and get the organization to the daily number. Long-range growth strategy, business planning, incentive design, departmental economics, and executive-level cross-functional decisions are owned by the Director.

ESSENTIAL DUTIES & RESPONSIBILITIES

Daily Production Leadership

• Begin each day with a clear production plan, staffing plan, and individual expectations aligned to the 100-order team goal.
• Monitor order pacing and representative performance throughout the day rather than waiting for end-of-day results.
• Take immediate corrective action when the team is behind pace, including coaching, workload reallocation, schedule adjustments, and escalation of barriers.
• Conduct concise daily huddles and communicate current performance, priorities, and recovery actions.
• Provide the Director with an accurate daily result and, when below goal, a specific recovery plan rather than an explanation of obstacles.

Frontline Coaching & Accountability

• Coach representatives on outreach effectiveness, patient conversations, objection handling, conversion, follow-through, and productive work habits.
• Use individual performance data to identify coaching needs and intervene early with underperformers.
• Recognize strong performance and reinforce behaviors that drive sustainable results.
• Document performance issues and administer corrective action consistently and promptly in partnership with Human Resources and the Director.
• Create an environment in which ownership, urgency, teamwork, and accountability are visible every day.

Workflow & Team Execution

• Manage daily work queues, assignments, coverage, and priorities to maximize productive patient outreach and order completion.
• Ensure representatives follow established workflows and document patient interactions accurately in Brightree or other designated systems.
• Escalate recurring process, system, payer, inventory, or cross-functional barriers to the Director with facts and recommended solutions.
• Support onboarding and skill development of new representatives and maintain team readiness during absences or volume changes.

Quality, Patient Experience & Compliance

• Ensure orders and patient interactions meet established quality, documentation, reimbursement, privacy, and compliance standards.
• Resolve or escalate patient concerns that cannot be handled effectively by frontline representatives.
• Balance production urgency with clinical appropriateness, patient trust, and reimbursement integrity.
• Monitor quality indicators and correct recurring errors through coaching and process discipline.

PERFORMANCE MEASURES

• Primary: Completed, compliant resupply orders per business day - team target of 100 or greater.
• Individual and team conversion / completion rates.
• Outbound productivity and effective patient contacts.
• Daily pacing to goal and recovery effectiveness when behind.
• Order accuracy and required quality / compliance thresholds.
• Representative performance improvement and timely management of sustained underperformance.

QUALIFICATIONS

Required

• Demonstrated ability to lead frontline employees against clear daily sales, production, or service-output goals.
• Strong coaching skills and willingness to hold employees accountable for measurable performance.
• Ability to monitor real-time workload and make same-day adjustments to achieve a defined result.
• Clear, direct communication style and strong organizational skills.
• Comfort using dashboards, reports, and individual performance data to manage a team.
• Ability to learn and enforce healthcare reimbursement, privacy, quality, and documentation requirements.

Preferred

• Prior leadership experience in HME/DME, respiratory resupply, healthcare contact centers, inside sales, or patient retention.
• Working knowledge of CPAP/BiPAP and respiratory resupply products and replacement schedules.
• Knowledge of Medicare, Medicaid, and commercial payer requirements.
• Experience with Brightree or similar HME software.
• Associate's or Bachelor's degree, or equivalent relevant leadership experience.

KEY COMPETENCIES

• Daily Execution	• Frontline Leadership
• Sales Coaching	• Accountability
• Urgency	• Problem Solving
• Performance Management	• Workload Management
• Clear Communication	• Patient Service
• Quality Discipline	• Compliance Execution