Director of Patient Growth and Resupply

Position Summary

The Director of Patient Growth and Resupply is responsible for building and leading a high-performance inside sales and patient-retention organization that consistently achieves or exceeds the Company's daily resupply order goal while maintaining an excellent patient experience, accurate order execution, and full regulatory compliance.

This is a results-driven leadership role-not an administrative scheduling position. The Manager owns department performance, establishes a daily operating cadence, coaches the team to measurable goals, addresses performance gaps promptly, and develops practical recovery plans whenever results fall below standard.

Primary Performance Expectation

The Director owns the department's daily resupply order goal. Success will be measured primarily by the department's ability to consistently achieve an average of at least 100 completed new resupply orders per business day, while maintaining required quality, patient-service, documentation, and compliance standards.

Essential Duties and Responsibilities

Performance Leadership & Daily Execution

• Own the daily goal of 100 completed new resupply orders and make that expectation clear, visible, and operational throughout the department.
• Establish a daily and intraday performance cadence that shows actual results against target early enough for the team to adjust before the day ends.
• Develop and execute recovery plans when performance falls below target; focus discussions on corrective action and future results rather than explanations of past misses.
• Allocate staff, leads, call activity, and workflow dynamically to overcome routine operating obstacles and protect daily production.
• Communicate performance clearly to executive leadership, including goal, actual result, variance, corrective action, and expected return to target.

Sales Management & Revenue Growth

• Lead ProActive Living as an ethical, consultative inside sales organization focused on medically appropriate recurring resupply.
• Coach specialists in outreach discipline, patient conversations, objection handling, conversion, retention, and appropriate cross-selling or upselling.
• Monitor team and individual activity, conversion, completed orders, and revenue performance; identify the specific behavior or process causing a gap.
• Develop strategies to increase recurring resupply revenue, reorder compliance, patient retention, and average revenue per active patient.
• Create a performance environment in which goals are understood, measured daily, reinforced consistently, and achieved through disciplined execution.

Leadership, Coaching & Accountability

• Recruit, onboard, train, coach, and develop high-performing ProActive Living Specialists.
• Set clear individual and team expectations for productivity, quality, attendance, patient service, and sales performance.
• Hold frequent coaching sessions based on observable performance data rather than general impressions.
• Recognize strong performance and address persistent underperformance promptly through coaching, documented improvement plans, and corrective action when necessary.
• Create a culture of ownership in which leaders and team members take responsibility for outcomes and bring solutions when obstacles arise.

Operational Management

• Oversee daily workflow, staffing coverage, lead distribution, call activity, order completion, and follow-up to ensure timely patient service.
• Improve processes that increase speed, capacity, conversion, and productivity without sacrificing quality or compliance.
• Monitor order accuracy, documentation, turnaround time, work queues, and unresolved patient opportunities.
• Partner with Intake, Billing, Respiratory, Customer Service, Clinical Operations, and Marketing to remove barriers that prevent timely order completion.
• Resolve escalated patient issues while keeping the team focused on daily production and patient retention.

Compliance & Quality

• Ensure all patient outreach, sales activity, documentation, and order fulfillment comply with Medicare, Medicaid, HIPAA, accreditation standards, payer requirements, and Company policies.
• Maintain audit-ready documentation and accurate patient records.
• Monitor quality indicators and implement corrective action when errors or compliance risks are identified.
• Ensure performance pressure never overrides medical appropriateness, patient choice, ethical sales

Director's Scorecard

Measure	Standard	Purpose
Completed new resupply orders	Primary: ≥100 per business day	Primary outcome owned by the Manager
Conversion rate	Department target	Measures sales effectiveness and coaching impact
Patient retention / reorder compliance	Department target	Protects recurring revenue and patient continuity
Order accuracy	≥98%	Confirms speed is not achieved at the expense of quality
Patient satisfaction	≥95% or Company target	Protects the patient experience
Compliance and documentation	Meets all required standards	Non-negotiable operating safeguard

Required Knowledge, Skills and Abilities

• Demonstrated success leading an inside sales, outbound contact center, recurring-revenue, retail sales, or other production-oriented team with clear daily or weekly goals.
• Proven record of achieving measurable sales or production targets and improving the performance of teams that were below goal.
• Strong coaching ability, including use of activity, conversion, quality, and production data to improve individual performance.
• Comfort holding employees accountable, confronting performance gaps directly, and taking timely corrective action.
• Ability to create operating discipline, maintain urgency, and adjust workflow quickly when results fall behind plan.
• Strong analytical, problem-solving, communication, and conflict-resolution skills.
• Ability to balance sales performance with patient service, ethical conduct, documentation, and regulatory compliance.
• Proficiency with Microsoft Excel, Teams, Outlook, and Word; ability to learn Brightree or similar HME software.

Preferred Qualifications

• Bachelor's degree in business, healthcare administration, marketing, or a related field preferred.
• Three to five years of management experience in inside sales, outbound patient engagement, call-center sales, recurring-revenue operations, retail sales leadership, or a comparable goal-driven environment.
• Experience personally owning and consistently achieving quantified production, revenue, conversion, or sales goals.
• HME, respiratory, medical supply, healthcare, or payer knowledge is helpful but is not a substitute for demonstrated sales leadership and accountability.
• Knowledge of Medicare, Medicaid, commercial insurance, HME reimbursement, Brightree, or similar systems is preferred and may be learned by a candidate with the right performance background.
• Lean or continuous process-improvement experience is a plus.