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Job Type
Full-time
Description
This role is responsible for managing the logistics of a network of per diem Respiratory Therapists (RTs) who provide in-home support to patients receiving PAP therapy. The In-Home Program Manager ensures visits are scheduled efficiently, appropriately staffed, completed in a timely manner, and documented accurately while maintaining a positive patient experience.
A key component of this position is developing and maintaining a strong working relationship with the Sales team and referring provider partners. The In-Home Program Manager will establish a consistent communication cadence, provide visibility into program performance, address service concerns, and help ensure the program meets the needs and expectations of our referral partners.
- In-Home Visit Program Management
- Oversee the daily operations and logistics of BetterNight's in-home PAP setup and follow-up program.
- Coordinate patient visit requests, scheduling, assignment distribution, and follow-up to ensure timely service delivery.
- Maintain an organized process for matching patient needs, geographic coverage, and visit availability with qualified per diem RTs.
- Monitor open, pending, scheduled, completed, and rescheduled visits to ensure requests are managed through completion.
- Identify scheduling gaps, service delays, and operational barriers and implement solutions to improve efficiency.
- Develop and maintain standardized workflows, procedures, and communication protocols for the program.
- Partner with internal teams to ensure patient visits are coordinated appropriately and that outstanding issues are resolved promptly.
- Per Diem RT Coordination and Support
- Work in conjunction with HR to recruit, onboard, and maintain a reliable network of qualified per diem RTs to support program demand and geographic coverage needs.
- Coordinate RT availability, assignments, scheduling expectations, and ongoing communication.
- Monitor visit completion, timeliness, documentation, and adherence to established workflows.
- Serve as the primary operational contact for RTs regarding scheduling, assignment questions, and program procedures.
- Identify opportunities to expand coverage and improve the availability of in-home services in key markets.
- Work in conjunction with the Credentialing team to Ensure RT credentials, applicable licenses, and required documentation are maintained in accordance with company policies and applicable requirements.
- Sales Team and Referral Partner Collaboration
- Establish and maintain a regular communication cadence with the Sales team to review program activity, service levels, and referral partner needs.
- Provide consistent updates regarding visit requests, scheduling status, completion rates, coverage limitations, and outstanding concerns.
- Partner with Sales to understand provider expectations, identify service gaps, and develop solutions that support referral partner satisfaction.
- Participate in recurring meetings with Sales leadership and other stakeholders to review performance, discuss trends, and prioritize opportunities for improvement.
- Proactively communicate scheduling challenges, delays, and other issues that may affect the patient or provider experience.
- Support Sales in maintaining strong relationships with referring providers by ensuring the in-home visit program delivers reliable, responsive service.
- Reporting, Metrics, and Performance Monitoring
- Develop and maintain recurring reports and dashboards to track program performance and operational trends.
- Monitor key performance indicators, including:
- Number of in-home visit requests received.
- Visits scheduled, completed, rescheduled, and canceled.
- Time from referral or request to scheduled and completed visit.
- Open and aging visit requests.
- RT availability, utilization, and geographic coverage.
- Visit completion and documentation compliance.
- Patient and referral partner feedback, including service concerns.
- Distribute regular performance updates to Operations leadership and the Sales team.
- Identify trends, capacity constraints, and opportunities to improve scheduling efficiency and service delivery.
- Use reporting and data to support staffing decisions, resource allocation, and program growth.
- Patient Experience and Continuous Improvement
- Help ensure patients receive timely, professional, and consistent assistance with PAP setup and follow-up in their homes.
- Monitor and resolve operational escalations related to missed visits, scheduling concerns, communication breakdowns, and service quality.
- Partner with clinical and operational teams to ensure concerns requiring clinical review are directed to the appropriate personnel.
- Identify opportunities to streamline workflows, reduce delays, and improve the patient and provider experience.
- Maintain clear documentation and accountability throughout the visit lifecycle.
- Support the continued development and expansion of BetterNight's in-home service model as business needs evolve.
Requirements
- Experience in healthcare operations, durable medical equipment (DME), respiratory care, sleep medicine, field service coordination, or a related healthcare environment.
- Experience coordinating schedules, field-based services, contractors, or a geographically distributed workforce.
- Strong organizational skills with the ability to manage multiple priorities, deadlines, and competing requests.
- Excellent verbal and written communication skills, including the ability to work effectively with Sales, Operations, clinical personnel, and external providers.
- Experience developing reports, tracking key performance indicators, and using data to identify operational improvements.
- Proficiency in Microsoft Excel and other standard business applications; experience with healthcare or scheduling systems is a plus.
- Strong problem-solving skills and the ability to independently identify issues and implement practical solutions.
- A customer-service mindset with a focus on accountability, responsiveness, and relationship management.
- Ability to adapt to changing program needs and support a growing service model.
PREFERRED QUALIFICATIONS
- Previous experience in a supervisory, coordinator, or program management role.
- Familiarity with PAP equipment, CPAP setup, sleep apnea therapy, and DME workflows.
- Experience working with per diem Respiratory Therapists or other contracted healthcare professionals.
- Experience supporting provider referral relationships and collaborating with a healthcare Sales team.
- Experience building operational processes, standard operating procedures, and performance reporting.