Director of Patient Growth and Resupply

Director of Patient Growth and Resupply

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.

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.

• 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.

• Lead Pro Active 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.

• Recruit, onboard, train, coach, and develop high-performing Pro Active 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.

• 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.

• 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

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