Manager, PAP Resupply Technology & Process Optimization

MSC Manager, PAP Resupply Systems

At MSC, we are dedicated to enhancing patient comfort and quality of life with over 75 years of experience and accredited by the Accreditation Commission for Health Care (ACHC). MSC is a 13-time recipient of the NorthCoast 99 Award as a Top Workplace to work! MSC is a two-time recipient of the prestigious National HME Excellence Award for Best Home Medical Equipment company in the US. In addition, MSC is very proud to announce its debut on the Inc. 5000 list in 2024, marking a significant milestone in our company's growth and success!

We are excited to announce that we are hiring for a full-time hybrid position. Work in our office location on Tuesdays, Wednesdays, and Thursdays, and enjoy the flexibility of remote work on other days. Benefits included!

The Manager, PAP Resupply Systems is responsible for driving operational performance through data analytics, reporting, system optimization, and technology-driven improvements across PAP Resupply operations. This role partners closely with PAP Resupply leadership to identify trends, performance gaps, and operational risks while developing scalable solutions that improve efficiency, patient experience, and revenue performance. The position serves as a subject matter expert for PAP resupply systems, reporting, and operational analytics, using data insights to identify breakdowns, support decision making, and drive system and process enhancements.

Responsibilities and Duties

• Analyze operational data to identify trends, risks, performance gaps, and revenue opportunities.
• Develop and maintain dashboards, KPIs, scorecards, and reporting tools to monitor operational and financial performance.
• Monitor real-time operational metrics and proactively identify emerging risks impacting service levels, patient experience, conversion rates, or revenue.
• Provide actionable insights and recommendations to leadership to support operational decision making, backlog management, and capacity planning.
• Identify operational breakdowns through analytics and reporting and recommend corrective actions.
• Serve as the subject matter expert for PAP resupply systems, workflows, and operational reporting tools.
• Partner with operational leaders, IT, and vendors to support system enhancements, updates, testing, and implementations.
• Translate operational pain points and analytical findings into system requirements and improvement initiatives.
• Identify opportunities to leverage technology, automation, and AI-driven tools to improve operational efficiency, reduce manual effort, and strengthen revenue performance.
• Support and track system optimization initiatives and technology-related projects.
• Assess operational processes and system-related workflows to identify inefficiencies, rework, and automation opportunities.
• Support standardization efforts that improve operational consistency, efficiency, and speed to care.
• Collaborate cross-functionally to resolve bottlenecks and improve operational performance.
• Support leadership with operational analysis, reporting, and project tracking related to process and system improvements.
• Perform other duties and support additional initiatives as assigned.

Qualifications

• 37 years of experience in healthcare operations, analytics, operational systems, process improvement, or PAP resupply operations.
• Experience with DME/HME or PAP resupply operations preferred.
• Strong analytical and problem-solving skills with experience interpreting operational data and KPIs.
• Experience with dashboards, reporting tools, Excel, and operational analytics platforms; Power BI preferred.
• Experience working with operational systems such as Brightree, SNAP, or similar healthcare platforms preferred.
• Exposure to system optimization, automation, AI-driven initiatives, or operational technology projects preferred.
• Strong communication, organizational, and cross-functional collaboration skills.
• Ability to manage multiple priorities and drive measurable operational improvements.

Education

• Bachelor's degree preferred in Business, Healthcare Administration, Analytics, Operations, or related field. Equivalent experience may be considered.