Manager, PAP Resupply Technology & Process Optimization

Medical Service Company; Cleveland (OH); Hybrid; USD 105,000 - 140,000; Full time

Benefits offered by this job

Competitive Pay

Advancement Opportunities

Medical, Dental & Vision Insurance

HSA Account w/Company Contribution

Pet Insurance

Company provided Life and AD&D insure

Short-Term and Long-Term Disability

Tuition Reimbursement Program

Employee Assistance Program (EAP)

Employee Referral Bonus Program

Social Recognition Program

Employee Engagement Opportunities

CALM App

401k (with a matching program) / Roth\

Company Discounts

Payactiv/On-Demand Pay

Paid vacation, Sick Days, YOU (Mental

Job summary

MSC is seeking a forward-thinking Continuous Improvement leader to leverage AI, automation, and technology to transform healthcare ops. You will partner with Operations, IT, Product, and Exec Leadership to optimize workflows, enhance patient experience, and drive revenue growth through innovative tools.

You will lead analytics, dashboarding, and system optimization efforts, turning insights into measurable improvements while fostering a culture of accountability and continuous improvement.

Qualifications

• 3–7 years of experience in healthcare operations or PAP resupply.
• Experience with DME/HME or PAP resupply operations preferred.
• Strong analytical and problem-solving skills with KPI interpretation.
• Experience with dashboards and reporting tools; Power BI preferred.
• Experience with Brightree, SNAP, or similar healthcare platforms preferred.
• Exposure to automation or AI-driven initiatives.
• Excellent communication and cross-functional collaboration.

Responsibilities

• Analyze operational data to identify trends, risks, and revenue opportunities.
• Develop dashboards and KPIs to monitor performance.
• Monitor real-time metrics and identify risks affecting service levels.
• Translate pain points into system requirements and improvement projects.
• Collaborate across Operations, IT, Product, and Leadership.
• Support standardization and efficiency efforts.
• Lead automation initiatives to improve care delivery.

Skills

Healthcare operations

Analytics

Operational systems

Process improvement

PAP resupply

Cross-functional collaboration

Education

Bachelor's degree

Tools

Power BI

Brightree

SNAP

Excel

Job description

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 prestigious 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!

• Competitive Pay
• Advancement Opportunities
• Medical, Dental & Vision Insurance
• HSA Account w/Company Contribution
• Pet Insurance
• Company provided Life and AD&D insurance
• Short-Term and Long-Term Disability
• Tuition Reimbursement Program
• Employee Assistance Program (EAP)
• Employee Referral Bonus Program
• Social Recognition Program
• Employee Engagement Opportunities
• CALM App
• 401k (with a matching program) / Roth IRA
• Company Discounts
• Payactiv/On-Demand Pay
• Paid vacation, Sick Days, YOU (Mental Health) Days and Holidays

We are seeking a forward-thinking Continuous Improvement leader with a passion for leveraging AI, automation, and technology to transform healthcare operations. The ideal candidate combines expertise in process improvement, data analytics, and digital transformation to identify inefficiencies, implement scalable automation solutions, and drive operational excellence. This individual will partner across Operations, IT, Product, and Executive Leadership to optimize workflows, enhance the patient experience, improve compliance and productivity, and support revenue growth through innovative technologies and system enhancements. With a strong continuous improvement mindset, they are energized by solving complex business challenges, leading change, evaluating emerging technologies, and creating smarter ways of working. This role is ideal for a strategic, results-driven leader who thrives on turning operational insights into measurable outcomes while fostering a culture of innovation, accountability, and continuous improvement.

Responsibilities And Duties

Analytics, Reporting & Operational Insights

• 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.

Systems, Technology & Optimization

• 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.

Continuous Improvement & Operational Support

• 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

• 3–7 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.