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. 

1. 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.

2. 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.

3. 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.

4. 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.

5. 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.

•   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.