AdaptHealth

Manager, Patient Services

AdaptHealth

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Manage and support a team of patient services representatives, including recruitment, hiring, onboarding, training, performance reviews, and ongoing coaching
  • Supervise daily operations of the patient services department, encompassing call handling, order processing, and comprehensive documentation
  • Provide overall supervision and oversight of call center operations to ensure optimal performance
  • Monitor service levels and team KPIs to ensure quality, timeliness, and accuracy of patient interactions and documentation
  • Track and analyze contact center performance metrics including call volumes, hold times, first-call resolution rates, and patient satisfaction scores
  • Identify opportunities for operational improvements, process streamlining, and staff development initiatives
  • Implement performance improvements and best practices based on data-driven insights
  • Handle escalated patient concerns and service issues with professionalism, empathy, and commitment to timely resolution
  • Ensure all patient interactions meet the highest standards of care and service excellence
  • Maintain focus on patient-centered service delivery across all touchpoints
  • Collaborate effectively with clinical, sales, billing, and logistics teams to ensure coordinated care and smooth workflow processes
  • Maintain open and proactive communication between the contact center, company locations, and other departments
  • Foster strong interdepartmental relationships to optimize patient outcomes
  • Ensure the call center operates in full compliance with company policies, procedures, and AdaptHealth protocols
  • Manage information and technical systems within the call center environment
  • Stay current with regulatory requirements and industry best practices in patient services

Requirements

  • Associate degree from an accredited college required, bachelor's degree preferred
  • Minimum 3-5 years of management experience in customer service, call center operations, or healthcare patient services
  • Healthcare industry experience, particularly in durable medical equipment (DME) or patient services
  • Proven track record of leading and developing high-performing teams
  • Strong knowledge of healthcare industry regulations and compliance requirements
  • Experience with call center metrics, KPI analysis, and performance improvement initiatives
  • Proficiency in customer relationship management (CRM) systems and call center technologies
  • Strong problem-solving abilities and conflict resolution skills to detail
  • Bilingual capabilities (English/Spanish preferred)
Benefits
  • Exceptional customer service
  • Operational support to patients
  • Positive, compliant experience
  • Team collaboration
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
call center operationsKPI analysisperformance improvementcustomer relationship management (CRM) systemsdata-driven insightspatient servicesorder processingdocumentationregulatory compliancepatient satisfaction metrics
Soft Skills
leadershipcoachingproblem-solvingconflict resolutioncommunicationempathyteam collaborationinterdepartmental relationship buildingoperational improvementcustomer service
Certifications
Associate degreeBachelor's degree