Supervisor, Adherence

Position Summary:

The Supervisor, Adherence Success is responsible for assisting the Manager, Adherence Success, in monitoring and measuring the operational flow of the department by tasking responsibilities to staff including intake, processing, and review of medical records to ensure medical necessity as well as ensuring the inbound calls have handled in a matter that reflects ideal metrics. 

The Supervisor, Adherence Success, provides a great experience for customers and the Adherence team, which includes prioritizing and developing departmental objectives, conducting effective resource planning to maximize productivity of resources and analyzing statistics relative to metrics set for the department.

The Supervisor, Adherence Success, typically oversees between two (2) and eight (8) direct reports.

Essential Functions and Job Responsibilities:

• Follows through with the appropriate actions to resolve any questions and concern.
• Ensures staff are appropriately trained and held accountable for achieving standards and goals.
• Identifies root cause of issues and works with others to improve overall processes.
• Evaluates performance with key metrics (accuracy, call-waiting time etc.).
• Ensures consistent administration of staff compliance with all company and departmental procedures.
• Assists in the achievement of company goals and objectives by encouraging and facilitating cross-departmental 
• initiatives and cooperation.
• Ensures achievement of the quality audit program through monitoring, coaching, and continuous feedback.
• Develops employee and team goals based on the organizational goals.
• Oversees the day-to-day activities of the team.
• Manages department budget and expenses.
• Prepares reports as needed for various departments and leadership as requested.
• Trains new hires according to standards and provides ongoing training as changes occur.
• Holds self and team members accountable for meeting performance expectations.
• Develops and/or maintains Standard Operating Procedures (SOP’s) that support the work of the team.
• Ensures that the actions of the team and others support the achievement of our patient experience scores.
• Provides feedback and recommendations on improving systems and processes.
• Works daily with other managers to ensure compliance with payer billing procedures. 
• Identifies trends of issues by region for timely education back to other teams.
• Performs monthly employee audits to ensure compliance with standard work procedures. 
• Responsible for monthly communication and reporting out to product line leaders, including current team status 
• and completion of tasks related. 
• Delivers timely coaching and employee evaluations when scheduled, while setting appropriate performance goals 
• for staff and encouraging them to report issues and/or trends through appropriate channels.
• Consistently responds to all patients needs in a timely manner.
• Complies with federal, state, and local legal requirements by being aware of existing and new legislations and 
• regulatory changes as related to clinical policies.
• Acts as a resource on practices and processes to provide appropriate guidance
• Maintains patient confidentiality and functions within the guidelines of HIPAA.
• Completes assigned compliance training and other educational programs as required.
• Maintains compliant with AdaptHealth’s Compliance Program.
• Performs other related duties as assigned

Management/Supervision:

• Responsible for selection and hiring of qualified staff, ensuring an effective on-boarding, and providing comprehensive training and regular feedback.
• Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.
• Establishes annual goals and objectives for the department based on the organization’s strategic goals.
• Responsible for achieving organizational performance and retention goals, including timely completion of performance evaluations.

Competency, Skills and Abilities:

• Leadership Skills.
• Strong ability to co-manage in a multi-site environment.
• Independent thinker and decision maker.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent verbal and written communication.
• Excellent customer service skills.
• Proficient computer skills and knowledge of Microsoft Office specifically Excel.
• Ability to prioritize and manage multiple projects.
• Solid ability to learn new technologies and possess the technical aptitude required to understand flow of data through systems as well as system interaction.

Education and Experience Requirements: 

• High School diploma required, Associate degree from an accredited college preferred.
• Two (2) years relevant experience in health care administrative, financial, insurance customer services, claims, billing, home health and/or medical terminology training is required.
• Exact job experience is considered as management of any of the above tasks in a Medicare certified HME or health care environment that routinely bills insurance.

Physical Demands and Work Environment: 

• Work environment will be stressful at times, as overall office activities and work levels fluctuate.
• Must be able to bend, stoop, stretch, stand, and sit for extended periods of time.
• Subject to long periods of sitting and exposure to computer screen.
• Ability to perform repetitive motions of wrists, hands, and/or fingers due to extensive computer use.
• Must be able to lift 30 pounds as needed.
• Excellent ability to communicate both verbally and in writing.
• May be exposed to angry or irate customers or patients.
• This position if primarily performed within an office building.
• Ability to effectively communicate both verbally and written with internal and external customers with the ability to demonstrate empathy, compassion, courtesy, and respect for privacy.