Manager, Engagement - Remote Labor

Position Summary:

The Engagement Manager, Remote Labor responsibilities include leadership, coordination /guidance for all new programs moving offshore. Assists domestic and offshore teams through the full ramp period for production and quality to ensure teams are set up for success. This position also works closely with each division to understand resources and collaborate on ways to meet the demands of the business. Development and implementation of strategies to improve overall performance across all functions that are performed offshore. The Manager is also responsible for creating and maintaining content for communication sites, newsletters, videos, and business process documents within the Remote Labor Operations division to provide field support in managing offshore resources.  

Essential Functions and Job Responsibilities:

• Mentors, guides, and provides oversight assistance for new programs moving offshore. Ensuring training needs are scheduled, completed and proper training materials are supplied. Productivity and quality expectations are delivered and reviewed. Training domestic team on how to manage their offshore program effectively. 
• Content creation and maintenance of department SharePoint site. 
• Creates and maintains all department communications, videos, business process documents and any type of training material needed. 
• Develops processes to drive global team member engagement, recognition, and retention, along with facilitating reward recognition tasks.
• Maintain constant contact with the Remote Labor Operations team to facilitate collaboration and promote transparency. 
• Develop and maintain working relationships outside of the remote labor operations division.
• Collaborates with Performance Director and Reporting Manager to stay abreast of any changes within the productivity and quality reporting.
• Assists in the achievement of company goals and objectives by encouraging and facilitation cross-departmental initiatives and cooperation. 
• 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. 
• Perform other related duties as assigned and work outside of normal business hours as needed. 

Management / Supervision:

• Responsible for startup onboarding program training of qualified global 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:

• Strong leadership, diplomatic and motivational skills including the ability to lead up, across and down multiple business and technology organizations.
• Ability to work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation, and excellence.
• Excellent communication (written, verbal and presentation) and interpersonal skills with the ability to influence and gain buy-in from executive sponsors, team members, stakeholders, and peers.
• Self-motivated, decisive, with the ability to adapt to change and competing demands. 
• Advanced (preferred) level of proficiency with MS Project, Excel, Visio, PowerPoint, Wrike PM Solution, and SharePoint with experience presenting to stakeholders and / or Senior Leadership.
• Ability to comprehend new concepts, be curious about the possibilities, execute and document ideas and concepts with minimal day-to-day direction.
• Forward thinking individual that has a balance of practical hands-on technical and business process

Education and Experience Requirements:

• An associate degree from an accredited college required, bachelor’s degree preferred
• Three (3) years’ experiences in related position, preferably in the DME industry
• Relevant experience in health care administrative, financial, insurance customer services, claims, billing, home health and/or medical terminology training preferred
• Experience working with an offshore business model
• Valid and unrestricted driver’s license in the state of residence

Physical Demands and Work Environment:

• The work environment may 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 and ability lift up to 10lbs as needed.
• 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.
• Ability to utilize a personal computer and other office equipment.
• May be exposed to angry or irate customers or patients.
• Physical and mental ability to analyze data and conduct research.
• Ability to work independently with little or no supervision.
• Mental alertness to perform the essential functions of position.
• Excellent ability to effectively communicate both verbally and written with customers with the ability to demonstrate empathy, compassion, courtesy, and respect for privacy.
• Must be able to drive and travel as needed.
• Ability to work after non-business hours as needed.