Manager, Patient Services

Position Summary: 

The Patient Services Manager at AdaptHealth leads a dedicated team responsible for delivering exceptional customer service and operational support to patients, healthcare providers, and internal departments. This leadership role ensures the patient services team operates efficiently, consistently meets performance goals, and provides a positive, compliant experience that reflects our commitment to quality patient care.

Essential Functions and Job Responsibilities: 

Team Leadership & Management

• 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

Operational Excellence

• 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

Patient Experience & Issue Resolution

• 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

Cross-Functional Collaboration

• 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

Compliance & Systems Management

• 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

Competency, Skills and Abilities: 

• Leadership Skills
• Strong knowledge of healthcare industry regulations and compliance requirements 
• Experience with call center metrics, KPI analysis, and performance improvement initiatives 
• Excellent communication skills, both written and verbal 
• Proficiency in customer relationship management (CRM) systems and call center technologies 
• Strong problem-solving abilities and conflict resolution skills to detail
• Advanced proficiency in data analysis and reporting tools 
• Bilingual capabilities (English/Spanish preferred)
• Excellent Customer Service Skills
• Patient First Mentality
• Operational Oversight and multi-tasking within Contact Center
• Ability to prioritize and manage multiple projects
• Excellent verbal and written communication

Education and Experience 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

Physical Demands and Work Environment:  

• 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
• 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
• Excellent ability to effectively communicate both verbally and written with customers with the ability to demonstrate empathy, compassion, courtesy, and respect for privacy. 
• Mental alertness to perform the essential functions of position.
• Ability to work after non-business hours as needed.