Manager, Patient Services

Job Description:

• Lead, manage, recruit, hire, onboard, train, review, and coach a team of patient services representatives
• Supervise daily patient services operations, including call handling, order processing, and documentation
• Oversee call center operations to ensure optimal performance
• Monitor service levels and team KPIs for quality, timeliness, and accuracy
• Track and analyze call volumes, hold times, first-call resolution rates, and patient satisfaction scores
• Identify operational improvements, process streamlining, and staff development opportunities
• Implement performance improvements and best practices based on data-driven insights
• Handle escalated patient concerns and service issues and ensure timely resolution
• Maintain patient-centered service delivery and high standards of care
• Collaborate with clinical, sales, billing, and logistics teams to coordinate care and workflows
• Maintain communication between the contact center, company locations, and other departments
• Ensure call center compliance with company policies, procedures, and AdaptHealth protocols
• Manage information and technical systems within the call center
• 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
• Excellent written and verbal communication skills
• Proficiency in customer relationship management (CRM) systems and call center technologies
• Strong problem-solving abilities and conflict resolution skills
• Advanced proficiency in data analysis and reporting tools
• Bilingual capabilities (English/Spanish preferred)
• Ability to prioritize and manage multiple projects
• Ability to work after non-business hours as needed
• Must be able to lift 30 pounds as needed
• Must be able to bend, stoop, stretch, stand, and sit for extended periods
• Ability to perform repetitive wrist, hand, and finger motions due to extensive computer use