Manager, Patient Services

Role Overview

• 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