Manager, Patient Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, manage, recruit, onboard, train, evaluate, and mentor a team of patient services representatives.

• Oversee daily operations of patient services, including call handling, order processing, and documentation.

• Supervise call center functions to guarantee optimal performance.

• Monitor service levels and team key performance indicators (KPIs) for quality, timeliness, and accuracy.

• Analyze call volumes, hold times, first-call resolution rates, and patient satisfaction scores.

• Identify opportunities for operational enhancements, process optimization, and staff development.

• Apply performance improvements and best practices derived from data-driven insights.

• Address escalated patient issues and service concerns, ensuring timely resolutions.

• Uphold patient-centered service delivery and maintain high standards of care.

• Collaborate with clinical, sales, billing, and logistics teams to ensure coordinated care and workflows.

• Facilitate communication between the contact center, company locations, and other departments.

• Ensure compliance of the call center with company policies, procedures, and AdaptHealth protocols.

• Manage information and technical systems within the call center.

• Stay informed about regulatory requirements and industry best practices in patient services.

⛳️ Requirements

• An associate degree from an accredited college is required; a bachelor's degree is preferred.

• A minimum of 3-5 years of management experience in customer service, call center operations, or healthcare patient services.

• Experience in the healthcare industry, particularly in durable medical equipment (DME) or patient services.

• Demonstrated success in leading and developing high-performing teams.

• Strong understanding of healthcare industry regulations and compliance requirements.

• Familiarity with call center metrics, KPI analysis, and performance improvement initiatives.

• Exceptional written and verbal communication skills.

• Proficient in customer relationship management (CRM) systems and call center technologies.

• Strong problem-solving skills and conflict resolution capabilities.

• Advanced proficiency in data analysis and reporting tools.

• Bilingual abilities (English/Spanish preferred).

• Capability to prioritize and manage multiple projects effectively.

• Willingness to work after non-business hours as required.

• Must be capable of lifting 30 pounds as necessary.

• 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.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible working hours to promote work-life balance.

• Supportive and collaborative work environment.