Position Summary:

Monitors and measures the team of representatives that answer incoming calls to provide service and care to patients and customers over the phone. Ensuring a smooth operational flow of the department by tasking responsibilities to staff including processing and reviewing medical records to ensure medical necessity. 

Essential Functions and Job Responsibilities:

• Oversees the day-to-day responsibilities of the Patient Services team. 
• Follows through with the appropriate actions to resolve any questions generated from phone calls 
• Ensures staff are appropriately trained and held accountable for achieving standards and goals 
• Identifies root cause of issues and works with others to improve overall processes
• Develop and maintain working knowledge of current HME products and services offered by the company 
• Assist in setting and maintaining department standards set forth by Manager 
• Assure employees are reaching their potential goals
• Assist with responsibilities of one on one and general staff meeting 
• Assist in training and remediation as needed 
• Evaluate performance with key metrics (accuracy, call-waiting time etc.) 
• Ensures consistent administration of staff compliance with all company and departmental procedures 
• Assists in the achievement of company goals and objectives by encouraging and facilitating cross-departmental initiatives and cooperation 
• Ensuring the phones are answered and resolved within Department and Company metric requirements 
• Ensuring achievement of the quality audit program through monitoring, coaching and continuous feedback 
• Develop employee and team goals base on the organizational goals 
• Prepare reports as needed for various departments and leadership 
• Responsible for holding self and team members accountable for meeting performance expectations 
• Responsible for the development and/or maintenance of Standard Operating Procedures that support the work of the team 
• Responsible for ensuring that the actions of the team and others support the achievement of our Patient Experience scores 
• Ensures that the actions of the team and others support the achievement of Patient Experience scores. 
• Assume on-call responsibilities during non-business hours in accordance with company policy as requested. 
• Maintain patient confidentiality and function within the guidelines of HIPAA.
• Completes assigned compliance training and other educational programs as required.
• Maintains compliance with AdaptHealth’s Compliance Program. 
• Perform other related duties as assigned during and outside of normal business hours as needed.

Management/Supervision: 

• Responsible for selection and hiring of qualified staff, ensuring 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:

• Leadership Skills 
• Strong ability to co-manage in a multi-site environment 
• Independent Thinker and Decision Maker 
• Strong analytical and problem-solving skills with attention to detail 
• Excellent verbal and written communication 
• Excellent customer service skills 
• Proficient computer skills and knowledge of Microsoft Office specifically Excel 
• Ability to prioritize and manage multiple projects 
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. 
• Solid ability to learn new technologies and possess the technical aptitude required to understand flow of data through systems as well as system interaction

Education and Experience Requirements:

• High School diploma required, associate degree from an accredited college preferred 
• Two (2) years customer service management experience required 
• Relevant experience in health care administrative, financial, insurance customer services, claims, billing, home health and/or medical terminology training preferred 
• Exact job experience is considered any of the above tasks in a Medicare certified HME, Pharmacy, Diabetic or medical supplies environment that routinely bills insurance.

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 
• Able to lift to 5 to 10 pounds periodically 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 
• Excellent ability to communicate both verbally and in writing 
• May be exposed to angry or irate customers. 
• Must be able to drive and travel as needed. 
• Ability to work independently with little or no supervision. 
• 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 and travel as needed.