Customer Experience Operations Manager

AdaptHealth, LLC; Brentwood (TN); On-site; USD 65,000 - 90,000; Full time

Job summary

AdaptHealth, LLC is seeking a Manager, Customer Service to lead a team answering patient and customer calls, ensuring a high-quality experience and efficient operation across the department. You will drive staffing, training, metrics, and processes to align with organizational goals and patient experience targets.

The role requires a strong background in customer service management within healthcare-administrative contexts and a proven ability to manage cross-functional initiatives in a

Qualifications

• Associate degree from an accredited college required, bachelor’s degree preferred.
• Two years of customer service management experience required.
• Healthcare admin/insurance/customer service experience or medical terminology training preferred.

Responsibilities

• Monitor and measure the team of representatives handling inquiries to ensure great patient/customer experience.
• Ensure staff are trained and held accountable for standards and goals.
• Identify root causes and improve processes.
• Evaluate performance with key metrics (e.g., accuracy, wait times).
• Oversee day-to-day activities and manage department budget and expenses.
• Prepare reports for leadership and cross-department collaboration.
• Develop and maintain Standard Operating Procedures for the team.
• Ensure adherence to patient experience scores objectives.

Skills

Leadership

Multi-site management

Independent thinker

Analytical skills

Communication

Customer service

Excel

Project management

Prioritization

Tech-savviness

Education

Associate degree

Bachelor’s degree preferred

Tools

Excel

Job description

AdaptHealth, LLC is seeking a Manager, Customer Service to lead a team answering patient and customer calls, ensuring a high-quality experience and efficient operation across the department. You will drive staffing, training, metrics, and processes to align with organizational goals and patient experience targets.

The role requires a strong background in customer service management within healthcare-administrative contexts and a proven ability to manage cross-functional initiatives in a