Lead Dispatcher & Operations Coach

AdaptHealth, LLC; Hutto, Northern (TX, KY); Hybrid; USD 42,000 - 64,000; Full time

Job summary

AdaptHealth, LLC is seeking a Lead Dispatcher to mentor the team, oversee front-end processes, and coordinate delivery routing for regional branches. You will handle escalations, guide staff, and develop process improvements to ensure timely, compliant patient service.

Responsibilities include routing deliveries, training new staff, and maintaining knowledge of HME products and regulations while ensuring excellent customer care and efficient operations.

Qualifications

• High School Diploma required; Associate degree preferred.
• Three years’ work experience in health care administrative, financial, or insurance customer service, claims, billing, call center or management.
• Two years HME claims experience preferred.
• Exact job experience includes tasks in Medicare certified HME/IV/HH environments that bill insurance.
• Valid and unrestricted driver’s license in state of residence

Responsibilities

• Mentors, guides and provide oversight assistance of the team.
• Applying subject expertise in evaluating business operations and processes.
• Identifying areas where technical solutions would improve business performance.
• Consulting across teams, providing mentorship, and contributing specialized knowledge.
• Demonstrated various techniques and documentation to streamline production process.
• Identify team member strengths and opportunities and report findings up to supervisors.
• Respond to internal inquiries for coaching assistance via queue, office communicator, and email.
• Assume responsibility for resolving team member escalations by collaborating with partners.
• Coach others on navigating systems to assist patients and calls.
• Assist with training new employees and address escalated questions from members over the phone.
• Responsible for every ticket (delivery, pick-up, service) daily, create sensible routes and ensure all stops are completed.
• Develop and maintain knowledge of current HME products and regulations.
• Clear all routes daily with delivery technicians to complete stops.
• Address non-printed orders to determine status of the order.
• Screen every ticket for mistakes and address with Management.
• Create sensible routes meeting window blocks and customer expectations within budget.
• Address and develop best processes for incomplete orders.
• Make outbound calls to customers and technicians for scheduling and routing with exceptional customer care.
• Partner with teams to enter tickets, communicate issues, verify delivery details, and create solutions.
• Verify delivery/pick up details and communicate to technicians and couriers.
• Progress toward regional goals like productivity and cost per delivery by routing efficiently.
• Track all orders and ensure daily deliveries or follow-up within defined time frames.
• Maintain confidentiality of patient information.
• Document patient communication regarding deliveries with 98% compliance.
• Familiarize with personal safety and infection control practices.
• Account for all tickets, create and clear routes, ensure all stops completed.
• Develop best practice processes for routing, dispatching, and handling emergencies.

Skills

Decision Making

Analytical problem solving

Verbal written communication

Customer service

MS Office

Multitasking

Technical aptitude

Education

High School Diploma

Associate degree

Job description

AdaptHealth, LLC is seeking a Lead Dispatcher to mentor the team, oversee front-end processes, and coordinate delivery routing for regional branches. You will handle escalations, guide staff, and develop process improvements to ensure timely, compliant patient service.

Responsibilities include routing deliveries, training new staff, and maintaining knowledge of HME products and regulations while ensuring excellent customer care and efficient operations.