Patient Services Leader: Call Center & Care Excellence

AdaptHealth LLC; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

AdaptHealth LLC is seeking a Patient Services Manager to lead a dedicated team delivering exceptional service to patients, providers, and internal teams. You will supervise call center operations, drive KPIs, and ensure compliant, patient-centered experiences across touchpoints.

Responsibilities include recruitment, training, performance reviews, and cross-functional collaboration with clinical, billing, and logistics teams to support coordinated care and efficient workflows.

Qualifications

• 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 DME or patient services.
• Proven track record of leading and developing high-performing teams.

Responsibilities

• Manage a team of patient services representatives including recruitment, onboarding, training, and coaching.
• Supervise daily operations of the patient services department, including call handling and order processing.
• Provide overall supervision of call center operations to ensure optimal performance.
• Monitor service levels and KPIs to ensure quality, timeliness, and accuracy.
• Track call volumes, hold times, first-call resolution, and patient satisfaction.
• Identify opportunities for improvements and staff development; implement data-driven changes.
• Handle escalated patient concerns with professionalism and timely resolution.
• Collaborate with clinical, sales, billing, and logistics teams for coordinated care.
• Ensure compliance with company policies and regulatory requirements in all interactions.

Skills

Leadership

Healthcare compliance

Call center metrics

Communication skills

CRM software

Data analysis

Multi-tasking

Project management

Clinical collaboration

Education

Associate degree

Bachelor's degree preferred

Tools

CRM systems

Call center tech

Job description

AdaptHealth LLC is seeking a Patient Services Manager to lead a dedicated team delivering exceptional service to patients, providers, and internal teams. You will supervise call center operations, drive KPIs, and ensure compliant, patient-centered experiences across touchpoints.

Responsibilities include recruitment, training, performance reviews, and cross-functional collaboration with clinical, billing, and logistics teams to support coordinated care and efficient workflows.