Patient Services Team Lead – Experience & Quality

AdaptHealth LLC; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

AdaptHealth LLC in the United States is seeking a Patient Services Manager to monitor and lead the team that answers incoming calls, ensuring timely service and care to patients over the phone. You will oversee daily responsibilities, train staff, monitor performance metrics, maintain SOPs, and collaborate across departments to improve processes and patient experience.

This role requires healthcare administrative experience, strong leadership, and the ability to drive department standards and

Qualifications

• Two years customer service management experience.
• 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.

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.

Skills

Leadership

Multi-site coordination

Independent thinking

Analytical thinking

Verbal and written communication

Time management

Education

High School diploma

Associate degree preferred

Tools

Microsoft Office

Excel

Job description

AdaptHealth LLC in the United States is seeking a Patient Services Manager to monitor and lead the team that answers incoming calls, ensuring timely service and care to patients over the phone. You will oversee daily responsibilities, train staff, monitor performance metrics, maintain SOPs, and collaborate across departments to improve processes and patient experience.

This role requires healthcare administrative experience, strong leadership, and the ability to drive department standards and