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AdaptHealth LLC

Manager, Patient Services

Remote, United States

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Job details

Posting language: English
Posted: Nov 10, 2026

Original job description

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Job Type

Full-time

Description

Position Summary:

The Patient Services Manager at AdaptHealth leads a dedicated team responsible for delivering exceptional customer service and operational support to patients, healthcare providers, and internal departments. This leadership role ensures the patient services team operates efficiently, consistently meets performance goals, and provides a positive, compliant experience that reflects our commitment to quality patient care.

Essential Functions and Job Responsibilities:

Team Leadership & Management

Manage and support a team of patient services representatives, including recruitment, hiring, onboarding, training, performance reviews, and ongoing coaching
Supervise daily operations of the patient services department, encompassing call handling, order processing, and comprehensive documentation
Provide overall supervision and oversight of call center operations to ensure optimal performance

Operational Excellence

Monitor service levels and team KPIs to ensure quality, timeliness, and accuracy of patient interactions and documentation
Track and analyze contact center performance metrics including call volumes, hold times, first-call resolution rates, and patient satisfaction scores
Identify opportunities for operational improvements, process streamlining, and staff development initiatives
Implement performance improvements and best practices based on data-driven insights

Patient Experience & Issue Resolution

Handle escalated patient concerns and service issues with professionalism, empathy, and commitment to timely resolution
Ensure all patient interactions meet the highest standards of care and service excellence
Maintain focus on patient-centered service delivery across all touchpoints

Cross-Functional Collaboration

Collaborate effectively with clinical, sales, billing, and logistics teams to ensure coordinated care and smooth workflow processes
Maintain open and proactive communication between the contact center, company locations, and other departments
Foster strong interdepartmental relationships to optimize patient outcomes

Compliance & Systems Management

Ensure the call center operates in full compliance with company policies, procedures, and AdaptHealth protocols
Manage information and technical systems within the call center environment
Stay current with regulatory requirements and industry best practices in patient services

Competency, Skills and Abilities:

Leadership Skills
Strong knowledge of healthcare industry regulations and compliance requirements
Experience with call center metrics, KPI analysis, and performance improvement initiatives
Excellent communication skills, both written and verbal
Proficiency in customer relationship management (CRM) systems and call center technologies
Strong problem-solving abilities and conflict resolution skills to detail
Advanced proficiency in data analysis and reporting tools
Bilingual capabilities (English/Spanish preferred)
Excellent Customer Service Skills
Patient First Mentality
Operational Oversight and multi-tasking within Contact Center
Ability to prioritize and manage multiple projects
Excellent verbal and written communication

Requirements

Education and Experience Requirements:

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 durable medical equipment (DME) or patient services
Proven track record of leading and developing high-performing teams
Must have lead escalation team voice of the customer survey experience and more than 4+ years leading escalation team

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
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
Must be able to lift 30 pounds as needed
Excellent ability to communicate both verbally and in writing
May be exposed to angry or irate customers or patients
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.

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