Lead, Operations

Description

At AdaptHealth we offer full-service home medical equipment and related services that empower patients to live their best lives – beyond the hospital and at home.

With supporting locations across the nation, AdaptHealth is the vital link in the healthcare ecosystem that bridges the gap between patients, providers, and high-quality, compassionate care. 

If you’re passionate about making a meaningful and lasting difference in the lives of patients, we invite you to explore a career with AdaptHealth.

• Commitment to Our People – Support, Development, and Advancement Opportunities
• Competitive Compensation and Incentives
• Comprehensive Total Rewards & Benefits
• Industry-Leading Care & Innovation
• Responsible Environmental Stewardship

The Lead Operations Specialist is responsible for supporting the Operations Team through multiple tasks required for the successful support of each region’s individual needs. They serve as a subject matter expert, conduct new hire training and mentor to the team. As needed, may need to deliver and set up medical equipment. 

• →Supervise and guide team members in daily operations and complex case resolution; serve as the primary escalation point for difficult issues and regulatory compliance questions.
• →Lead team meetings, conduct onboarding, and facilitate ongoing training and staff development for operations and client engagement teams.
• →Monitor team performance metrics and productivity standards, providing feedback and coaching as needed.
• →Develop and implement process improvements and workflow optimization strategies; participate in defining, documenting, and refining procedures based on industry and company best practices.
• →Coordinate with management on staffing needs, scheduling, and resource allocation.
• →Maintain advanced expertise in Medicare guidelines, payer policies, clinical documentation, and regulatory changes to guide team decisions and determine qualification/compliance status for equipment and services.
• →Analyze data and reports to identify workflow errors, troubleshoot exceptions, and advise staff on corrections; collaborate with the Operations Team on solutions.
• →Communicate with operations teams and leadership on process trends, insurance issues, and improvement opportunities; prepare performance and operational trend reports for management review.
• →Maintain working knowledge of AdaptHealth's products, services, and end-to-end customer service, intake, operations, and revenue cycle workflows.
• →Review, process, and verify documentation for accuracy, including insurance verification (eligibility, coverage, co-insurance, deductibles) and pre-authorization submissions to insurance carriers.
• →Navigate multiple online EMR systems to obtain, enter, and review documentation, authorizations, and expiration dates.
• →Meet quality assurance requirements and key performance metrics with strong attention to detail and organization.
• →Actively listen to teams and leadership, handling stressful situations with compassion and empathy.
• →As needed: perform patient assessments/re-assessments, deliver medical equipment, and safely drive/maintain a company vehicle.
• →Retain knowledge of and adhere to PPE, infection control, and hazardous materials handling procedures.
• →Assume on-call responsibilities during non-business hours per company policy.
• →Maintain patient confidentiality and compliance with HIPAA and AdaptHealth's Compliance Program.
• →Complete assigned compliance training and other required education.
• →Assist with various projects and tasks as needed.
• →Perform other related duties as assigned

• Excellent ability to communicate both verbally and in writing
• Ability to prioritize and manage multiple tasks
• Proficient computer skills and knowledge of Microsoft Office
• Solid ability to learn new technologies and possess the technical aptitude required to understand flow of data through systems as well as system interaction
• General knowledge of Medicare, Medicaid, and Commercial health plan methodologies and documentation requirements preferred.
• Work well independently and as part of a group
• Ability to adapt and be flexible in a rapidly changing environment, be patient, accountable, proactive, take initiative and work effectively on a team

• High school diploma or equivalent required; Associate’s degree in healthcare administration, Business Administration, or related field preferred
• Valid and unrestricted driver's license in the state of residence. 
• Related experience in health care administrative, financial, or insurance customer services, claims, billing, call center or management regardless of industry. 
• Exact job experience is health care organization, pharmacy that routinely bills insurance or provides Diabetics, Medical Supplies, HME, Pharmacy or healthcare (Medicare certified) services

• Company conducted Background Check is required for all roles
• Company conducted Motor Vehicle Record Check is required for driving roles
• Clinical roles require valid licensure/certification, where applicable

• Must be able to regularly lift and/or move up to 50 pounds, frequently lift and/or move up to 100 pounds, and occasionally lift and/or move up to 160 pounds.
• Must be able to stretch, bend, stoop and crouch and perform moderate to heavy physical labor while moving equipment and supplies.
• Subject to long periods of sitting and/or driving.
• Work environment may be stressful at times, as overall work activities and work levels fluctuate.
• May be exposed to unsanitary conditions in some home settings.
• May be exposed to hazardous materials, loud noise, extreme heat/cold, direct, or indirect contact with airborne, bloodborne, and/or other potentially infectious pathogen.
• May be exposed to high crime areas within the service community. 
• Must be able to drive independently and travel as needed.
• May be exposed to angry or irate customers.
• Must be able to access the patient’s residence without assistance.
• Ability to effectively communicate both verbally and written with customers with the ability to demonstrate empathy, compassion, courtesy, and respect for privacy.