Lead, Operations

AdaptHealth, LLC•Phoenix, AZ

About The Position

The Lead Operations Specialist supports the Operations Team by handling tasks that address the individual needs of each region. This role serves as a subject matter expert, trains and mentors new hires, and may deliver and set up medical equipment as needed. The position guides team members through daily operations and complex case resolution, supports regulatory compliance, improves workflows, and helps coordinate staffing and resources. It also reviews insurance and clinical documentation, uses multiple online EMR systems, and supports quality, performance, and customer service requirements. The role may involve patient assessments, equipment delivery, driving a company vehicle, and on-call responsibilities outside business hours. AdaptHealth provides home medical equipment and related services to support patients at home.

Requirements

High school diploma or equivalent required.
Valid and unrestricted driver's license in the state of residence.
Related experience in healthcare administrative, financial, or insurance customer services, claims, billing, call center, or management, regardless of industry.
Experience in a healthcare organization or a pharmacy that routinely bills insurance or provides diabetic, medical supply, HME, pharmacy, or Medicare-certified healthcare services.
Excellent verbal and written communication skills.
Ability to prioritize and manage multiple tasks.
Proficient computer skills and knowledge of Microsoft Office.
Ability to learn new technologies and technical aptitude to understand data flow through systems and interactions between systems.
Ability to work independently and as part of a group.
Ability to adapt and be flexible in a rapidly changing environment; demonstrate patience, accountability, proactivity, initiative, and effective teamwork.
Ability 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.
Ability to stretch, bend, stoop, and crouch and perform moderate to heavy physical labor while moving equipment and supplies.
Ability to drive independently and travel as needed.
Ability to access a patient's residence without assistance.
Ability to communicate effectively with customers verbally and in writing, demonstrating empathy, compassion, courtesy, and respect for privacy.

Nice To Haves

Associate’s degree in healthcare administration, Business Administration, or a related field.
General knowledge of Medicare, Medicaid, and commercial health plan methodologies and documentation requirements.

Responsibilities

Supervise and guide team members in daily operations and complex case resolution, serving 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 expertise in Medicare guidelines, payer policies, clinical documentation, and regulatory changes to guide team decisions and determine qualification and compliance status for equipment and services.
Analyze data and reports to identify workflow errors, troubleshoot exceptions, advise staff on corrections, and collaborate with the Operations Team on solutions.
Communicate process trends, insurance issues, and improvement opportunities to operations teams and leadership; prepare performance and operational trend reports for management review.
Maintain working knowledge of AdaptHealth products, services, and customer service, intake, operations, and revenue cycle workflows.
Review, process, and verify documentation, including insurance eligibility, coverage, co-insurance, deductibles, and pre-authorization submissions.
Use multiple online EMR systems to obtain, enter, and review documentation, authorizations, and expiration dates.
Meet quality assurance requirements and key performance metrics while maintaining attention to detail and organization.
Listen to teams and leadership and handle stressful situations with compassion and empathy.
As needed, perform patient assessments and reassessments, deliver medical equipment, and safely drive and maintain a company vehicle.
Follow PPE, infection control, and hazardous materials handling procedures.
Assume on-call responsibilities during non-business hours in accordance with company policy.
Maintain patient confidentiality and comply with HIPAA and AdaptHealth's Compliance Program.
Complete assigned compliance training and other required education.
Assist with projects and tasks as needed and perform other related duties as assigned.

Benefits

Comprehensive medical, dental, and vision coverage, eligible the first of the month following hire.
401(k) with company match.
Paid time off plans, including 6 paid holidays.
Employee Stock Purchase Plan.
Paid parental bonding leave.
Short- and long-term disability insurance.
Life and AD&D insurance.
Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA).
CVS Minute Clinic and Teladoc access.
Spousal Advantage Reimbursement Plan.
Identity Theft Protection and Legal Plan.