Manager, Kaiser Liaisons and Consignment Closets
About The Position
The Manager of Kaiser Liaison and Consignment Closets oversees operations liaisons and consignment closet functions across select Kaiser Permanente sites in an assigned geography. The role leads the team, manages closet setup and operations, and oversees training and development for liaisons across multiple hospitals and clinics. It coordinates timely distribution of medical equipment, supplies, and services to patients’ bedsides and homes, ensuring delivery timeframes are met. The manager collaborates with organizational leadership and Kaiser staff to improve patient services and may serve as site leader when on-site liaisons are absent. The role oversees liaison and closet operations, including delivery, inventory replenishment, order expediting, escalations, root-cause analysis, and process improvement. It leads, hires, trains, mentors, and evaluates regional liaisons; establishes goals and performance standards; and supports continuous learning and development. The manager also partners with field operations and HR leadership, maintains compliance with applicable regulations and company policies, protects patient confidentiality under HIPAA, and assumes on-call responsibilities outside business hours in accordance with company policy. Travel of up to 70% within the assigned region is required.
Requirements
- Associate degree from an accredited college required.
- Five years of experience in HME leadership is desired.
- Valid and unrestricted driver’s license in the state of residence.
- Strong ability to co-manage in a multi-site environment.
- Independent thinking and decision-making ability.
- Strong analytical and problem-solving skills with attention to detail.
- Excellent verbal and written communication skills.
- Excellent customer service skills.
- Proficiency with computers and Microsoft Office, specifically Excel.
- Ability to prioritize and manage multiple projects.
- Ability to learn new technologies and technical aptitude to understand data flows and system interactions.
- Ability to bend, stoop, stretch, stand, and sit for extended periods.
- Ability to perform repetitive wrist, hand, or finger motions due to extensive computer use.
- Ability to lift 30 pounds as needed.
- Ability to lead others and change processes in a fast-paced work environment.
- Ability to communicate with internal and external customers with empathy, compassion, courtesy, and respect for privacy.
- Ability to travel up to 70% within the assigned region.
Nice To Haves
- Bachelor’s degree preferred.
- Relevant experience in healthcare, insurance customer service, claims, or billing preferred.
Responsibilities
- Oversee timely and efficient liaison and consignment closet operations, including delivery, inventory replenishment, and order expediting.
- Serve as the escalation point for Kaiser staff and patients and ensure issues are resolved promptly.
- Analyze operational and customer service failures, identify root causes, and implement appropriate improvements.
- Maintain rapport with ordering physicians and referral sources and communicate changes in patient status through reports and telephone calls.
- Communicate with regional and departmental leadership about resources and organizational goals for patient care, safety, personnel, and maintenance.
- Coordinate initial and ongoing training, including return demonstrations, and support achievement of operational and regulatory audit goals.
- Assume on-call responsibilities during non-business hours in accordance with company policy.
- Assist with consignment closet design and management to ensure consistent par levels, product mix, and dispensing processes.
- Lead, mentor, and develop regional liaisons into subject matter experts and resources for hospital staff.
- Monitor performance metrics, KPIs, standards, and scorecards to promote accountability and continuous improvement.
- Conduct performance reviews and provide career development guidance.
- Select and hire qualified staff, oversee onboarding, and provide training and regular feedback.
- Set job expectations; monitor performance; coach, counsel, and discipline staff; and develop and enforce systems, policies, procedures, and productivity standards.
- Establish annual departmental goals based on organizational strategic goals and work toward performance and retention goals, including timely performance evaluations.
- Deliver ongoing in-person and virtual training on effectiveness and healthcare relationship management.
- Ensure consignment closets follow consistent procedures and have appropriate par levels and equipment types.
- Collaborate with field operations leaders to align training priorities with operational objectives.
- Partner with HR leadership on talent development, succession planning, and performance management.
- Maintain patient confidentiality in accordance with HIPAA and complete required compliance training and other educational programs.
- Maintain compliance with AdaptHealth’s Compliance Program and perform other related duties as assigned.
- Comply with current government regulations and professional standards related to patient care and maintain professional knowledge and competence.
- Travel up to 70% within the assigned region.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
