Manager, Kaiser Liaisons and Consignment Closets

AdaptHealth•South San Francisco, CA

About The Position

The Manager of Kaiser Liaison and Consignment Closets oversees a geographic area that includes operations liaisons and consignment closet functions across select Kaiser Permanente sites. The role leads the team, manages closet setup and operations, and oversees training and development for liaisons across multiple Kaiser hospitals and clinics. It coordinates timely distribution of medical equipment, supplies, and services to patients’ bedsides and homes, while working with leadership and Kaiser staff to improve patient services. The manager may serve as site leader when on-site liaisons are absent. The position oversees liaison and closet operations, including delivery, inventory replenishment, and order expediting. It serves as an escalation point for Kaiser staff and patients, investigates service failures, and implements solutions. The manager leads, mentors, hires, trains, and evaluates staff; establishes department goals; monitors performance and retention; and develops consistent closet procedures, par levels, product mixes, and dispensing processes. The role also partners with field operations and HR leadership on training, talent development, succession planning, and performance management. The position requires compliance with patient-care regulations, professional standards, HIPAA, and AdaptHealth’s Compliance Program. It includes ongoing professional education, on-call responsibilities outside business hours according to company policy, and travel of up to 70% within the assigned region. The work environment may be stressful, with fluctuating office activity and possible exposure to angry or irate customers or patients.

Requirements

Associate degree from an accredited college required.
Valid and unrestricted driver’s license in the state of residence.
Strong ability to co-manage in a multi-site environment.
Ability to think and make decisions independently.
Strong analytical and problem-solving skills with attention to detail.
Excellent verbal and written communication skills.
Excellent customer service skills.
Proficient computer skills, including Microsoft Office and specifically Excel.
Ability to prioritize and manage multiple projects.
Ability to learn new technologies and technical aptitude to understand data flow through systems and interactions between systems.
Ability to bend, stoop, stretch, stand, and sit for extended periods.
Ability to perform repetitive wrist, hand, and/or finger motions due to extensive computer use.
Ability to lead others and change processes in a fast-paced work environment.
Ability to lift 30 pounds as needed.
Ability to travel up to 70% within the assigned region.
Ability to communicate effectively and respectfully with internal and external customers, demonstrating empathy, compassion, courtesy, and respect for privacy.

Nice To Haves

Bachelor’s degree preferred.
Five years of experience in HME leadership desired.
Relevant experience in health care, insurance customer services, claims, or billing preferred.

Responsibilities

Oversee timely and efficient liaison and consignment closet operations, including delivery, inventory replenishment, and order expediting.
Serve as a key escalation contact for Kaiser staff and patients and ensure prompt issue resolution.
Analyze 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 visit reports and telephone communication.
Communicate with regional and departmental leadership to review delivery resources and support organizational goals and metrics for patient care, safety, personnel, and maintenance.
Coordinate regular 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, ensuring consistency in par levels, product mix, and dispensing processes.
Lead, mentor, and develop regional liaisons as subject matter experts and resources for hospital staff.
Monitor performance metrics and accountability frameworks using role-based KPIs, operating standards, scorecards, and data-driven triggers.
Conduct performance reviews and provide career development guidance.
Select and hire qualified staff, oversee onboarding, provide comprehensive training, and give regular feedback.
Communicate job expectations; plan, monitor, and evaluate staff performance; coach, counsel, and discipline employees; and develop and enforce systems, policies, procedures, and productivity standards.
Establish annual department goals and objectives aligned with organizational strategic goals.
Work toward organizational performance and retention goals, including timely completion of performance evaluations.
Deliver ongoing in-person and virtual training to improve effectiveness and healthcare relationship management.
Ensure consignment closets use consistent procedures, 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 initiatives.
Maintain patient confidentiality and comply with HIPAA, assigned compliance training, educational requirements, and AdaptHealth’s Compliance Program.
Perform other related duties as assigned.