Lead, Operations

Lead, Operations Specialist

The Lead, Operations Specialist is the subject matter expert and will be responsible for assisting leadership with oversight of their respective teams. This individual will provide feedback, training, and guidance to ensure operations staff is following department protocol and processes. This role will be responsible for handling any issues or problems that cannot be resolved from other members within the team. This individual will work closely with supervisor and leadership to develop operations process improvements. A Lead, Operations Specialist demonstrates advanced or expert knowledge, skills, and abilities.

Essential Functions and Job Responsibilities:

1. Mentors, guides and provide oversight assistance of the operations team.
2. Applies subject matter expertise in evaluating operations process need and improvements.
3. Assist in all branch operations including Delivery, Warehouse, Logistics and Respiratory staff (with appropriate clinical supervisory support, as required)
4. Conducts routine reviews to ensure that all necessary employee competencies are completed and updated routinely based on needs.
5. Identifies areas of improvement for operations based on day to activities.
6. Consults across teams, provides mentorship, and contributes specialized knowledge.
7. Develop and maintain working knowledge of current products and services offered by the company.
8. Demonstrates various techniques and documentation to streamline production process.
9. Identifies team member strengths and opportunities and reports findings up to supervisors.
10. Assumes responsibility for resolving team member escalations by working with multiple business partners while consistent communication is present with the member.
11. Coach's others on how to navigate through systems to find information as needed.
12. Assists with training new employees and assists other team members with problems they encountered while interacting with other organizational members.
13. Performs ad hoc deep dive analyses for specific operations problems.
14. Trains and develops team members to ensure AdaptHealth policy and protocol is being followed.
15. Takes escalated phone calls that cannot be effectively resolved by team members.
16. Assists in conducting team meetings to educate on operational processes, day to day operations and re-training efforts that are required.
17. Develops and enhances processes and operations job aides and standard operating procedures.
18. Provides quality feedback to other AdaptHealth leadership.
19. Leads special projects or assignments and delegates responsibilities to others.
20. Assume on-call responsibilities during non-business hours in accordance with company policy.
21. Retain knowledge of and consistently adhere to procedures for the use of Personal Protective Equipment (PPE), infection control and hazardous materials handling.
22. Develops and maintains working knowledge of current HME products and services offered by the company.
23. Maintains patient confidentiality and functions within the guidelines of HIPAA.
24. Completes assigned compliance training and other educational programs as required.
25. Maintains compliant with AdaptHealth's Compliance Program.
26. Performs other related duties as assigned.

Competency, Skills and Abilities:

• Leadership Skills
• Strong ability to co-manage in a multi-site environment
• Independent Thinker and Decision Maker
• Strong analytical and problem-solving skills with attention to detail
• Excellent verbal and written communication
• Excellent customer service skills
• Proficient computer skills and knowledge of Microsoft Office specifically Excel
• Ability to prioritize and manage multiple projects
• Solid ability to learn new technologies and possess the technical aptitude required to understand flow of data through systems as well as system interaction
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

Education and Experience Requirements:

• High School Diploma or equivalent required; Associated degree preferred
• Three (3) years' related experience in health care administrative, financial, or insurance customer services, claims, billing, call center or management regardless of industry required
• Two (2) HME claims experience is preferred
• Exact job experience is considered any of the above tasks in a Medicare certified HME, Diabetic, home medical supplies, Pharmacy, HH environment that routinely bills insurance.
• Valid and unrestrictive driver's license in the state of residence.

Physical Demands and Work Environment:

• Must be able to regularly lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 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 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.
• Mental alertness to perform the essential functions of position.
• Ability to effectively communicate both verbally and written with customers with the ability to demonstrate empathy, compassion, courtesy, and respect for privacy.