Manager, Operations

Description

Position Summary:

The Manager of Operations oversees daily operations within one or multiple branch locations, providing leadership, guidance, and coordination to ensure accurate and timely distribution of medical equipment, supplies, and services to patients' homes. This role collaborates with leadership, health systems, hospice partners, and key community referral sources to continuously improve patient services. The Manager of Operations serves as the site leader when on-site at assigned location(s) and is responsible for appointing a designee to serve in this capacity during their absence.

Essential Functions and Job Responsibilities:

• Serves as the site leader when on-site at assigned location(s), ensuring operational continuity and appointing a qualified designee to assume site leadership responsibilities during absences.
• Oversees daily branch operations including Delivery, Warehouse, Logistics, and Respiratory staff (with appropriate clinical supervisory support, as required) to ensure timely and efficient execution of services.
• Manages branch budget, monitors financial performance against targets, and controls operational costs to achieve profitability and efficiency goals.
• Ensures all branch services comply with federal, state, and local regulations, including requirements from CMS, Department of Health, DOT, FDA, OSHA, and the company's accreditation organization.
• Oversees delivery fleet management including vehicle maintenance, safety compliance, DOT requirements for drivers, and accident/incident management.
• Ensures the dispatch team routes orders efficiently, meeting, or exceeding productivity and cost-per-delivery goals while ensuring timely and accurate service delivery.
• Controls branch-level inventory and places purchase orders in accordance with company restocking protocols, collaborating with department leaders to ensure timely, efficient, and clinically safe delivery of goods and services.
• Monitors and achieves key performance indicators including delivery times, order accuracy rates, patient satisfaction scores, and operational efficiency metrics.
• Oversees branch facility maintenance, warehouse organization, safety standards, and equipment maintenance (forklifts, warehouse equipment, etc.).
• Manages operational systems and technology platforms (routing software, inventory management, DME systems) to drive process improvements and operational efficiency.
• Identifies service trends, addresses customer concerns, and conducts root cause analysis to implement corrective measures and improve patient experience.
• Collaborates cross-functionally with Billing, Customer Service, Clinical, and other departments to resolve complex operational and patient issues.
• Maintains relationships with ordering physicians and referral sources, communicating patient status changes through visit reports and timely correspondence.
• Communicates regularly with regional and departmental leadership to align delivery resources with organizational goals and metrics for patient care, safety, personnel, and maintenance.
• Contributes to regional and organizational growth initiatives, driving process improvement and operational efficiency projects.
• Ensures initial and ongoing staff training occurs regularly with accountability measures, achieving operational and regulatory audit goals.
• Assists in resolving patient equipment problems during emergency conditions and supports preventative maintenance and service checks on home respiratory equipment.
• Assumes on-call responsibilities during non-business hours in accordance with company policy.
• Participates in continuing education and professional development to maintain current knowledge of industry standards, techniques, and AdaptHealth's HME products and services.
• Maintains patient confidentiality in compliance with HIPAA guidelines and completes all assigned compliance training and educational programs.
• Adheres to AdaptHealth's Compliance Program and all applicable company policies, procedures, and patient protocols.
• Performs other related duties as assigned.

Management/Supervision:

• Recruits, selects, and hires qualified staff; provides effective onboarding, comprehensive training, and regular performance feedback.
• Develops workforce plans, creates staff schedules to meet operational demands, and manages labor hours and overtime to control costs.
• Communicates job expectations, monitors performance, and provides coaching, counseling, and disciplinary action as needed to achieve staff results.
• Establishes annual departmental goals and objectives aligned with the organization's strategic priorities.
• Achieves organizational performance and retention goals, including timely completion of employee performance evaluations.

Competency, Skills and Abilities:

• Leadership Skills
• Strong ability to co-manage in a multi-site environment
• Independent Thinker and Decision Maker
• Strong analytical and critical thinking 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

Requirements

Education and Experience Requirements:

• An associate degree from an accredited college required, bachelor’s degree preferred
• Five (5) years’ experience in the HME leadership is required
• Relevant experience in health care, insurance customer services, claims, billing is preferred
• Valid and unrestricted driver’s license in the state of residence

Physical Demands and Work Environment:

• Work environment will be stressful at times, as overall office activities and work levels fluctuate
• Must be able to bend, stoop, stretch, stand, and sit for extended periods of time
• Subject to long periods of sitting and exposure to computer screen
• Ability to perform repetitive motions of wrists, hands, and/or fingers due to extensive computer use
• Must be able to lift 50 pounds as needed
• Excellent ability to communicate both verbally and in writing
• May be exposed to angry or irate customers or patients
• Ability to effectively communicate both verbally and written with internal and external customers with the ability to demonstrate empathy, compassion, courtesy, and respect for privacy.
• Maybe required to travel as needed