Lead, Operations

About the role

At AdaptHealth we offer full-service home medical equipment and related services that empower patients to live their best lives – beyond the hospital and at home. With supporting locations across the nation, AdaptHealth is the vital link in the healthcare ecosystem that bridges the gap between patients, providers, and high-quality, compassionate care. The Lead Operations Specialist supports the Operations Team through multiple tasks required for the successful support of each region’s individual needs, serves as a subject matter expert, conducts new hire training, mentors the team, and as needed delivers and sets up medical equipment. The Adapt Difference includes commitment to our people with support, development, and advancement opportunities; competitive compensation and incentives; comprehensive total rewards and benefits; industry-leading care and innovation; and responsible environmental stewardship.

Responsibilities

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

Skills

• Excellent ability to communicate both verbally and in writing.
• Ability to prioritize and manage multiple tasks.
• Proficient computer skills and knowledge of Microsoft Office.
• Solid ability to learn new technologies and possess the technical aptitude required to understand flow of data through systems as well as system interaction.
• General knowledge of Medicare, Medicaid, and Commercial health plan methodologies and documentation requirements preferred.
• Work well independently and as part of a group.
• Ability to adapt and be flexible in a rapidly changing environment, be patient, accountable, proactive, take initiative and work effectively on a team.

Requirements

• High school diploma or equivalent required; Associate’s degree in healthcare administration, Business Administration, or related field preferred.
• Valid and unrestricted driver's license in the state of residence.
• Related experience in health care administrative, financial, or insurance customer services, claims, billing, call center or management regardless of industry.
• Exact job experience in health care organization, pharmacy that routinely bills insurance or provides Diabetics, Medical Supplies, HME, Pharmacy or healthcare (Medicare certified) services.
• Company conducted Background Check is required for all roles.
• Company conducted Motor Vehicle Record Check is required for driving roles.
• Clinical roles require valid licensure/certification, where applicable.
• In accordance with Florida law, candidates applying for positions located in Florida are required to undergo background screening through the Florida Care Provider Background Screening Clearinghouse, as applicable.
• In accordance with California law, candidates applying for positions located in California that require on-site presence at a Home Medical Device Retailer (HMDR) facility must obtain a California Department of Public Health (CDPH) Exemptee License, including completion of state-approved training and a course completion certificate.

Work environment

• Must be able to regularly lift and/or move up to 50 pounds, frequently lift and/or move up to