Manager, Operations

About the role

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.

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.
• Safeguards 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.
• Maintains key performance indicators including delivery times, order accuracy rates, patient satisfaction scores, and operational efficiency metrics.
• Controls 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.
• Maintains staff training 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.

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.
• A 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.
• 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.
• May be required to travel as needed.