Senior Manager, Operations

Senior Manager Operations

The Senior Manager Operations is responsible for overseeing and coordinating multiple operational departments including scheduling, qualification, authorization, customer service, and delivery operations for Durable Medical Equipment (DME), Positive Airway Pressure (PAP) devices, and oxygen therapy services. This role ensures integrated operational excellence across service lines while driving performance optimization, regulatory compliance, and strategic initiatives.

Essential Functions and Job Responsibilities:

• Multi-Departmental Leadership and Management: Lead and coordinate multiple operational departments including scheduling, qualification, authorization, and customer service teams. Manage department managers, supervisors, and cross-functional teams while ensuring alignment with organizational objectives and operational excellence standards.
• Strategic Planning and Operational Excellence: Develop and implement integrated operational strategies that optimize workflow efficiency, resource utilization, and service delivery across all departments. Lead strategic planning initiatives, establish operational goals, and drive continuous improvement programs to enhance overall performance.
• Performance Management and Metrics Oversight: Monitor and analyze key performance indicators across multiple departments including patient satisfaction, processing times, quality metrics, and financial performance. Generate executive reports, identify trends, and implement corrective actions to achieve operational targets.
• Cross-Functional Coordination and Integration: Ensure seamless coordination between scheduling, qualification, authorization, billing, clinical, and delivery teams. Lead cross-departmental projects, resolve operational conflicts, and optimize workflow processes to enhance patient experience and operational efficiency.
• Budget Management and Financial Oversight: Develop and manage operational budgets for multiple departments, monitor expenses, and optimize resource allocation to achieve financial targets. Analyze cost-effectiveness of operational processes and implement cost reduction initiatives while maintaining service quality.
• Regulatory Compliance and Quality Assurance: Ensure all operational activities comply with Medicare guidelines, Medicaid requirements, state regulations, and industry standards. Oversee compliance audits, manage regulatory reporting, and maintain quality assurance programs across all operational functions.
• Staff Development and Training Programs: Design and implement comprehensive training and development programs for operational staff across multiple departments. Conduct performance evaluations, manage succession planning, and foster professional growth within the operational teams.
• Technology Implementation and Process Optimization: Lead technology implementations, system upgrades, and process automation initiatives across operational departments. Collaborate with IT department on system integrations, data analytics, and digital transformation projects to enhance operational capabilities.
• Customer Experience and Service Excellence: Drive customer-centric operational initiatives to enhance patient satisfaction and service delivery quality. Implement voice-of-customer programs, resolve escalated customer issues, and ensure consistent service excellence across all patient touchpoints.
• Vendor Management and External Relations: Manage relationships with technology vendors, service providers, and external partners that support operational functions. Oversee contract negotiations, performance evaluations, and vendor relationship management to optimize service delivery and cost-effectiveness.
• Risk Management and Business Continuity: Identify and mitigate operational risks, develop contingency plans, and ensure business continuity during system outages, regulatory changes, or operational disruptions. Implement risk management frameworks and maintain operational resilience.
• Change Management and Process Improvement: Lead organizational change initiatives, process reengineering projects, and operational transformation programs. Drive adoption of new processes, technologies, and operational models while managing change impact across multiple departments.
• Maintains patient confidentiality and functions within the guidelines of HIPAA.
• Completes assigned compliance training and other education programs as required.
• Maintains compliance with AdaptHealth's Compliance Program.
• Performs other related duties as assigned.

Competency, Skills, and Abilities:

• Healthcare Operations Management: Comprehensive knowledge of healthcare operations, DME industry practices, regulatory requirements, and multi-departmental management with proven track record of operational excellence
• Leadership and Team Management: Strong leadership skills, team development capabilities, conflict resolution abilities, and experience managing managers and supervisors across multiple functional areas
• Strategic and Analytical Thinking: Advanced analytical skills, strategic planning capabilities, process optimization expertise, and ability to translate data into actionable insights and improvement initiatives
• Communication and Relationship Building: Excellent written and verbal communication skills with ability to influence stakeholders at all levels and build collaborative relationships across departments and external partners
• Professional Attributes: High integrity, adaptability to changing business needs, results-oriented mindset, and commitment to regulatory compliance and patient advocacy
• Work Style: Ability to manage competing priorities, lead through influence, and drive results across multiple departments while fostering collaborative team environment and continuous improvement culture

Requirements:

Education and Experience Requirements:

• Associate's degree in healthcare administration, Business Administration, Finance, or related field required.
• Bachelor's degree in healthcare administration, Business Administration, or related field preferred
• 8+ years of healthcare operations management experience required
• Previous experience managing DME, respiratory services, or healthcare qualification operations preferred.
• Previous experience in DME, respiratory services, or healthcare operations preferred

Physical Demands and Work Environment:

• Extended sitting at computer workstations with repetitive keyboard use; occasional standing, bending, and lifting to 10 pounds.
• Professional office setting with variable stress levels during audit deadlines and project timelines.
• Proficiency with computers, office equipment, and audit software applications
• Sustained concentration, diligence, and ability to manage confidential information with discretion.
• Communication: Professional verbal and written communication skills for stakeholder interactions at all organizational levels
• Ability to work independently with minimal supervision and availability for extended hours when required.