• Manage and support a team of patient services representatives, including recruitment, hiring, onboarding, training, performance reviews, and ongoing coaching • Supervise daily operations of the patient services department, encompassing call handling, order processing, and comprehensive documentation • Provide overall supervision and oversight of call center operations to ensure optimal performance • Monitor service levels and team KPIs to ensure quality, timeliness, and accuracy of patient interactions and documentation • Track and analyze contact center performance metrics including call volumes, hold times, first-call resolution rates, and patient satisfaction scores • Identify opportunities for operational improvements, process streamlining, and staff development initiatives • Implement performance improvements and best practices based on data-driven insights • Handle escalated patient concerns and service issues with professionalism, empathy, and commitment to timely resolution • Ensure all patient interactions meet the highest standards of care and service excellence • Maintain focus on patient-centered service delivery across all touchpoints • Collaborate effectively with clinical, sales, billing, and logistics teams to ensure coordinated care and smooth workflow processes • Maintain open and proactive communication between the contact center, company locations, and other departments • Foster strong interdepartmental relationships to optimize patient outcomes • Ensure the call center operates in full compliance with company policies, procedures, and AdaptHealth protocols • Manage information and technical systems within the call center environment • Stay current with regulatory requirements and industry best practices in patient services