Manager, Kaiser Liaisons and Consignment Closets

Position Summary: 

The Manager of Kaiser Liaison and Consignment Closets oversee a geography that includes a team of operations liaisons and consignment closet functions across select Kaiser Permanente sites. This position is responsible for team leadership, closet setup/management, and direct oversight of training and development initiatives for individual liaisons across multiple Kaiser hospitals and clinics. Specifically, this role provides leadership, guidance, and coordination of services to ensure the timely distribution of all medical equipment, supplies, and services delivered to patient bedside and homes, ensuring adherence to strict delivery timeframes. Collaboration with leadership and Kaiser staff to improve patient services is key. This role may also serve as the site leader in the absences of on-site liaisons.

Essential Functions and Job Responsibilities: 

• Organizational Leadership
• Comply with all current government regulations and professional standards respecting patient care
• Participate in educational and professional programs and/or review professional literature on an ongoing basis to maintain knowledge and competence in current and developing techniques, professional standards, and the HME products and services offered by AdaptHealth
• Oversees timely and efficient execution of all liaison and closet operations including delivery, inventory replenishment, and order expediting as needed.
• Serves as the key point of contact for escalations made by Kaiser staff or patients, ensuring immediate resolution of issues.
• Responsible for root cause analysis and problem resolution for all operations reviewing trends of customer service failures, determines root cause, and implements appropriate communication / measures for 

Improvements

• Maintain rapport with ordering physicians and referral sources. Inform the physicians and pertinent others of changes in the patient’s status through visit reports and telephone communication
• Conduct consistent communication with regional and departmental leadership throughout organization to review delivery resources to maintain the organizational goals and metrics for patient care, safety, personnel, and maintenance
• Works with others to ensure initial and ongoing training occurs regularly with return demonstration and accountability as evidenced by achieving operational and regulatory audit goals.
• Assume on-call responsibilities during non-business hours in accordance with company policy
• Assists with consignment closet design and management to ensure consistency in par levels, product mix, and dispensing processes

Team Leadership & Development

• Leads, mentors, and develops team of regional liaisons, developing them into subject matter experts and key resources for hospital staff
• Monitors performance metrics and accountability frameworks, using role-based KPIs, operating standards and scorecards with data-driven triggers to enable consistent execution, accountability and continuous improvement.
• Fosters culture of continuous learning and professional development within the training organization.
• Conducts regular performance reviews and provides career development guidance. 
• Responsible for selection and hiring of qualified staff, ensuring effective on-boarding, and providing comprehensive training and regular feedback
• Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards
• Establishes annual goals and objectives for the department based on the organization’s strategic goals
• Responsible for achieving organizational performance and retention goals, including timely completion of performance evaluations Ongoing Liaison and Closet Development 
• Delivers ongoing in-person and virtual training sessions to boost effectiveness and healthcare relationship management. 
• Ensure all consignment closets are set up with consistent procedures, par levels, and equipment types

Stakeholder Engagement & Partnership

• Collaborates with field operations leaders to align training priorities with operational objectives.
• Partners with HR leadership on talent development, succession planning, and performance management initiatives 

General Responsibilities

• Maintain patient confidentiality and function within the guidelines of HIPAA.
• Completes assigned compliance training and other educational programs as required. 
• Maintains compliance with AdaptHealth’s Compliance Program.
• Performs other related duties as assigned.

Competency, Skills and Abilities:

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

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 desired
• 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 may 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
• Mental ability to lead others and change processes in a fast-paced work environment
• Must be able to lift 30 pounds as needed
• Excellent ability to communicate both verbally and in writing
• May be exposed to angry or irate customers or patients
• Must be able to travel up to 70% within assigned region. Ability to effectively communicate both verbally and in writing with internal and external customers, demonstrating empathy, compassion, courtesy, and respect for privacy.