Manager, Regional Program

Position Summary

The Regional Program Manager serves as a regional manager responsible for overseeing regional client relationships with payers and referral sources, monitoring service performance, and driving operational improvements. This role coordinates communications, manages expectations, and facilitates resolution management with AdaptHealth teams for specific client agreements. The primary objective is to ensure contractual commitments are met or exceeded while supporting business needs through effective communication, reporting, and continuous improvement initiatives.

Essential Functions & Responsibilities

Regional Client Management

• Oversee payer and referral source relationships within assigned region. 
• Manage client expectations and maintain ongoing communication. 
• Coordinate with AdaptHealth teams to support specific client agreements. 
• Monitor compliance with contractual obligations and service level agreements. 
• Provide specialized support for large, capitated contracts and strategic accounts. 
• Ensure high-touch service delivery for enterprise-level client relationships.

Performance Monitoring and Improvement

• Track service performance metrics against established benchmarks.
• Identify areas for operational improvements and efficiency gains.
• Collaborate with internal teams to implement process enhancements.
• Ensure contractual commitments are consistently met or exceeded.

Communication and Coordination

• Facilitate communication between clients, internal teams, and stakeholders.
• Prepare and distribute performance reports and status updates.
• Coordinate cross-functional meetings and project activities.
• Maintain documentation of client interactions and service delivery.

Issue Resolution Management

• Lead resolution efforts for escalated customer and client issues.
• Work with AdaptHealth teams to address service-related concerns.
• Document resolution processes and outcomes.
• Implement preventive measures to reduce future escalations.
• Promote the mission, vision, and values of the organization.

Executive and Strategic Coordination

• Collaborate closely with Regional Vice President, Operations on strategic initiatives and regional performance.
• Work with Contract Management team to ensure contract compliance and support renewal processes.
• Provide regular updates and recommendations to senior leadership on regional client performance.
• Support strategic planning and business development activities within the region.
• Develop and maintain working knowledge of current products and services offered by the company.
• Maintain patient confidentiality and function within the guidelines of HIPAA.
• Complete assigned compliance training and other educational programs as required.
• Maintain compliance with AdaptHealth's Compliance Program
• Perform other related duties as assigned.

Competency, Skills and Abilities:

• Exceptional communication and interpersonal skills for managing client relationships and cross-functional collaboration.
• Advanced problem-solving and analytical thinking abilities to resolve complex operational issues.
• Strong project coordination and organizational skills to manage multiple client agreements simultaneously.
• Demonstrated ability to prioritize competing demands and meet critical deadlines.
• Strategic vision and forward-thinking approach to regional business development
• Decisive decision-making capabilities for resolving business problems and identifying priorities.
• Client-focused leadership approach with emphasis on service excellence
• Adaptability and resilience in dynamic healthcare environment
• High-level proficiency with Microsoft Office Suite (Excel, Outlook, PowerPoint)
• Experience with reporting tools and data management systems
• Ability to create and analyze performance metrics and dashboards.
• Comprehensive understanding of healthcare payer systems and reimbursement processes
• Working knowledge of service level agreements and contract terms
• Familiarity with quality assurance and performance improvement methodologies
• Understanding of healthcare referral networks and provider relationships
• Knowledge of operational processes, contract law, and financial management principles
• Team development and mentoring capabilities (though role has no direct reports)
• Financial acumen for understanding contract performance and business impact.
• Ability to influence and coordinate across departments without direct authority.

Education and Experience Requirements:

• Bachelor's degree in relevant field
• Five (5) years' experience in client relationship management or healthcare operations
• Experience with contract management and performance monitoring
• Background in healthcare payer or referral relationships preferred.
• Valid and unrestricted driver's license in the state of residence

Physical Demands and Work Environment:

• Must be able to bend, stoop, stretch, stand, and sit for extended periods.
• Ability to perform repetitive motions of wrists, hands, and/or fingers due to extensive computer use.
• Work environment may be stressful at times, as overall office activities and work levels fluctuate.
• Subject to long periods of sitting and exposure to computer screen.
• May be exposed to angry or irate customers, patients, or referral sources.
• Ability to utilize a personal computer and other office equipment.
• Must be able to lift 30 pounds as needed.
• Requires regular travel throughout the region.
• Excellent ability to communicate both verbally and in writing.