Vacancy title:
Director, Customer Service

[Type: FULL_TIME, Industry: Healthcare, Category: Customer Service]

Jobs at:
AdaptHealth

Deadline of this Job:
Thursday, July 31 2025

Duty Station:
Kenya | Nairobi | Kenya

Summary
Date Posted: Monday, July 21 2025, Base Salary: Not Disclosed

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JOB DETAILS:

The Director of Customer Service leads the strategic development, market development, growth, and operations of Customer Service. Additionally, responsible for improving the synergy between these program and regions to improve patient care, process flow, communication, as well as program outcomes. The Director will work in coordination with other members of leadership to identify areas of opportunity and growth for its related product lines. They will improve overall operational efficiency for better patient outcomes and support the diversification growth strategy for the company.

Job Duties:

• Develops and monitors operational budgets including variance analysis, return on investment and appropriate action plans for remediation.
• Identifies cost reductions/efficiencies/revenue enhancements and makes any changes within areas of responsibility.
• Identifies and implements strategies to increase revenue and market share for defined programs.
• Uses critical thinking and problem-solving skills to achieve departmental goals and balance workload.
• Integrates industry best practice and evidence-based practice into programs and standards of care.
• Develops effective program models and measures outcomes that are patient centered rather than product line centered.
• Consistently manages operating teams to ensure achievement of organizational values, goals, strategic plan, and mission.
• Ensures departmental completion and compliance with Company Quality Improvement initiatives and objectives and meets ACHC and regulatory requirements.
• Responsible for selection and hiring of qualified staff, ensuring an 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.
• Collaborate with leadership to develop the Customer Service program and improve patient satisfaction.
• Work with mid-level managers to create daily, weekly, monthly, and quarterly key performance Indicators.
• Work with mid-level managers and contract price table management to assure that all accurate billing and payor information is added into the AdaptHealth system.
• Assesses and set goals for all related metrics including productivity, denial management, days sales outstanding, accounts receivable turnover, accounts receivable aging composition, account volume per office, etc.

Management/Supervision:

• Responsible for selection and hiring of qualified staff, ensuring an 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.

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 skill

Requirements

Minimum Job Qualifications:

• An associate degree from an accredited college required, bachelor’s degree preferred.
• Five (5) years’ experience in HME or proven leadership related experience is required.
• Relevant experience in health care administrative, financial, insurance customer services, claims, billing, home health and/or medical terminology training preferred.
• Valid and unrestricted driver’s license in the state of residence

Work Hours: 8

Experience in Months: 60

Level of Education: bachelor degree

Job application procedure

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