Manager, Training and Development

Position Summary:

The Manager of Training and Development has a broad range of responsibilities including planning, organizing,

and leading training programs while ensuring proper execution at all levels to and for, Front-End Operations.

Responsible for ensuring consistency in the delivery and application of training standards. And oversee the

planning, prioritization, and development of new training programs and initiatives, ensuring. that these programs

are consistent with the business strategies, objectives and needs. The shift and shift times will vary based on the

needs of department/individuals.

Departments included in “Front-End Operations” includes, but is not limited to, Diabetic Supplies Sales/Liaisons,

Intake (Referral Management), Scheduling, Customer Service, On-Call, Drop Ship, Fulfillment, Dispatch, and Quality

Control/Quality Assurance in all product lines.

Essential Functions and Job Responsibilities:

• Ensures consistency in the delivery and application of training standards across the business.
• Plan, prioritize and develop new training programs and initiatives, ensuring these are consistent with the

business needs.

• Follows company philosophies and procedures to ensure appropriate shipping method utilized for delivery of

service.

• Completes assigned compliance training and other educational programs as required.
• Maintain an up-to-date, robust training curriculum to ensure all new(er) and existing department employees

are trained in all processes in assigned department(s).

• Partner with leadership, Compliance and Human Resources to ensure proper training documentation is in

place for each employee.

• Maintain assigned department(s) job aids/tools and all training materials to ensure employees have

resources needed to perform their job duties. Creating, consolidating and/or improving tools per

department/role is critical.

• Maintain and monitor all standard operating procedures in assigned department(s).
• Ability to assess the needs of employees and select appropriate training methods or activities which may

include simulations, mentoring, on-the-job training.

• Has access to, and the ability to train on all software utilized within the assigned department(s) to improve

team/individual training. Educate on the use, formatting, and navigation of all software applications.

• Process training. Processes change regularly and has an impact on almost every department/employee’s

workflow. Frequent training sessions and communication to review changes is needed.

• Performance Improvement Plan (PIP) Assistance and Follow-up, as requested by Supervisor. This includes

assisting PIP employee with the intention to reach set goals, in conjunction with their direct Supervisor.

• Assisting with the assessment of Core Competency Tests to ensure high levels of competency are being

reached by department/role. Ensuring this information is documented in personnel files.

• Gather feedback from trainees after educational sessions. Document feedback in a uniform way and

determine improvements to sessions as needed.

• Assist in weekly call monitoring to ensure processes and standards are being followed, as requested by

Supervisor.

• In collaboration with leadership, provide real-time coaching and feedback to employees to increase their

proficiency, skills, knowledge, and abilities.

• Conduct individual and group training sessions covering specified areas such as refresher training, policy

updates, etc.

• Follow company policies and procedures as it relates to the job including using scripts, talking points,

processes, and reporting.

Job Title: Manager, Training and Development FLSA Classification: Exempt

Department: Operations Rev Date: 1/25

Reports To: Director, Training and Development Approved by: Human Resources

Job Description

• Demonstrate discipline and urgency to achieve and maintain high team/department work standards; works

productively and stays motivated.

• Take responsibility and act in accordance with AdaptHealth policies to protect Protected Health Information

(PHI) and other assets from unauthorized access, disclosure, modification, destruction, or interference.

• Maintain a safe work environment and report any potential safety hazards and/or injuries that may occur to

the appropriate party.

• Maintain patient confidentiality and function within the guidelines of HIPAA.
• Maintains compliant with AdaptHealth’s Compliance Program
• Perform other related duties as assigned.

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.

• 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.

Competency, Skills and Abilities:

• Ability to appropriately interact with customers (referrals, patients, insurances), leadership and staff.
• Independent decision making and ownership of responsibilities at a leadership level
• Analytical and problem-solving skills with attention to detail
• Excellent verbal and written communication skills
• Ability to prioritize tasks and manage multiple projects
• Expert user of learning and meeting technologies such as webinar and video teleconferencing preferred
• Proven ability to meet deadlines, manage multiple projects and work independently in a fast-paced

environment.

• Proficient use Adapthealth Software – Excel, Word, PowerPoint, Teams, PDF, Portal, OneDrive, Parachute,

Allscripts, Hospice link, Navinet, OTL, Brightree, PureCloud, Toolbox, BPC, etc.

• 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:

• High school diploma or equivalent is required; associated degree is preferred.
• Three (3) years’ work related in health care administrative, financial, or insurance customer services, claims, billing, call center or management regardless of industry is required.
• Minimum (1) year as effective location manager at AdaptHealth.
• Expert user of learning and meeting technologies such as webinar and video teleconferencing preferred