Contact Center Manager of Customer Care Center

Rotech Healthcare Inc.•Murray, KY

About The Position

Rotech Healthcare Inc. is seeking a Contact Center Manager to provide strategic and day-to-day operational leadership for its Specialty Products Team. The role combines established Durable Medical Equipment (DME) processes across multiple product lines to build and grow a team responsible for patient engagement, sales, and order fulfillment. The manager ensures the department meets operational, productivity, quality, financial, and customer-experience objectives, using performance data and KPIs to promote accountability, identify process improvements, and support sustainable business growth. The manager oversees the full patient order life cycle, including patient engagement and intake, order and ticket creation and submission, insurance verification, and fulfillment. The role also manages voice, email, chat, and text engagement channels; reviews marketing leads and outbound sales practices; and ensures patient accounts are appropriately documented. This position manages hiring, onboarding, employee development, performance, and retention, while working with internal departments, locations, vendors, and leadership to resolve operational issues and align processes. The ideal candidate is analytical, process-oriented, and comfortable leading a fast-growing, fast-paced operation.

Requirements

High school diploma or GED equivalent.
Effectively communicate in English, both orally and in writing.
Interpret verbal, non-verbal, written, listening, and visual communications.
Maintain confidentiality, discretion, and caution when handling sensitive information.
Multitask while maintaining attention to detail.
Demonstrate self-motivation, organization, time-management, and deductive problem-solving skills.
Work independently and as part of a team.
Employment is contingent on a company-wide background check; results are subject to individualized assessment in accordance with applicable laws.
Drug screening may apply depending on the position.
Healthcare facility credentialing compliance may apply depending on the position.
A valid driver's license in the state of residence and a clean driving record may be required depending on the position.

Nice To Haves

College degree.
Experience with customer service management, process management, and project management.
Experience with medical equipment.
Four years of related work experience.
Four years of leadership experience.
Knowledge of medical terminology.

Responsibilities

Analyze operational challenges and provide data-driven recommendations to improve performance, efficiency, quality, and profitability.
Communicate departmental results, challenges, and improvement initiatives to senior leadership.
Develop and maintain reporting on departmental performance, trends, opportunities, and risks.
Develop, implement, and improve processes, procedures, and workflows to increase efficiency, reduce errors, improve turnaround times, and enhance customer experience.
Establish, monitor, and maintain measurable department and employee performance standards.
Evaluate staffing needs based on workload, productivity, growth, and operational demand, and recommend staffing levels and resource allocation.
Oversee the full patient order life cycle, including patient engagement, order and ticket creation, patient intake for multiple product lines, ticket submission, insurance verification, and fulfillment.
Hold employees and leaders accountable for productivity, quality, service, and performance expectations.
Identify training and development needs and partner with leadership on targeted training and ongoing development plans.
Lead initiatives to improve employee engagement, accountability, productivity, quality, and customer experience.
Manage voice, email, chat, and text engagement channels to ensure timely responses and resolutions to patient needs.
Manage employee hiring, onboarding, development, performance management, and retention.
Monitor individual and team performance and provide coaching, feedback, recognition, and corrective action as appropriate.
Partner with other departments, locations, vendors, and leadership teams to resolve operational issues and align Specialty Products processes.
Provide day-to-day leadership for multiple DME Specialty Products and ensure department objectives, service levels, productivity, quality, and performance expectations are met.
Lead direct reports and foster accountability, collaboration, continuous improvement, and high performance.
Review processes to identify unnecessary steps, bottlenecks, inefficiencies, and opportunities for automation or workflow improvement.
Review daily, weekly, and monthly KPIs to identify trends, performance gaps, operational risks, and improvement opportunities.
Review marketing leads and ensure patients are contacted through outbound sales calls according to established cadence, accounts are properly notated, and orders are created and fulfilled.
Review word tracks and call scripts to ensure sales leads are approached in a way that facilitates sales.
Serve as the primary operational leader for the Specialty Products Team and position the department to support current needs and future growth.
Use operational data and reporting to develop action plans and performance improvement strategies.
Perform other duties and responsibilities as assigned.

Benefits

Generous paid time off and paid holidays.
Overtime pay for non-exempt positions, as applicable.
Commission for Account Executives.
Bonus and incentive opportunities.
Fixed and variable car reimbursement for Area Managers and Account Executives.
Car, mileage, and telephone reimbursement, as applicable.
Employee discount and recognition programs.
Employee Assistance Program (EAP).
401(k), HSA, and FSA/Dependent Care FSA.
Medical, prescription, dental, and vision coverage.
Life insurance, disability, accidental death, identity protection, and legal services.
Meru Health mental health and Mercer SmartConnect Medicare programs.
Livongo Diabetes and High Blood Pressure programs.
Healthcare Bluebook and RX Savings Solutions programs.
Hepatitis B and TB vaccinations.