Contact Center Manager of Customer Care Center

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At Rotech Healthcare Inc., we're more than a medical equipment provider-we're a trusted partner in patient care. As a national leader inventilators, oxygen therapy, sleep apnea treatment, wound care, diabetic solutions, and other home medical equipment, we empower patients to manage their health from the comfort of home.

With hundreds of locations across 45 states, our team delivershigh-quality products,exceptional service, andcompassionate supportthat helps patients live more comfortably, independently, and actively. Whether you're a clinician, technician, or healthcare administrator, your work at Rotech directly improves lives.

Explore more about our mission and services at Rotech.com.

Job Summary

We are seeking a dedicated Contact Center Manager to join the Rotech Team. In this position, you will be tasked with combining established stand-alone Durable Medical Equipment (DME) processes for multiple product lines to efficiently build a new support team that will be tasked with patient engagement, sales, and order fulfillment. In this role, you will provide strategic and operational leadership for the Specialty Products Team, overseeing day-to-day operations and ensuring the department consistently achieves established operational, productivity, quality, financial, and customer experience objectives. The Contact Center Manager will use performance data and Key Performance Indicators (KPIs) to drive accountability, identify opportunities for process improvement, and implement strategies that enhance efficiency, support business growth, and deliver sustainable results.

The ideal candidate will be highly analytical, process-oriented, and comfortable managing a fast-paced operation. Since this team is expected to quickly grow, this individual must be able to translate operational data into actionable strategies, make staffing recommendations to ensure KPIs, SLAs, and communicated timelines are met, hold teams accountable to established standards, and continuously identify opportunities to improve performance.

Essential Job Duties and Responsibilities

(Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.)

• Analyze operational challenges and provide leadership with data-driven recommendations to improve performance, efficiency, quality, and profitability.
• Communicate departmental results, challenges, and improvement initiatives to senior leadership on a regular basis.
• Develop and maintain reporting that provides leadership with clear visibility into departmental performance, trends, opportunities, and risks.
• Develop, implement, and continuously improve processes, procedures, and workflows designed to increase efficiency, reduce errors, improve turnaround times, and enhance the overall customer experience.
• Establish, monitor, and maintain measurable department and employee performance standards aligned with company expectations.
• Evaluate staffing requirements based on workload, productivity, business growth, and operational demand; make recommendations regarding staffing levels and resource allocation.
• Handle full patient order life cycle from patient engagement, order/ticket creation, patient intake process for multiple product lines, ticket submission, insurance verification, and ticket submission.
• Hold employees and leadership team members accountable for meeting established productivity, quality, service, and performance expectations.
• Identify training and development needs and partner with leadership to implement targeted training and ongoing development plans.
• Lead initiatives designed to improve employee engagement, accountability, productivity, quality, and customer experience.
• Manage multiple omni-channel engagement methods( Voice, Email, Chat, & Text), ensuring timely response and resolutions to patient needs.
• Manage the hiring, onboarding, development, performance management, and retention of department employees.
• Monitor individual and team performance and provide timely coaching, feedback, recognition, and corrective action when appropriate.
• Partner with other departments, locations, vendors, and leadership teams to resolve operational issues and ensure Specialty Products processes are aligned across the organization.
• Perform other duties and responsibilities as assigned.
• Provide day-to-day operational leadership for multiple Durable Medical Equipment (DME) Specialty Products provided by Rotech Healthcare, ensuring departmental objectives, service levels, productivity, quality, and performance expectations are consistently achieved.
• Provide leadership and direction to direct reports while fostering a culture of accountability, collaboration, continuous improvement, and high performance.
• Regularly review existing processes to identify unnecessary steps, bottlenecks, inefficiencies, and opportunities for automation or workflow improvement.
• Review and analyze daily, weekly, and monthly KPIs to identify trends, performance gaps, operational risks, and opportunities for improvement.
• Review marketing leads and ensures patients are being contacted via outbound sales calls according to established contact cadence, patient accounts are being properly notated, and orders are being created and fulfilled.
• Review word tracks or call script to ensure sales leads are being approached in a way to facilitate the sale.
• Serve as the primary operational leader for the Specialty Products Team and ensure the department is positioned to support current business needs and future growth.
• Use operational data and performance reporting to develop action plans and performance improvement strategies.
• Performs other duties as assigned

Leadership & Performance Expectations

The Manager, Specialty Products, is expected to:

• Collaborate effectively: Maintain strong communication with internal partners and leadership to ensure alignment and timely resolution of issues.
• Develop people: Build a high-performing team through coaching, development, recognition, and performance management.
• Drive accountability: Establish clear expectations and ensure employees and leaders are held accountable for results.
• Improve the process: Continuously challenge existing workflows and identify ways to improve efficiency, quality, and scalability.
• Lead the operation: Maintain strong day-to-day oversight of department activities and ensure priorities are executed effectively.
• Manage by the numbers: Consistently review KPIs and use data to identify trends, opportunities, and performance gaps.
• Think strategically: Anticipate operational needs and provide recommendations that support department growth and organizational objectives.

Employment is contingent on

• Background check (company-wide). Results will not be used automatically to disqualify individuals. Instead, the Company will conduct an individualized assessment that considers the duties of the position, the nature and timing of the offense, and any evidence of rehabilitation, in accordance with applicable laws.
• Drug screen (when applicable for the position)
• Compliance with healthcare facility credentialing process (when applicable for the position)
• Valid driver's license in state of residence with a clean driving record (when applicable for the position)

Required Education and/or Experience

• High school diploma or GED equivalent, required

Preferred Education and/or Experience

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

Skills and Competencies

• Effectively communicate in English; both oral and written
• Interpret a variety of communications (verbal, non-verbal, written, listening and visual)
• Maintain confidentiality, discretion and caution when handling sensitive information
• Multi-task along with attention to detail
• Self-motivation, organized, time-management and deductive problem solving skills
• Work independently and as part of a team

Machines, Equipment and Technical Abilities

• Email transmission and communication
• Internet navigation and research
• Microsoft applications; Outlook, Word and Excel
• Office equipment; fax machine, copier, printer, phone and computer and/or tablet

Physical Demands

• Lift and carry office equipment at times
• Requires sitting, walking, standing, talking and listening
• Requires close vision to small print on computer and/or tablet and paperwork

Benefits

• Generous paid time off and paid holidays
• Overtime pay for non-exempt positions (as applicable)
• Commissionfor 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 (HEPB) and TB vaccinations

Equal Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.Rotech Healthcare Inc. recruits, employs, trains, promotes, transfers, separates from employment and compensates employees without regard to membership in, association with, or perception of race, color, age, gender, gender identity, religion, creed, national origin, ancestry, citizenship, marital status, veteran status, sexual orientation, physical or mental disability, pregnancy or any other personal characteristic protected by applicable federal, state and local laws governing nondiscrimination in employment in each locality where Rotech has employees.