Contact Center Manager of Customer Care Center

Experience Required

4 - 20 years

Minimum Education Required

High School Diploma/G.E.D.

Compensation

$7.25 / hourly

Hours Per Week

40

Number Of Positions

1

Work Schedule and Shift Requirements

First (Day)

Job Description

About Rotech

Join a Leader in Home Healthcare

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.

Overview and Responsibilities

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.

Qualifications

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

Rotech Information

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

Make the right move-submit your resume today. Hiring managers review resumes and contact applicants whose experience aligns with the position. To check the status of a role you've applied for, Sign into your account.

All positions are posted for a minimum of five (5) days and remain open until filled by a qualified applicant, generally no longer than 200 days. Thank you for your interest in Rotech Healthcare Inc.

Florida applicants - Background screening is required through the Florida Care Provider Background Screening Clearinghouse: https://info.flclearinghouse.com/

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 r ace, color, age, gender, gender identity, r eligion, creed, national origin, ancestry, citizenship, marital status, veteran status, s exual 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.

Job Type

Full time

Benefits Offered

Not specified

Veteran Preference

No

Place of Work

On-site

Requisition ID

29102