Care Manager Jobs in Kentucky

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.

• 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

• 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.

• 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)

• High school diploma or GED equivalent, required

• 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

• 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

• 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

• 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