OVERVIEW

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 in ventilators, 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 delivers high-quality products, exceptional service, and compassionate support that 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 INFORMATION

Job Summary

We are seeking a dedicated Customer Care Manager to join our team. This position oversees and assists representative performance in high volume call center. Receive and assist with inbound calls and enters information into computer for customer service. In the state of NY this position pays between $65k/yr. - $70k/yr. depending on related experience 

 

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.)

• Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
• Answer representative questions, guide them through difficult calls or issues, diffuse upset customers and/or handle issues that cannot be fielded by the representatives or supervisors
• Authorize replacements or refunds
• Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
• Effectively identify problems and works out effective resolutions
• Ensure staff is achieving desired call levels and take corrective action as needed
• Lead team meetings, coach supervisors regarding processes and practices, and explain expectations to employees
• Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
• Prepare reports and analyze call center data to catch trends, improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing Q/A audits and analyses
• Performs other duties as assigned

QUALIFICATIONS

Employment is contingent on

• Background investigation (company-wide)
• Drug screen (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 
• Two years’ experience supervising a call center; or equivalent combination of education and experience, required

Preferred Education and/or Experience

• Associates degree or equivalent from two-year College or technical school

• Two years of related work experience, preferred
• AS400 experience, preferred

Skills and Competencies

• Accurately perform simple mathematical calculations
• 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

Physical Demands

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

Machines, Equipment and Technical Abilities

• Email transmission and communication
• Internet navigation and research
• Microsoft applications; Word and Excel
• Accounting, database, inventory and payroll software’s
• Office equipment; fax machine, copier, printer, phone and computer and/or tablet

ROTECH INFORMATION

Benefits

• Generous paid time Off and paid holidays
• Overtime pay for non-exempt hourly positions based on business needs
• Commission for Account Executives
• Fixed and variable rate car reimbursement for Area Managers and Account Executives
• Employee discount program
• Employee recognition program
• Bonus and incentive opportunities 
• Mileage reimbursement (when applicable for the position)
• Telephone reimbursement (when applicable for the position)
• EAP
• 401k, HSA and FSA/Dependent Care FSA
• Medical, Prescription, Dental and Vision
• 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
• HEPB and TB vaccinations 

Make the Right Move and Submit your Resume Today! The hiring manager reviews resumes and contacts applicants that have related experience to the applied position. To view the status of a position that you submitted your profile to, Sign into your account. All positions are posted for a min of 5 days and positions are opened until filled with a qualified applicant, generally no greater than 200 days. We appreciate your interest in Rotech Healthcare Inc.

 

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.