Contact Center Manager

Overview

Lead Teams. Manage Outreach. Optimize Patient Programs.

 

As a Contact Center Manager, You Will:

• Oversee the Contact Center Outreach team and programs, including Hospital Avoidance, LDC Outreach, and NTUC Outreach.

• Manage Non-Clinical Care Coordinators and ensure quality, process efficiency, and schedule adherence.

• Monitor response times, referral acceptance, non-admissions, and pending patients to maximize efficiencies with vendor partners.

• Develop and deliver training, user support, and problem-solving guidance for team members.

• Collaborate with regional, area operations, and sales leadership to coordinate outreach services and resolve vendor or platform issues.

• Maintain telephony platform profiles and campaigns to ensure timely updates.

• Conduct web and in-classroom training as needed for new employees.

• Ensure compliance with HIPAA, company policies, and ethical standards.

About You

Qualifications – What You’ll Bring:

• Bachelor’s degree

• 2 years supervisory experience in a hospice or healthcare setting

• Strong interpersonal and customer service skills

• Excellent organizational skills with attention to detail

• Ability to manage multiple projects simultaneously

• Able to work independently and collaboratively in a team environment

• Experience hiring, training, and mentoring staff in a remote or virtual environment

• Knowledge of call center or contact center metrics and systems preferred

• Ability to work with confidential information and maintain compliance with regulatory standards

Preferred Qualifications (Not Required):

• Valid Registered Nurse license

• Compact nurse licensure or licensure by endorsement in states covered by Contact Center team

• Experience in development of policies, procedures, and training materials

We Offer

Benefits for All Associates (Full-Time, Part-Time & Per Diem):

• Competitive Pay• 401(k) with Company Match• Career Advancement Opportunities• National & Local Recognition Programs• Teammate Assistance Fund

 

Additional Full-Time Benefits:

• Medical, Dental, Vision Insurance• Mileage Reimbursement or Fleet Vehicle Program• Generous Paid Time Off + 7 Paid Holidays• Wellness Programs (Telemedicine, Diabetes Management, Joint & Spine Concierge Care)• Education Support & Tuition Assistance• Free Continuing Education Units (CEUs)• Company-paid Life & Long-Term Disability Insurance• Voluntary Benefits (Pet, Critical Illness, Accident, LTC)

 

Apply today and lead a team that drives outreach, patient engagement, and operational excellence.

Legalese

• This is a safety-sensitive position
• Employee must meet minimum requirements to be eligible for benefits
• Where applicable, employee must meet state specific requirements
• We are proud to be an EEO employer
• We maintain a drug-free workplace

 

Our Company

At Gentiva, it is our privilege to offer compassionate care in the comfort of wherever our patients call home. We are a national leader in hospice care, palliative care, home health care, and advanced illness management, with nearly 600 locations and thousands of dedicated clinicians across 38 states.

 

Our place is by the side of those who need us – from helping people recover from illness, injury, or surgery in the comfort of their homes to guiding patients and their families through the physical, emotional, and spiritual effects of a serious illness or terminal diagnosis.

 

Our nationwide reach is powered by a family of trusted brands that include:

• Hospice care: Gentiva Hospice, Emerald Coast Hospice Care, Heartland Hospice, Hospice Plus, New Century Hospice, Regency SouthernCare, SouthernCare Hospice Services, SouthernCare New Beacon
• Palliative care: Empatia Palliative Care, Emerald Coast Palliative Care
• Home health care: Heartland Home Health
• Advanced illness management: Illumia Health

 

With corporate headquarters in Atlanta, Georgia, and providers delivering care across the U.S., we are proud to offer rewarding careers in a collaborative environment where inspiring achievements are recognized – and kindness is celebrated.