Director of Inside Sales -Pap Re-Supply

VieMed Careers•Lafayette, LA

About The Position

Essential Duties and Responsibilities: Provide day-to-day oversight of the Inside Sales – PAP Resupply team to ensure activities are completed within established timelines and performance expectations. Collaborate with Team Leads and Supervisors to develop and monitor daily, weekly, monthly, and quarterly key performance indicators (KPIs). Track, analyze, and report Inside Sales performance metrics, including call quality, productivity, and accuracy. Conduct routine audits of call recordings to ensure compliance, quality standards, and effective customer engagement; provide coaching and feedback to support continuous improvement. Manage escalated customer calls and issues that cannot be resolved by team members. Identify and implement process improvements to enhance efficiency, quality, and overall team performance. Ensure compliance with all applicable federal, state, local, and healthcare industry regulations, and remain informed of regulatory changes and industry trends. Collaborate with leadership, including the Vice President, to develop and maintain best practices for the Inside Sales team. Coordinate and participate in regular team meetings and share knowledge to support team effectiveness. Develop and deliver onboarding and training programs to ensure consistent performance standards for new team members. Partner with analytics teams to leverage data insights for pipeline optimization, conversion rate improvement, profit optimization and overall revenue growth. Identify initiatives that support revenue growth, cost reduction, and improved patient satisfaction. Other duties as assigned. Please note this job description is not designed to cover and/or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties and responsibilities may change at any time with or without notice.

Requirements

Associate’s degree from an accredited college is preferred.
Proficient computer skills and knowledge of Microsoft Office.
Three (3) years’ work-related experience in healthcare administration, customer service, inside sales, call center, or management regardless of industry required.

Nice To Haves

Two (2) years of work-related experience in B2C Sales is preferred.
CPAP sales experience is preferred.

Responsibilities

Provide day-to-day oversight of the Inside Sales – PAP Resupply team to ensure activities are completed within established timelines and performance expectations.
Collaborate with Team Leads and Supervisors to develop and monitor daily, weekly, monthly, and quarterly key performance indicators (KPIs).
Track, analyze, and report Inside Sales performance metrics, including call quality, productivity, and accuracy.
Conduct routine audits of call recordings to ensure compliance, quality standards, and effective customer engagement; provide coaching and feedback to support continuous improvement.
Manage escalated customer calls and issues that cannot be resolved by team members.
Identify and implement process improvements to enhance efficiency, quality, and overall team performance.
Ensure compliance with all applicable federal, state, local, and healthcare industry regulations, and remain informed of regulatory changes and industry trends.
Collaborate with leadership, including the Vice President, to develop and maintain best practices for the Inside Sales team.
Coordinate and participate in regular team meetings and share knowledge to support team effectiveness.
Develop and deliver onboarding and training programs to ensure consistent performance standards for new team members.
Partner with analytics teams to leverage data insights for pipeline optimization, conversion rate improvement, profit optimization and overall revenue growth.
Identify initiatives that support revenue growth, cost reduction, and improved patient satisfaction.
Other duties as assigned.