Inside Sales Manager

The Inside Sales Manager is responsible for leading and developing the CPAP Resupply Inside Sales team. This position oversees the daily operations and performance of sales representatives, ensuring exceptional customer service, regulatory compliance, and achievement of sales and operational goals.

The manager is responsible for driving revenue growth through effective leadership, coaching, process improvement, and performance management while maintaining a patient-first approach. This role works closely with Operations, Billing, and Customer Service to ensure patients receive timely CPAP resupply orders and outstanding service.

Essential Duties and Responsibilities

Leadership & Team Management

• Lead, motivate, and develop a team of 6–15 Inside Sales Representatives.
• Establish clear performance expectations and hold team members accountable to established goals.
• Conduct regular coaching sessions, one-on-one meetings, and performance evaluations.
• Recruit, interview, onboard, and train new team members.
• Create a positive, professional, and collaborative team culture.
• Address performance concerns promptly through coaching, corrective action, and performance improvement plans when necessary.

Sales & Customer Service

• Drive CPAP resupply sales while ensuring patients receive appropriate equipment and supplies based on insurance guidelines and physician orders.
• Monitor sales performance, conversion rates, and productivity metrics.
• Ensure representatives provide outstanding service through phone, text messaging, email, and other approved communication channels.
• Identify opportunities to improve patient retention and increase reorder compliance.
• Resolve escalated patient concerns professionally and efficiently.

Operations & Compliance

• Ensure adherence to Medicare, Medicaid, commercial insurance, HIPAA, and company policies.
• Monitor order accuracy and documentation to support reimbursement requirements.
• Maintain efficient workflows that support timely order processing and shipping.
• Collaborate with Billing, Customer Service, Inventory, and Clinical departments to resolve operational issues.
• Identify workflow improvements that increase efficiency and enhance the patient experience.

Performance Management & Reporting

• Track and analyze individual and team performance metrics.
• Prepare reports on sales, productivity, quality, and customer satisfaction.
• Forecast sales activity and staffing needs.
• Monitor key performance indicators (KPIs) and implement action plans to achieve departmental goals.
• Utilize CRM and Brightree systems to monitor performance, manage workflows, and identify opportunities for improvement.

Training & Development

• Develop and deliver ongoing sales, compliance, and customer service training.
• Ensure employees remain knowledgeable on CPAP equipment, resupply schedules, insurance requirements, and company procedures.
• Foster continuous learning and professional development within the department.

Qualifications

Education

• Bachelor's degree in Business, Healthcare Administration, Marketing, or a related field preferred.
• Equivalent combination of education and experience may be considered.

Experience

• Minimum of 2 years of management or supervisory experience.
• Minimum of 3 years of inside sales, customer service, or healthcare sales experience preferred.

Knowledge, Skills & Abilities

• Strong leadership and team-building skills.
• Excellent written and verbal communication skills.
• Ability to coach, mentor, and develop employees.
• Strong organizational and time management skills.
• Ability to analyze data and make informed business decisions.
• Experience managing KPIs, productivity metrics, and sales performance.
• Proficiency with CRM software, Microsoft Office, and Brightree preferred.
• Knowledge of Medicare, commercial insurance, and DME documentation requirements is preferred.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and conflict-resolution skills.
• Professional written communication skills, including the ability to communicate policies, expectations, and procedures clearly and appropriately across email, text, Teams, and other business communication platforms.

Physical Requirements

• Sitting and working at a computer.
• Frequent use of telephone and computer equipment.
• Ability to lift up to 50 pounds.
• Ability to work in warehouse as needed.

Work Environment

• Office-based position with no routine travel required.
• Needs to visit warehouse to pull inventory.
• Helps with loading and receiving.
• Standard business hours with occasional extended hours as needed to meet departmental objectives.

Texas Home Medical, Inc. is an independently owned and operated company dedicated to providing the best home medical and respiratory services available. We are committed to providing equipment that meets the standards of our industry, while providing patient services based on our respect of our individual patient's rights.