Supervisor, Customer Experience Operations - 8:15 a.m. – 5:00 p.m. (ET)

AT LIFENET HEALTH, YOU ARE THE ADVANTAGE

Every day, YOU help us to save lives, restore health, and bring hope to patients and families around the world. At LifeNet Health, we cultivate growth, innovation, and collaboration, where your contributions drive solutions that benefit humanity.

Together, we are united by a mission greater than ourselves, a purpose rooted in healing.

ABOUT THIS JOB
Location: Virginia Beach, VA (on-site)

Department: Global Customer Experience

Schedule: Monday – Friday, 8:15 a.m. – 5:00 p.m. (ET), On Call Responsibility

Clinical Status: Non-Clinical
 

HOW YOU’LL MAKE AN IMPACT
The Supervisor, Customer Experience Operations supervises the daily activities of the personnel assigned to the department to ensure that our external and internal customers receive effective, efficient service through our best practices and adherence to company policies and AATB guidelines. Oversees the consignment, OEM, Emerging Business, and International programs. Provides customer service and technical support to clients. Responsible for supporting company and departmental goals through the implementation of directives, quality standards and process improvements.

Your work will have purpose every single day, contributing directly to life-changing outcomes.

WHAT YOU’LL DO

• People Leadership: Provides oversight to Customer Experience Operations team by supervising, guiding, and directing employees to be effective team members. Ensures that everyone is equipped with the right skills, tools, and talents necessary for executing their duties. Using the established people processes (performance, development, succession, and career) to ensure that their team’s level of performance and capabilities meet current and future standards.
• Customer Experience: Implements activities for the department to drive customer retention and service excellence. Identifies errors and creates solutions that increase accuracy and efficiency, ensuring a positive customer experience for our clients
• Database Management: Monitors SAP administrative transactions for accuracy and adherence to best practices. Assists in testing new or revised SOPs. Collects data and prepares weekly, monthly, and ad hoc metric reports.
• Issue Resolution: Monitors assigned collection activities and works with Sales and Accounting departments on follow-up and resolution. Provides collection support by troubleshooting discrepancies, contacting customers for information, and working with Accounting Department to resolve any hospital billing issues within the assigned region.

WHAT YOU’LL BRING
Minimum Requirements:

• High school diploma or GED
• Three (3) years of customer service experience in a call center, customer service department, or allied health organization.
• One (1) year of experience supervising staff in a role as a team leader, supervisor, or manager.

Preferred Experience/Skills/Certifications:

• Bachelor’s degree in Business or a related field such as Health Sciences or Management
• Three (3) years of medical device or call center experience
• SAP or ERM system experience: ability to perform basic tasks in SAP or an ERM system.
• Knowledge of LifeNet Health’s products and the products of our allied partners: Ability to understand, discuss, and briefly explain our products and their uses in a clinical setting.
   

Key Knowledge, Skills, & Abilities:

• Proficiency in Microsoft Word: PowerPoint, Excel, Word, Outlook, Microsoft Suite.
• Communication Skills: Excellent verbal and written communication skills; ability to communicate and build