Supervisor, Sports Medicine Technical Support

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: Customer Experience

Schedule: Monday Friday 8:15 a.m. 5:00 p.m. (ET) on call responsibility Essential Personnel 30% travel

Clinical Status: Non-clinical

HOW YOULL MAKE AN IMPACT
The Supervisor Sports Medicine Technical Supportleads the day-to-day operations and people management of the Sports Medicine Technical Support team ensuring effective service delivery adherence to policies and guidelines and a consistently positive customer experience. The role focuses on coaching and developing team members overseeing order and case execution and driving process improvements and KPI performance. The supervisor partners with Customer Experience team members and Sales & Marketing Finance P&L and Quality teams to resolve escalations optimize workflows and support goals across LifeNet Healths Sports Medicine allograft portfolio.

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

WHAT YOULL DO

• Leadership & People Management: Supervise coach and direct the Sports Medicine Technical Support team to deliver effective service in alignment with policies procedures and standards. Ensure team members are equipped with the skills tools and resources needed to perform. Execute core people processes (performance management development succession and career pathways) to build capabilities that meet current and future needs. Conduct regular one-on-ones team huddles and performance check-ins; provide ongoing feedback and recognition.
• Technical/Operational Oversight: Oversee clinical technical support and training delivery to clinicians and internal stakeholders within assigned areas; ensure training materials and methods meet standards. Supervise case intake and order management quality ensuring consistency and timeliness. Lead resolution of complex technical product inquiries and complaints; provide guidance to staff and coordinate root-cause/corrective actions with cross-functional partners. Partner various corporate teams and departments to remove roadblocks support launches and implement process improvements. Create review and revise SOPs and work instructions; lead testing of new or updated procedures to ensure adoption and compliance. Must maintain proficiency in all technical functions performed by Specialists and be able to step in to execute these duties when necessary.
• Service Excellence & Program Oversight: Implement team-level activities that drive customer retention service excellence and develop customer relationships. Identify errors and create solutions that improve accuracy and efficiency. Oversee program elements to ensure consistent execution and experience.
• Performance Management Metrics & Reporting: Monitor team KPI performance; collect data and prepare weekly monthly and ad hoc metric reports; drive actions that improve service delivery and productivity. Track and resolve operational issues and billing discrepancies in coordination with Accounting and Sales; ensure timely follow-up and closure.

WHAT YOULL BRING
Minimum Requirements:

• Bachelors degree
• Valid state drivers license
• Five (5) years of relevant experience in a clinical oriented or technically intensive healthcare environment such as tissue banking organ procurement organizations biologics operating-room support athletic training orthopedic clinical practice or medical device/ tissue allograft support.
• Two (2) years of supervisory experience supervising staff in a role as a team lead supervisor or manager.

Preferred Experience/Skills/Certifications:

• CTBS: AATB Certification
• Five (5) years of direct field experience with biologics working in an operation room or with physicians. Experience should demonstrate strong understanding of graft options product attributes anatomical applications and clinical workflows.
• Clinical knowledge of procedures & products: Expert procedure experience and product attribute knowledge. Total understanding of how LifeNet Health allografts function in patients and restore normal functions.
• Computer skills: SAP or ERP systems. Ability to perform basic tasks in SAP or an ERP system.
  

Key Knowledge Skills & Abilities:

• Clinical knowledge of procedures & products: Understanding of how allografts function in patients and restore normal functions.
• Leadership Skills: Ability to motivate and inspire the team to achieve goals.
• Relationship Management: Builds and sustains partnerships across organizational boundaries and functions to achieve common goals and outcomes.
• Computer Skills: Proficiency with using computer programs ERP systems and electronic documents. Proficiency in Microsoft Office: PowerPoint Excel Word Outlook Microsoft Suite.
• Time Management: Ability to prioritize multiple competing priorities and manage time/ workload. Demonstrated ability to effectively prioritize and juggle multiple time sensitive projects multi-task identify project interdependencies and potential risks/ pitfalls.
• Problem Resolution: Demonstrated ability to anticipate and critically think through problems.
• Analytical Skills: Demonstrated ability to successfully gather and evaluate pertinent information to draw conclusions and identify potential trends.

WHY JOIN LIFENET HEALTH

When you join LifeNet Health youre not just taking a job youre joining a mission-driven community dedicated to making a global impact through regenerative medicine. Youll be part of a workplace that values authenticity collaboration and the drive to make a difference.

We recognize that great work happens when people feel supported. Thats why our total rewards package is designed to help you thrive both professionally and personally.

Heres how we support YOU:

• Affordable Medical Dental and Vision Coverage- Comprehensive care that wont break the bank.
• Profit Sharing Plan- Share in the success you help create.
• 403(b) Retirement Plan- Invest in your future with confidence.
• Paid Parental Leave- 6 weeks to bond with your newest family member.
• Corporate Sponsored Events- Celebrate milestones and build connections.
• Generous Paid Time Off- Because balance matters:
  • 18 vacation days (based on position tenure and state laws)
  • 9 sick days (subject to local and state regulations)
  • 9 holidays (7 standard 2 floating)
• Flexible Work Program- For approved roles how and where you perform best.
• Tuition reimbursement- We invest in your growth and education.
• Career & Leadership Development- Expand your impact and potential.
• Wellness Program- Prioritize your health with holistic resources.
• Employee Assistance Program (EAP)- Support for you and your household.
• Incredible teammates- Collaborate with passionate dedicated professionals.
  

Note: All benefits are subject to eligibility requirements and may be modified at any time with or without notice unless otherwise required by law. This job posting does not constitute an employment contract and does not alter the at-will nature of employment at LifeNet Health.

COMPENSATION

Salary Range: $75841 to $101121 annually

Final compensation will be based on factors such as geographic location qualifications and prior relevant experience. The pay range for this position is $75841 annually (entry level qualifications) to $101121 annually (experienced in this role). Actual compensation may be higher based on the successful candidates knowledge and relevant experience.

EQUAL OPPORTUNITY EMPLOYER

LifeNet Health is an equal opportunity employer. We consider all qualified applicants without regard to race color religion sex sexual orientation gender identity national origin disability veteran status or any other legally protected status.

As part of our commitment to safety we maintain a drug-free workplace and conduct pre-employment substance abuse screening.