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 equippedwith the right skills, tools, and talents necessary for executing their duties. Using the establishedpeople processes (performance, development, succession, and career) to ensure that their team’slevel of performance and capabilities meet current and future standards.
• Customer Experience: Implements activities for the department to drive customer retention andservice 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 tobest 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 Accountingdepartments on follow-up and resolution. Provides collection support by troubleshootingdiscrepancies, contacting customers for information, and working with Accounting Department toresolve 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 senior customer experience representative, 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 writtencommunication skills; ability tocommunicate and buildrelationships with allprofessionals at different levelswithin the organization.
• Time Management: Ability to prioritize multiple,competing priorities and managetime/workload. Demonstratedability to effectively prioritize andjuggle multiple time sensitiveprojects, multi-task, identifyproject interdependencies andpotential risks/pitfalls.
• Attention to Detail: Ability to perform tasks thoroughlyand with care; checks work toensure high degree ofaccuracy/completeness andearly/on-time delivery.

WHY JOIN LIFENET HEALTH

When you join LifeNet Health, you're not just taking a job, you’re joining a mission-driven community dedicated to making a global impact through regenerative medicine.  You’ll 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. That’s why our total rewards package is designed to help you thrive both professionally and personally.

Here’s how we support YOU:

• Affordable Medical, Dental, and Vision Coverage- Comprehensive care that won’t 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: $57,363 to $76,484 annually

Final compensation will be based on factors such as geographic location, qualifications, and prior relevant experience. The pay range for this position is $57,363 annually (entry level qualifications) to $76,484 annually
(experienced in this role). Actual compensation may be higher based on the successful candidate’s 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.