Supervisor, Global Customer Experience

Location: Virginia Beach, Virginia (on-site)

Department: Administration

Job Type: Full-Time

Shift: Monday – Friday, shifts vary between 7:00 a.m. – 8:00 p.m. (EDT), on call responsibility

Clinical Classification: Non-clinical

LifeNet Health is searching for talented individuals who will embrace our mission of saving lives, restoring health, and giving hope.

LifeNet Health, headquartered in Virginia Beach, Virginia, is the largest nonprofit organ procurement organization (“OPO”) and tissue processor in the United States, as well as a leading innovator in tissue engineering and regenerative medicine. Our goal is to improve the quality of human life through the provision of organs, tissues and cells for transplantation; to provide innovation in the fields of bio-implants, regenerative medicine and research; and, to serve the community with educational and support services that enhance the donation process. LifeNet Health has over 1200 employees and has a growing global presence.

How you will contribute to LifeNet Health’s success:

The Supervisor, Global Customer Experience supervises the daily activities of the staff 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. 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.

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 required 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 the 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 role as a team leader, supervisor, or manager.

Preferred Experience/Skills/Certifications:

• An Associate’s degree in Business or a related field such as Health Sciences or Management.
• Experience with SAP or an ERM system: the ability to perform basic tasks in SAP or an ERM system.
• Knowledge of LifeNet Health’s products and the products of our alliance partners.
• Ability to understand, discuss, and briefly explainLifeNet Health products and their uses in a clinical setting.

These would be nice too (Knowledge Skills and Abilities):

• Proficiency in Microsoft Office: PowerPoint, Excel, Word, Outlook, Microsoft Suite.
• Communication: Excellent verbal and written communication skills; ability to communicate and build relationships with all professionals at different levels within the organization.
• 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.
• Attention to Detail: Ability to perform tasks thoroughly and with care; checks work to ensure high degree of accuracy/completeness and early/on-time delivery.

Why work at LifeNet Health?

We have a fierce drive for our mission of Saving Lives, Restoring Health, and Giving Hope. You will not find another company with a culture as strong as ours.

• 403(b) and Profit-SharingPlan
• Affordable medical, dental, and vision coverage
• Corporate sponsored events for employees
• Work-life balance with generous paid time off to include vacation time, sick time, and paid holidays
• Tuition reimbursement
• Personal career, skill, and leadership development opportunities
• Wellness Program (gym reimbursement, monthly wellness webinars, mental health toolkit, financial resources, and much more)
• Employee Assistance Program (EAP) for employees and members of their household
• Dedicated and passionate co-workers

We are proud to be an EEO/AA employer EOE/M/F/Disability/Vet. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

This position is eligible for an annual bonus once eligibility criteria are met.