Supervisor Patient Education

The Supervisor Patient Education oversees the operations and success of an assigned regional Patient Education team. The team consists of two major functions; 1) Patient Education Consultants (virtual and in-person) who conduct efficient and effective education to patients who receive our devices and 2) Coordinators who assign the trainings, monitor progress and ensure trainings are completed and paperwork is processed in a timely manner. This role oversees the team's day-to-day operations by providing leadership and coaching, troubleshooting escalated issues and monitoring and reporting key performance metrics to management. This role will work closely with internal and field sales teams to identify and implement opportunities for improvement, development of internal training programs, assess staffing needs and hiring high performing team members. The Supervisor Patient Education performs all job duties while maintaining compliance with all appropriate regulatory requirements including HIPAA.

• Supervise operations of the assigned regional Patient Education team to meet and exceed goals
• Develop a highly effective team through hiring, development, coaching and performance management
• Monitor Flexitouch and Entre patient shipments as well as training queues to anticipate workload and ensure appropriate staffing levels according to established service levels
• Manage workload of employees to ensure optimal staffing
• Partner with the Talent Acquisition Team to interview and hire high-performing employees
• Collaborate with Patient Education Supervisors and the department manager to develop and maintain work instructions and SOPs that are consistently followed across the different regions
• Support internal performance monitoring tools to optimize systems and employee performance
• Problem solve and escalate as needed to resolve concerns promptly
• Ensure team is trained and has the tools to support patients effectively
• Discover employee training needs and provide coaching
• Ensure patient files and database records are updated appropriately
• Provide excellent service to patients and internal partners
• Establish and report on key performance metrics to leadership
• Collaborate with Manager and peers to identify and implement process improvements and efficiencies
• Maintain compliance with all appropriate regulatory requirements
• Write and deliver annual performance reviews
• Organize and lead monthly team meetings and 1:1's with employees
• Execute other duties as assigned

Required:

• Bachelor's degree in Business, Leadership, Health Administration or relevant fields or equivalent work experience
• 2+ years of proven leadership experience
• 3+ years of experience in a professional office environment, which required interaction with internal and external customers
• 1+ years of customer service experience, preferably within healthcare

Preferred:

• Previous experience within medical device or a healthcare industry
• Previous experience working with patients
• Previous experience working with medical terminology
• Previous experience in an educational or training environment
• Previous leadership experience within a Contact Center

• Proficiency with Microsoft Office applications
• Create an inspiring team environment with an open communication culture
• Exceptional customer service and sales support
• Ability to supervise a team, providing assessment, training, feedback and guidance
• Strong sense of urgency and delivery of results
• Demonstrated organizational, teamwork and interpersonal skills including strong presentation and training skills
• Demonstrated ability to proactively identify issues and problem solve as well as identify efficiencies
• Strong aptitude for learning systems and understanding processes quickly
• Ability to provide on-going, effective communication with team members, patients, sales reps, peers, and management
• Ability to perform all job duties while maintaining compliance with regulatory requirements including HIPAA