Supervisor, Sports Medicine Technical Support

LifeNet Health

5d•Remote

About The Position

The Supervisor, Sports Medicine Technical Support leads 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 Health’s Sports Medicine allograft portfolio. Your work will have purpose every single day, contributing directly to life-changing outcomes.

Requirements

Bachelor’s degree
Valid state driver's 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.
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.

Nice To Haves

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.

Responsibilities

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.

Benefits

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.