Supervisor, Asset Retrieval

Kestra Medical Technologies Inc.

6d•$80,000 - $100,000•Remote

About The Position

This role is responsible for supervising a team of Product Return Specialists. The Team locates and contacts patients to instruct them on how to return the medical device products they rented from Kestra; engages with patients to encourage optimal utilization of our products; and educates patients on following up with their health care provider to determine if an incremental prescription is appropriate.

Requirements

Associate’s degree or four (4) years of equivalent work experience
At least one (1) year of supervisory experience
Demonstrated ability to develop and use inventory tracking tools
Demonstrated ability to articulate and implement reverse logistics
Demonstrated experience developing processes and training materials
Proficient using Excel
Applicants must be eligible to work for any employer in the U.S.

Nice To Haves

Three (3) years of supervisory experience
Experience supervising a Product Returns/Retrieval Team
Salesforce proficiency

Responsibilities

Supervise team of specialists, including scheduling of work and performing quarterly and annual evaluations
Ensure all patient and customer engagements are courteous, empathetic, positive, professional, and timely
Communicate the product returns process and protocols to patients and Team Members
Develop specialist training programs to increase effectiveness, soft skill levels and self-sufficiency
Analyze performance of specialists, identify continuous improvement opportunities, and propose improvement solutions
Prepare reports, dashboards, and other data visualizations to inform Kestra leadership of team KPIs and quality measures; present data to leadership as necessary
Drives team performance by guiding day-to-day execution, reinforcing priorities, and supporting the team in meeting key quarterly targets through consistent follow-through and problem-solving.
Partner with Team Members to monitor daily return goals, reinforce priorities, and ensure daily targets are met
Conduct quality call reviews through regular call listening, provide timely coaching and feedback, and reinforce service, compliance, and documentation standards
Assign, monitor, and maintain team tasks to ensure work is completed timely, priorities remain current, and follow-up items are kept up to date
Responsible for creation of materials for submission to Kestra’s controlled quality site for approval; review controlled documents with legal team as necessary
Respond to day-to-day needs of Team
Adhere to Pledge of Confidentiality
Directly supervise Product Returns team members including but not limited to conducting performance reviews, providing feedback, and helping to set professional development goals.