Supervisor, Patient Success

Globus Medical•Pennsylvania, PA

11d

About The Position

At Globus Medical, we move with a sense of urgency to deliver innovations that improve the quality of life of patients with musculoskeletal disorders. Our team is inspired by the needs of these patients, and the surgeons and healthcare providers who treat them. We embrace a culture of exceptional response by partnering with researchers and educators to transform clinical insights into tangible solutions. Our solutions improve the techniques and outcomes of surgery so patients can resume their lives as quickly as possible. Position Summary: The Manager, Patient Success is responsible for leading the Patient Success Team (HFX Coaches) and the daily processes of the entire department. The Manager, Patient Success works strategically to ensure the company’s Patient Support is first class and can scale with the needs of the business. This role also is responsible for driving business through exceptional follow up of DTC leads and processes. They work closely with fellow department managers, Nevro leadership, and field personnel to identify process improvements and training opportunities. The ideal candidate has leadership qualities to hire and lead a dynamic group of coaches to support the company’s Patient Success function. The job requires the individual to be a team player with the ability to function well in a challenging and fast-paced environment. They must also be enthusiastic, positive, even tempered and have strong skills in areas of dependability, interpersonal relationships, flexibility and professionalism.

Requirements

Demonstrated experience in developing teams and implementing process improvements
At least 5 year’s experience in people management preferred
At least 5 year’s experience in SCS preferred
Ability to work in a fast paced and changing environment to accomplish goals while multitasking
Sound judgment and decision making, problem solving, flexibility, and clear communication skills.
Excellent follow through and organizational skills
Ability to manage projects and people with a customer centric approach
Bachelors degree
Ability to work under minimum supervision with a high degree of organizational, technical, and business competence
Proven ability to resolve complex issues, solve problems, and resolve customer- related issues
Working knowledge of Windows, Microsoft Office, E-mail, and Microsoft Project
Excellent oral and written communication skills
Ability to travel as needed

Responsibilities

Leading a direct reporting team of all Patient Success Leadership (supervisors and senior supervisors)
Recruiting, hiring, and training of employees to fill positions as they arise to create a strong group
Overseeing all Patient Success leadership, training, and development
Implementing and monitoring all team goals and metrics that drive performance with the organization
Managing the quality of HFX Coach work monitoring compliance and process improvement
Implementing workflows and processes to create HFX Coach efficiencies and increase effectiveness
Being proficient in all HFX Coach processes
Creating tools to manage capacity to of individual HFX Coaches
Identifying concerns and offers solutions to the HFX Coach Team and field teams
Maintaining training records on all members of the HFX Coach Team
Serving as a clinical and product expert within the department
Detecting and identifying trends across leads, patients, and territories
Recognizing growth opportunities and collaborating on team member development plans
Maintaining professional and technical knowledge by solutioning commonly asked questions; attending educational workshops; establishing cross functional personal networks
Accomplishing organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
Adhering to the letter and spirit of the company Code of Conduct, the AdvaMed Code, MedTech Code, and all other company policies; ensuring compliance with applicable governmental laws, rules, and regulations, both in the United States and internationally, by completing introductory and annual training and maintaining knowledge of compliance as it applies to the role
Representing the company in a professional manner and upholding the highest standards of ethical business practices and socially responsible conduct in all interactions with other employees, customers, suppliers, and other third parties
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.