Patient Support Supervisor

Description

SUMMARY

Assists Patient Support Department in the execution of departmental strategies and objectives. Ensures efficiency and effectiveness in the Department to ensure that best-in-class support is provided to patients and the SPR Sales Team. A Patient Support Supervisor is responsible for various functions of the Department including support of patients before, during and after treatment with SPRINT. The Patient Support Supervisor is a subject matter expert who will provide exceptional support to patients and the SPR Sales Team and supervision to other functions in the Department. This is a player-coach role in which time will be spent in staff management and development, support of patients and the field sales team, and performing all aspects of the job of a Senior Patient Support Associate.  

PRIMARY RESPONSIBILITIES

• Provide superior support to patients and the SPR Sales Team in a player/coach role.
• Assist Sales Team in providing “best in class” support to patients before, during and after treatment with SPRINT. 
• Serves as a resource for clinical support in the areas of basic troubleshooting, device utilization, and patient follow-up for company products.
• Performs patient follow-up to assure success of implantation experience.
• Provides product follow-up and support to patients.
• Educates patients on the merits and proper clinical use of products by providing support over the phone or virtually with the potential use of a wide variety of formats and platforms (e.g., patient-facing videos, manuals) for optimization of treatment and positive patient outcomes. 
• Manages administrative tasks to include timely patient documentation and data collection. 
• Work directly with patients and the Sales Team to optimize CRM for field base input.
• Support the Sales Team with collecting and recording patient pre-procedure, procedural and follow-up data.
• Assist in managing complaints and feedback. 
• Work with Sales Team to ensure Complaints are submitted on time and with all necessary information.
• Work with Quality to assist with follow-up requests for Complaints.
• Maintains a working knowledge of SPR products.
• Maintains open, effective communication with all personnel, customers and other SPR employees.

SUPERVISOR RESPONSIBILITIES:

• Supervises activities of assigned team members and recommends improvements for overall efficiency while also carrying a patient support volume. 
• Identify and collaborate with Senior Patient Support Associates and management on process improvement opportunities and initiatives for the team to advance knowledge, foster career growth and expand team capabilities. 
• With guidance from management, provides oversight to team members; including but not limited to performance management, time off requests, and general oversight to ensure superior support is provided, processes are followed, data entered is accurate, and compliance is maintained. 
• Serve as an expert level resource to provide guidance and support the Patient Support Associates to resolve complex patient issues. 
• Provide on-the-job training for new hires and continued ongoing performance improvement training and mentoring as necessary.
• May lead inter/cross-departmental meetings. 
• Perform frequent internal reviews and audits to ensure assigned staff is operating as defined procedures.
• In collaboration with management, identifies, updates and/or creates Department processes, procedures, and training documents and plans.
• Advise management on Patient Support call data and metrics.
• Other related duties as assigned.

Requirements

KNOWLEDGE AND SKILL REQUIREMENTS

Experience, Competencies, Education:

• BA/BS Degree or equivalent experience.
• Proven success as Patient Support Associate at SPR or excellent related experience 
• Continuously exceeds individual performance metrics
• Exhibits independent problem solving and critical thinking skills as well as the ability to communicate clearly and effectively both internally and externally 
• Proven ability to work effectively within a team environment to foster collaboration and elevate performance across the department 
• Demonstrated ability to think critically, manage shifting priorities and appropriately triaging issues.
• Strategic thinker.
• Strong verbal and written communication skills, including the ability to present findings in a clear, concise manner.
• Ability to organize, self-prioritize, and initiate in a fast-paced environment with demanding internal and external deadlines.
• Strong technological knowledge. 
• Proficient with MS Word and Excel.
• Ability to work efficiently and creatively.
• Strong self-starter, who is also an effective leader and team player.

WORKING CONDITIONS

• Ability to get the job done in a “we-can-do” environment, allowing for flexible hours, depending upon the project and/or customer needs.
• Remote or small office environment.
• Travel will be minimal, and when necessary, can usually be well planned in advance