Supervisor, Sports Medicine Technical Support

Supervisor, Sports Medicine Technical Support

AT LIFENET HEALTH, YOU ARE THE ADVANTAGE. Every day, YOU help us to save lives, restore health, and bring hope to patients and families around the world. At Life Net Health, we cultivate growth, innovation, and collaboration, where your contributions drive solutions that benefit humanity. Together, we are united by a mission greater than ourselves, a purpose rooted in healing.

• Location:
  
  Remote
• Department:
  Customer Experience
• Schedule:
  
  Monday Friday, 8:15 a.m. – 5:00 p.m., on call responsibility, Essential Personnel, 30% travel
• Clinical Status:
  Non-clinical

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 Life Net Health’s Sports Medicine allograft portfolio.

Your work will have purpose every single day, contributing directly to life-changing outcomes.

• 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.

• 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.

• CTBS: AATB Certification
• Five (5) years of direct field experience with biologics, working in an operation room or with physicians. Experience should…