Role Description 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. - 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 - Drive 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 - Information regarding a patient of this company shall not be released to any source outside of this company without the signed permission of the patient. Furthermore, information will only be released internally on a need-to-know basis. All Team Members will not discuss patient cases outside the office or with anyone not employed by this company unless they are directly involved with the patient’s case. Qualifications - 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 - Preferred: Three (3) years of supervisory experience - Experience supervising a Product Returns/Retrieval Team - Salesforce proficiency Requirements - Directly supervise Product Returns team members including but not limited to conducting performance reviews, providing feedback, and helping to set professional development goals. Work Environment - Fast-paced, remote work from your home office - Extended hours when needed including evenings and weekends Physical Demands - Frequent repetitive motions that may include wrists, hands and/or fingers, such as keyboard and mouse usage - Frequent stationary position, often standing or sitting for prolonged periods of time - Frequent computer use - Frequent phone and other business machine use Travel - Occasional travel, domestic and international, may be required, less than 20% Other Duties This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the Team Member. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice. Benefits - Kestra offers a very competitive benefit package including Medical, Dental, 401K with Match, etc. - Pay equity is an important part of Kestra’s Culture. Our compensation ranges are guided by national and local salary surveys and take into consideration experience level and internal equity. - Salary: Annualized at $80,000 - $100,000 plus bonus. Depending on experience.