Supervisor, Post-Acute Care

We Make Life More Rewarding and Dignified 

Location: ​Libertyville​
Department: ​ 

Summary

Join our passionate team as a Post-Acute Supervisor where you can lead a team of Post-Acute Coordinators to live our mission to make life more rewarding and dignified for people by promoting differentiated products and services. As a supervisor, you will play a pivotal role in driving community sales performance, fostering a positive team culture, and ensuring exceptional customer service. We are looking for a motivated leader to drive a positive culture of purpose and performance to help their team succeed in delivering differentiated healthcare products and solutions to our customers.

If you have a passion for developing others, and a deep understanding of the healthcare industry, we encourage you to apply for this exciting opportunity to lead our Post-Acute team to success.

Responsibilities

Supervise Inside Sales Service Execution – 60%

• Oversee the daily service execution of the Post-Acute team and ensure that all performance targets are met.
• Monitor team performance metrics and take proactive measures to address any issues or gaps.
• Conduct regular team meetings to communicate updates, share best practices, and address challenges or concerns.
• Lead by example by demonstrating best practices and maintaining a high level of product and service expertise.
• Foster a positive and inclusive team culture that promotes collaboration, motivation, and accountability among team members.
• Stay informed about industry trends, competitor activities, and market developments to provide strategic insights and recommendations to leadership.
• Handle and resolve escalated customer calls as necessary.

Coaching & Developing Associates – 30%

• Work with Sr. Manager and other supervisors to establish performance management expectations.
• Conduct regular coaching sessions and performance evaluations to identify strengths, areas for improvement, and development opportunities for team members.
• As necessary, meet with associates to discuss development outside of their current role.
• Identify, share and coach to best practices.
• Assist and provide guidance with complex customer situations.
• Conduct mid-year and annual performance reviews.

Other – 10%

• As requested, support Sr. Manager, Post-Acute Inside Sales as a liaison between the Post-Acute team and other departments, such as marketing, product development, quality, etc. to facilitate cross-functional collaboration and alignment.
• Ensure systems are functioning appropriately (troubleshoot as necessary).
• Coordinate results from outbound call campaigns and patient satisfaction surveys.
• Work with Data Analyst to perform quarterly audits of team metrics.
• Collaborate with Trainer to ensure quality call calibration and training effectiveness.
• Participate and present in assigned projects or meetings.
• Travel to or present at consumer meetings or events.
• Lead the recruiting and interviewing process for new hires.

Essential Functions of the Role

• Ability to communicate effectively verbally and through electronic media.
• Ability to wear a headset.
• Ability to sit for long periods of time (6-8 hours).
• Ability to work greater than 40 hours if need arises.
• Goal oriented; self-starter with ability to work within a team.
• Ability to operate under compliance guidelines associated with being in a healthcare environment.

Work Experience Requirements

• Number of Overall Years Necessary: >5
• Demonstrated ability to exercise judgment independently.
• Customer service, inside sales, collections or other call center experience preferred.
• Work related experience in the health care industry preferred.

Education Requirements

• Bachelor’s degree or 5+ years of healthcare call center experience required.

Specialized Skills/Technical Knowledge

• Computer knowledge including Microsoft Word, Excel, Outlook, Web-based applications, Salesforce.com, Five9, and Windows-based navigation.
• Consultative selling and coaching skills.

About Hollister Incorporated
Hollister Incorporated is an independent, employee-owned company that develops, manufactures and markets healthcare products worldwide. The company spearheads the advancement of innovative products for ostomy care, continence care and critical care, and also creates educational support materials for patients and healthcare professionals. Headquartered in Libertyville, Illinois, Hollister has manufacturing and distribution centers on three continents and sells in nearly 80 countries. Hollister is a wholly owned subsidiary of The Firm of John Dickinson Schneider, Inc., and is guided both by its Mission to make life more rewarding and dignified for people who use our products and services, as well as its Vision to grow and prosper as an independent, employee-owned company, and in the process, to become better human beings.

EOE Statement
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Job Req ID: 34423