Supervisor, Documentation Coordinators (Remote/flexible)

Position Overview:

This Supervisor position supports the US Inside Sales team by overseeing a group of Documentation Coordinators who manage customer documentation for Direct to Consumer and Retail Pharmacy channels. This role ensures the Documentation Coordinator team performs timely and accurate processing of documentation in Salesforce, collaborates across Inside Sales Leadership and other departments, and maintains high standards in both volume and quality of work. The Supervisor monitors daily workloads, reallocates tasks, provides coaching based on quality evaluations, and steps in to assist with operations as needed. Success in this role requires strong workflow adherence, problem-solving skills, and a commitment to enhancing the customer experience.

Key Responsibilities:

• Oversee and maintain comprehensive knowledge of Documentation Coordinator team functions and workflows by being a Subject Matter Expert (SME) in collaboration with the Global Doc Control Team to create & update standardized processes.
• Provide consistent coaching and professional development to direct reports, with the expectation that there should be at least one documented coaching session for each Doc Coordinator per month.
• Facilitate onboarding and training of new hires, ensuring effectiveness and completion.
• Monitor team productivity and assist with documentation processing during staffing shortages.
• Represent the team in cross-functional projects and contribute to project execution.
• Identify, recommend, and test process improvements, system enhancements, and procedural updates.
• Prepare, collaborate, and present reports and insights on performance trends, KPIs, and workflow changes to leadership.
• Collaborate with the Inside Sales Quality Team to create and present monthly team meeting slides to increase Team morale, alignment, and effectiveness.
• Achieve and maintain standards in quality (95% and above), accuracy, and productivity metrics.
• Perform additional duties as assigned to support departmental and organizational goals.

Education and Experience:

Minimum Requirements:

• Associate’s Degree required
• Bachelor’s Degree preferred, and 5+ years of relevant work experience required, including but not limited to, intake/documentation coordination, quality assurance, document control.
• High volume, high accuracy data validation experience preferred.

Preferred Skills and Competencies:         

• Proficient in navigating multiple software applications and screens simultaneously.
• Demonstrates composure and empathy in managing escalations and setting clear role expectations with direct reports.
• Open to giving and receiving constructive feedback to build strong working relationships.
• Prior experience in the medical device or healthcare industry; knowledge of diabetes is advantageous.
• Intermediate proficiency in Microsoft Office Suite.
• Skilled in using Salesforce and related platforms to manage customer records in alignment with sales processes.
• Excellent written and verbal communication abilities.
• Effective under pressure in a fast-paced environment; capable of multitasking, prioritizing, and escalating issues appropriately.

Physical Requirements:

• General office environment; may sit for long periods of time.

NOTE: This position is eligible for 100% remote working arrangements (may work from home/virtually 100%; may also work hybrid on-site/virtual as desired). #LI-Remote  

Additional Information:

Compensation & Benefits: For U.S.-based positions only, the annual base salary range for this role is $71,300.00 - $107,000.00 This position may also be eligible for incentive compensation. We offer a comprehensive benefits package, including: • Medical, dental, and vision insurance • 401(k) with company match • Paid time off (PTO) • And additional employee wellness programs Application Details: This job posting will remain open until the position is filled. To apply, please visit the Insulet Careers site and submit your application online. Actual pay depends on skills, experience, and education.