Operations Supervisor, Patient Service Center

6296-Patient Service Center Legal Entity

Job Location:

Pittsburgh, PA - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are our expertise in Innovative Medicine and MedTech we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow and profoundly impact health for more at

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

People Leader

All Job Posting Locations:

Pittsburgh Pennsylvania United States of America

Job Description:

Our expertise in Innovative Medicine is informed and inspired by patients whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Join us in developing treatments finding cures and pioneering the path from lab to life while championing patients every step of the way.

Learn more at are searching for the best talent for a hybrid Operations Supervisor located in Pittsburgh PA.

#Li-hybrid

Purpose:

The Operations Supervisor will oversee daily operations ensure superior service delivery and support a team of direct reports. You will play a critical role in enhancing the efficiency and effectiveness of our healthcare operations ensuring we meet the needs of our patients while maintaining the highest standards of quality and compliance.

Responsibilities:

Supervise coach and mentor a team of direct reports ensuring excellent patient service.
Oversee the onboarding of new hires and identify training needs to enhance ongoing skills and productivity. Collaborate with training team for upskilling.
Monitor team performance through key performance indicators (KPIs) and metrics conduct regular performance discussions set performance goals and ensure team compliance with policies and healthcare regulations (e.g. HIPAA)
Work closely with key business partners to achieve program goals develop SOPs and ensure compliance.
Manage staff scheduling andmaintain data quality standards based on program metrics. Implement and enhance operational processes for accuracy and efficiency.
Collaborate with leadership to create program SOPs WIs and job aids and ensure implementation asrequired.
Review and update call guides for assigned programs as required.
Partner with leadership to create and implement quality assurance measures ensuring adherence to processes procedures and patient confidentiality.
Handle escalated patient concerns and logistical issues promptly ensuring timely resolutions and maintaining patient satisfaction.
Track operational metrics prepare regular reports for management and provide recommendations for workflow improvements and process enhancements.
Reviewandprovide periodic updatesand process improvement recommendationsto internal stakeholders regarding operations trendsand overall status of program.
Identify inefficiencies and recommend improvements in workflows systems and procedures to increase productivity and improve the patient experience. Work with cross-functional teams to implement new strategies and best practices.
Up to 10% travel may be required.
Ability to work an assigned 8-hour shift between program operating hours of 8am-8pm EST
Other duties as assigned.

Required Qualifications:

High school diploma or equivalent
Minimum of 3 years experience in a supervisory role in a call center environment ideally within the healthcare industry.

Strong understanding of call center operations KPIs and healthcare regulations.
Proven leadership skills with the ability to inspire and motivate a team while also maintaining accountability.
Proficient with using call center software CRM tools and Microsoft Office Suite.

Preferred Qualifications:

Bachelors Degree in Healthcare Administration Business Management or related field.
Ability to exercise independent judgment.

Ability to manage deliverables in a fast-paced environment.
Exceptional customer focus collaboration initiative results-oriented business solution-oriented capabilities

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity age national origin disability protected veteran status or other characteristics protected by federal state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson and Johnson is committed to providing an interview process that is inclusive of our applicants needs. If you are an individual with a disability and would like to request an accommodation please email the Employee Health Support Center () or contact AskGS to be directed to your accommodation resource.

Required Experience:

Manager