Patient Experience Supervisor PSC
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Job Location:
Pittsburgh, PA - USA
Monthly Salary:
Not Disclosed
Posted on:
13 hours 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 ManagementJob Sub Function:
Customer Service OperationsJob Category:
People LeaderAll Job Posting Locations:
Charlotte North Carolina United States Dallas Texas United States Fort Worth Texas United States Orlando Florida United States of America Phoenix Arizona United States Pittsburgh Pennsylvania United States of America Raleigh North Carolina United StatesJob 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.
Purpose:
The Patient Experience 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 leadership 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 leadership and 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.
Review and update scorecards to align with call guides for programs as required.
Partner with leadership to create and implement quality assurance measures ensuring adherence to processes procedures and patient confidentiality.
Resolve escalated operations leadership concerns promptly ensuring timely resolutions and maintaining patient satisfaction.
Track operational metrics deliver regular reports and updates to management and stakeholders
Recommend workflow system and process improvements to enhance efficiency productivity and overall program performance.
Work with cross-functional teams to implement new strategies and best practices.
Up to 10% travel may be required.
Other duties as assigned.
Required Qualifications:
Bachelors Degree in Healthcare Administration Business Management or related field or equivalent experience.
Minimum of4yearsworking experience with3years experienceina supervisory role in a call center environment ideally within the healthcare understanding of call center operations call and documentation quality monitoring 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:
Proficient with using call center software CRM tools and Microsoft Office Suite.
Ability to manage deliverables in a fast-paced environment.
Exceptional customer focus collaboration initiative results-oriented business solution-oriented capabilities
#Li-Remote
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 & 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 external applicants please contact us via internal employees contact AskGS to be directed to your accommodation resource.
Required Skills:
Preferred Skills:
Consulting Customer Analytics Customer Centricity Customer Engagement Customer Relationship Management (CRM) Customer Support Operations Customer Support Platforms Customer Support Policies and Procedures Customer Support Trends Developing Others Inclusive Leadership Leadership Problem Solving Process Optimization Quality Services Service Excellence Standard Operating Procedure (SOP)Required Experience:
Manager
Key Skills
- Computer Science
- user experience
- User Interface
- SME
- CSS
- Interaction Design
- Windows
- Android
- Usability Studies
- Visual Design
- HTML
- User Research
- JavaScript
- Web Services
- Wireframes
About Company
About Johnson & Johnson A t Johnson & Johnson, we believe good health is the foundation of vibrant lives, thriving communities and forward progress. That’s why for more than 130 years, we have aimed to keep people well at every age and every stage of life. Today, as the world’s larges ... View more
