Operations Supervisor, Patient Service Center

Johnson & Johnson Innovative Medicine • Orlando, FL

83d

About The Position

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. We are searching for the best talent for an Operations Supervisor to be located in Pittsburgh, PA, Horsham, PA, Raleigh, NC, Charlotte, NC, Orlando, FL, Phoenix, AZ, Dallas, TX, or Titusville, NJ. The Operations Supervisor will oversee daily operations, ensure superior service delivery, and support a team of direct reports for Patient Service Center (PSC). 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.

Requirements

• High school diploma or equivalent.
• Minimum of 4 yrs of experience, specifically at least 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.

Nice To Haves

• Bachelor’s 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.

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 and maintain data quality standards based on program metrics.
• Implement and enhance operational processes for accuracy and efficiency.
• Collaborate with leadership to create program SOP’s, WI’s and job aids and ensure implementation as required.
• 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.
• Review and provide periodic updates and process improvement recommendations to internal stakeholders regarding operations, trends, and 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.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees