Patient Experience Supervisor - PSC

Johnson & Johnson Innovative Medicine•Orlando, FL

About The Position

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through 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 humanity. Learn more at https://www.jnj.com/innovative-medicine We are searching for the best talent for a Patient Experience Supervisor for Patient Service Center (PSC) located in Pittsburgh, PA; Raleigh, NC; Charlotte, NC; Orlando, FL; Dallas/Fort Worth, TX; or Phoenix, AZ. 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.

Requirements

Bachelor’s Degree in Healthcare Administration, Business Management or related field or equivalent experience.
Minimum of 4 years’ working experience with 3 years’ experience in a supervisory role in a call center environment, ideally within the healthcare industry.
Strong 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.

Nice To Haves

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

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 and maintain 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.