Operations Supervisor I – Patient Support Program

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🕒 April 28

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HumanIA

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2024

🤖 Artificial Intelligence

📚 Education

🏢 Enterprise

Artificial Intelligence • Education • Enterprise

HumanIA is a consulting and training firm that helps organizations simplify and operationalize artificial intelligence by connecting technology, strategy, and people. Founded by Carmen Gloria Cárcamo, the company designs practical AI strategies, implements solutions to improve decision-making and processes, and delivers hands-on training so teams can apply AI in their daily work and achieve measurable results.

📋 Description

• Conduct weekly alignment meetings with the team under your supervision; • Perform tests of the IVR, WhatsApp, voicemail, chatbot, e-mail, program website and other communication tools that may be available to your program; • Monitor the telephony system to ensure established targets are met; • Manage the contact cadences defined in scope, devising the best strategy for team allocation; • Monitor calls and team routines according to the scope of each program to ensure excellence and empathetic, patient-centered service; • Develop action plans related to monitoring findings and CAPAs; • Send evidence of completion of agreed action plans; • Provide support to team members under your supervision in daily processes; • Team management and development (feedback, absenteeism, training/qualification, hiring, termination, promotions, and recognition); • Ensure that team members only start after completing training, that they undergo periodic refreshers, and confirm reading applicable organizational documents; • Focus on service level and availability; • Open and monitor GMUDs for internal improvements; • Open and track error tickets/incidents that impact your operations; • Open and track operational CAPAs; • Provide external CAPAs to clients; develop Standard Operating Procedures applicable to the programs under your management; • Manage timekeeping and organize vacation schedules for the operational team; • Perform on-call shifts to supervise the operational team across all work schedules; • Work in partnership with relationship specialists.

🎯 Requirements

• Bachelor's degree (completed) • Microsoft Office

🏖️ Benefits

• Health insurance - taking care of what matters most: your health; • Dental plan - caring for your smile is also included; • Meal allowance (food voucher) - convenience and quality in your daily life; • Life insurance - security and protection for you and your family; • Private pension plan - helping you plan your future; • PPR - Results Participation Program (profit-sharing/bonus program); • Viveo Health Center - practical access to various in-person specialties and an online platform; • Exclusive discounts at Mafra Especialidades store; • Total Pass - wellness and fitness benefits; • Exclusive partnerships and discounts for employees - for education, leisure, and more.