Operations Supervisor

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🕒 May 8

🌵 Arizona, Florida, +3 more states – Remote

🌵 Arizona – Remote 🐊 Florida – Remote 🌲 North Carolina – Remote 🔔 Pennsylvania – Remote 🤠 Texas – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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Johnson & Johnson

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1886

⚕️ Healthcare Insurance

💊 Pharmaceuticals

🧬 Biotechnology

Healthcare Insurance • Pharmaceuticals • Biotechnology

Johnson & Johnson is a multinational corporation focused on innovating across multiple sectors of healthcare and medicine. With a commitment to redefining healthcare, the company merges science and technology to address complex diseases through its divisions in innovative medicine and medical technology. Its areas of focus include oncology, immunology, neuroscience, and specialty ophthalmology, as well as interventional solutions and orthopaedics. J&J is dedicated to advancing global health equity and environmental sustainability while fostering innovation, diversity, and inclusion in the workplace. The company strives to provide solutions that connect health and care for providers, patients, and communities worldwide.

📋 Description

• 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 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, 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.

🎯 Requirements

• Bachelor’s Degree in Healthcare Administration, Business Management or related field • 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, 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

🏖️ Benefits

• Inclusive work environment • Equal Opportunity Employer