Operations Supervisor

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🕒 vor 1 Monat

🌵 Arizona, Florida, +3 weitere Bundesländer – Remote

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

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🟠 Senior

⚙️ Operations

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Johnson & Johnson

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10.000+ Mitarbeiter

Gegründet 1886

⚕️ Krankenversicherung

💊 Pharmazie

🧬 Biotechnologie

Healthcare Insurance • Pharmaceuticals • Biotechnology

Johnson & Johnson ist ein globales Gesundheitsunternehmen, das Arzneimittel, Therapien und medizinische Geräte in verschiedenen therapeutischen Bereichen entdeckt, entwickelt, herstellt und vermarktet, darunter Onkologie, Neurowissenschaften, Immunologie, Herz-Lungen- und Herz-Kreislauf-Versorgung, Orthopädie, Chirurgie und Augenheilkunde. Das Unternehmen betreibt groß angelegte Forschungs- und Entwicklungsprogramme, klinische Entwicklungs- und Fertigungsprogramme und ist auch aktiv in Mitarbeiterprogrammen, Nachhaltigkeit, globalen Gesundheitsinitiativen und gesellschaftlichem Engagement weltweit.

Beschreibung

• 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.

🎯 Anforderungen

• 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

🏖️ Vorteile

• Inclusive work environment • Equal Opportunity Employer