Healthcare Patient Services Ops Supervisor

Johnson & Johnson Innovative Medicine; Dallas (TX); On-site; USD 68,000 - 90,000; Full time

Job summary

Johnson & Johnson Innovative Medicine is seeking an Operations Supervisor to oversee Patient Service Center operations across multiple locations, including Dallas, TX. The role focuses on leading a team, ensuring high-quality patient service, onboarding new hires, and maintaining data-driven performance metrics.

Responsibilities include overseeing scheduling, developing SOPs, updating call guides, and driving process improvements while adhering to healthcare regulations and privacy standards.

Qualifications

• 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.
• Proficient with using call center software, CRM tools, and Microsoft Office Suite.

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.
• Monitor team performance through KPIs and metrics, conduct performance discussions, set goals, and ensure HIPAA compliance.
• 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.
• Collaborate with leadership to create program SOPs, 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 and patient confidentiality.
• Handle escalated patient concerns and logistical issues promptly, ensuring timely resolutions and patient satisfaction.
• Track operational metrics, deliver regular reports and updates to management and stakeholders.
• Recommend workflow, system, and process improvements to enhance efficiency 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.

Skills

Leadership

Call center operations

Healthcare regulations

Education

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

Tools

CRM tools

Microsoft Office Suite

Job description

Johnson & Johnson Innovative Medicine is seeking an Operations Supervisor to oversee Patient Service Center operations across multiple locations, including Dallas, TX. The role focuses on leading a team, ensuring high-quality patient service, onboarding new hires, and maintaining data-driven performance metrics.

Responsibilities include overseeing scheduling, developing SOPs, updating call guides, and driving process improvements while adhering to healthcare regulations and privacy standards.