Operations Supervisor, PSC

6296-Patient Service Center LLC Legal Entity; Pittsburgh (Allegheny County); On-site; USD 70,000 - 90,000; Full time

Job summary

Johnson & Johnson in Pittsburgh, PA seeks an Operations Supervisor to oversee daily PSC operations and a team of direct reports, ensuring superior patient service and compliance with healthcare regulations.

You will lead onboarding, training, and performance reviews, while partnering with leadership to refine SOPs and quality measures for efficient service delivery.

Qualifications

• Bachelor’s Degree in Healthcare Administration, Business Management or related field.
• 4+ years working experience with 3+ years in a supervisory role in a call center environment, ideally within healthcare.
• 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.

Responsibilities

• Supervise, coach, and mentor a team of direct reports, ensuring excellent patient service.
• Oversee onboarding of new hires and identify training needs to enhance skills and productivity.
• Monitor team performance through KPIs and metrics; conduct performance discussions.
• Work with partners to develop SOPs and ensure compliance with policies.
• Manage staff scheduling and data quality based on program metrics.
• Create and implement process improvements for accuracy and efficiency.
• Collaborate with leadership to create program SOPs, WI’s and job aids.
• Review and update call guides for assigned programs.
• Partner with leadership to implement quality assurance measures for processes and confidentiality.
• Handle escalated patient concerns and logistical issues promptly.
• Track operational metrics and deliver regular reports to management.
• Recommend workflow and system improvements to boost efficiency.
• Work with cross-functional teams to implement new strategies and best practices.
• Up to 10% travel may be required.

Skills

Leadership

Call center operations

CRM tools

Microsoft Office

Education

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

Tools

CRM software

Microsoft Office Suite

Job description

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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 jnj.com. As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function: Customer Management Job Sub Function: Customer Service Operations Job Category: People Leader All Job Posting Locations: Charlotte, North Carolina, United States, Dallas, Texas, United States, Horsham, Pennsylvania, United States of America, Orlando, Florida, United States of America, Phoenix, Arizona, United States, Pittsburgh, Pennsylvania, United States of America, Raleigh, North Carolina, United States Job Description: Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow. Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way. Learn more at https://www.jnj.com/innovative-medicine We are searching for the best talent for an Operations Supervisor to be located in Pittsburgh, PA; Horsham, PA; Raleigh, NC; Charlotte, NC; Orlando, FL; Phoenix, AZ; or Dallas, TX. Purpose: The Operations Supervisor will oversee daily operations, ensure superior service delivery, and support a team of direct reports for Patient Service Center (PSC). 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.

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 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.

Required 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.
• 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.

Preferred Qualifications

• Ability to exercise independent judgment.
• Ability to manage deliverables in a fast-paced environment.
• Exceptional customer focus, collaboration, initiative, results-oriented, business solution-oriented capabilities

Preferred Skills: Consulting, Customer Analytics, Customer Centricity, Customer Engagement, Customer Relationship Management (CRM), Customer Support Operations, Customer Support Platforms, Customer Support Policies and Procedures, Customer Support Trends, Developing Others, Inclusive Leadership, Leadership, Problem Solving, Process Optimization, Quality Services, Service Excellence, Standard Operating Procedure (SOP)

#Li-Remote

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. Johnson & Johnson is committed to providing an interview process that is inclusive of our applicants’ needs. If you are an individual with a disability and would like to request an accommodation, external applicants please contact us via https://www.jnj.com/contact-us/careers, internal employees contact AskGS to be directed to your accommodation resource. If you are under 18 years of age you (the candidate) may need to obtain the necessary working papers or other documentation required by state law to start the assignment, as well as get a parent’s consent for the background check.

At Johnson & Johnson,we believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented, treated, and cured,where treatments are smarter and less invasive, andsolutions 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/.