Johnson & Johnson Innovative Medicine
Operations Supervisor, Patient Service Center
Johnson & Johnson Innovative Medicine, Dallas, Texas, United States, 75215
Operations Supervisor, Patient Service Center
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Operations Supervisor, Patient Service Center
role at
Johnson & Johnson Innovative Medicine
At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions 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.
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.
Locations Pittsburgh, PA; Horsham, PA; Raleigh, NC; Charlotte, NC; Orlando, FL; Phoenix, AZ; Dallas, TX; Titusville, NJ.
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 the training team 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 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, procedures, and patient confidentiality.
Handle escalated patient concerns and logistical issues promptly, ensuring timely resolutions and maintaining patient satisfaction.
Track operational metrics, prepare regular reports for management, and provide recommendations for workflow improvements and process enhancements.
Review and provide periodic updates and process improvement recommendations to internal stakeholders regarding operations, trends, and overall status of program.
Identify inefficiencies and recommend improvements in workflows, systems, and procedures to increase productivity and improve the patient experience. 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
High school diploma or equivalent.
Minimum of 4 years of experience, specifically at least 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
Bachelor’s Degree in Healthcare Administration, Business Management, or related field.
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.
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.
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Operations Supervisor, Patient Service Center
role at
Johnson & Johnson Innovative Medicine
At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions 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.
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.
Locations Pittsburgh, PA; Horsham, PA; Raleigh, NC; Charlotte, NC; Orlando, FL; Phoenix, AZ; Dallas, TX; Titusville, NJ.
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 the training team 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 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, procedures, and patient confidentiality.
Handle escalated patient concerns and logistical issues promptly, ensuring timely resolutions and maintaining patient satisfaction.
Track operational metrics, prepare regular reports for management, and provide recommendations for workflow improvements and process enhancements.
Review and provide periodic updates and process improvement recommendations to internal stakeholders regarding operations, trends, and overall status of program.
Identify inefficiencies and recommend improvements in workflows, systems, and procedures to increase productivity and improve the patient experience. 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
High school diploma or equivalent.
Minimum of 4 years of experience, specifically at least 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
Bachelor’s Degree in Healthcare Administration, Business Management, or related field.
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.
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.
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