Johnson & Johnson Innovative Medicine
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Operations Supervisor
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.
Job Function Customer Management
Job Sub Function Customer Service Operations
Job Category People Leader
All Job Posting Locations Orlando, FL; Phoenix, AZ; Pittsburgh, PA; Raleigh, NC, United States
Purpose The Operations Supervisor will oversee daily operations, ensure superior service delivery, and support a team of direct reports. 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 onboarding of new hires and identify training needs to enhance ongoing skills and productivity.
Monitor team performance through KPIs, conduct performance discussions, and ensure 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, maintain data quality standards, and implement operational process improvements.
Collaborate with leadership to create program SOPs, WI’s, and job aids, ensuring implementation as required.
Review and update call guides, implement quality assurance measures, and handle escalated patient concerns promptly.
Track operational metrics, prepare regular reports for management, and recommend workflow improvements.
Identify inefficiencies and recommend improvements in workflows, systems, and procedures to increase productivity and improve the patient experience.
Other duties as assigned.
Required Qualifications
Bachelor’s Degree in Healthcare Administration, Business Management, or related field.
Minimum of 3 years experience in a supervisory role in a high volume 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 maintaining accountability.
Proficient with 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.
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, please contact us via https://www.jnj.com/contact-us/careers.
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Operations Supervisor
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.
Job Function Customer Management
Job Sub Function Customer Service Operations
Job Category People Leader
All Job Posting Locations Orlando, FL; Phoenix, AZ; Pittsburgh, PA; Raleigh, NC, United States
Purpose The Operations Supervisor will oversee daily operations, ensure superior service delivery, and support a team of direct reports. 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 onboarding of new hires and identify training needs to enhance ongoing skills and productivity.
Monitor team performance through KPIs, conduct performance discussions, and ensure 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, maintain data quality standards, and implement operational process improvements.
Collaborate with leadership to create program SOPs, WI’s, and job aids, ensuring implementation as required.
Review and update call guides, implement quality assurance measures, and handle escalated patient concerns promptly.
Track operational metrics, prepare regular reports for management, and recommend workflow improvements.
Identify inefficiencies and recommend improvements in workflows, systems, and procedures to increase productivity and improve the patient experience.
Other duties as assigned.
Required Qualifications
Bachelor’s Degree in Healthcare Administration, Business Management, or related field.
Minimum of 3 years experience in a supervisory role in a high volume 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 maintaining accountability.
Proficient with 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.
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, please contact us via https://www.jnj.com/contact-us/careers.
#J-18808-Ljbffr