Operations Supervisor
Johnson & Johnson
full-time
Posted on:
Location Type: Remote
Location: Arizona • Florida • United States
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About the role
- 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 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).
- Manage staff scheduling and maintain data quality standards based on program metrics.
- Implement and enhance operational processes for accuracy and efficiency.
- 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.
Requirements
- Bachelor’s Degree in Healthcare Administration, Business Management or related field.
- Minimum of years working experience with 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 also maintaining accountability.
- Proficient with using call center software, CRM tools, and Microsoft Office Suite.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
call center operationskey performance indicatorsdata quality standardsoperational processesworkflow improvements
Soft skills
leadershipcoachingmentoringteam motivationaccountability