Operations Supervisor

Operations Supervisor

Location: Pittsburgh, PA; Raleigh, NC; Orlando, FL

Job Summary:

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.

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.

Key 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