Operations Supervisor (Patient Service Center)

Location: Remote role associated with Pittsburgh, Horsham, Raleigh, Charlotte, Orlando, Phoenix, or Dallas, United States; up to 10% travel may be required.

Company

Johnson & Johnson MedTech develops healthcare solutions and innovative treatments designed to improve patient outcomes.

What you will do

• Supervise, coach, mentor, and support a team of Patient Service Center direct reports.
• Oversee onboarding, identify training needs, and collaborate with training leadership on upskilling.
• Monitor KPIs, performance metrics, data quality, staffing schedules, and compliance with healthcare regulations including HIPAA.
• Develop and implement SOPs, work instructions, job aids, call guides, and quality assurance measures.
• Handle escalated patient concerns and logistical issues while maintaining patient satisfaction and confidentiality.
• Report operational performance and recommend workflow, system, and process improvements with cross-functional partners.

Requirements

• Bachelor’s degree in Healthcare Administration, Business Management, or a related field.
• At least 4 years of work experience, including 3 or more years in a supervisory role within a call center environment.
• Experience in or strong understanding of healthcare operations and regulations.
• Strong knowledge of call center operations, KPIs, customer service, and performance management.
• Proficiency with call center software, CRM tools, and Microsoft Office Suite.
• Leadership, coaching, problem-solving, accountability, and collaboration skills.

Nice to have

• Experience in the healthcare industry.
• Ability to exercise independent judgment and manage deliverables in a fast-paced environment.
• Customer-focused, initiative-driven, results-oriented, and business solution-oriented approach.

Culture & Benefits

• Inclusive work environment focused on respecting diversity and individual contribution.
• Remote work arrangement associated with multiple United States locations.
• Opportunity to contribute to patient-focused healthcare operations and service quality.
• Up to 10% travel may be required.