Operations Supervisor (Healthcare Operations)

Location: Hybrid schedule in Pittsburgh, Pennsylvania, United States; up to 10% travel may be required.

Company

Johnson & Johnson MedTech develops healthcare solutions and innovative treatments focused on improving patient outcomes.

What you will do

• Supervise, coach, mentor, and support a team of Patient Service Center employees.
• Oversee onboarding, training needs, scheduling, productivity, and performance discussions.
• Monitor KPIs, operational metrics, data quality, compliance, and patient service standards.
• Create and implement SOPs, work instructions, job aids, call guides, and quality assurance measures.
• Resolve escalated patient concerns and logistical issues while maintaining patient satisfaction and confidentiality.
• Partner with leadership and cross-functional teams to improve workflows, systems, processes, and program performance.

Requirements

• Bachelor’s degree in Healthcare Administration, Business Management, or a related field.
• At least 4 years of work experience, including 3 years in a supervisory role within a call center environment, ideally in healthcare.
• Strong understanding of call center operations, KPIs, and healthcare regulations, including HIPAA.
• Proven leadership skills with the ability to motivate teams and maintain accountability.
• Proficiency with call center software, CRM tools, and Microsoft Office Suite.
• Ability to work on a hybrid schedule in Pittsburgh, Pennsylvania.

Nice to have

• Ability to exercise independent judgment.
• Experience managing deliverables in a fast-paced environment.
• Customer focus, collaboration, initiative, and results-oriented problem-solving skills.

Culture & Benefits

• Inclusive work environment that respects diversity, dignity, and individual contributions.
• Opportunity to support patient-focused healthcare operations and service quality.
• Hybrid work schedule with up to 10% travel.
• Work alongside business partners, leadership, and cross-functional teams.