Job Description
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.
We are searching for the best talent for a remote Operations Supervisor located in Pittsburgh, PA.
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 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