Case Manager Supervisor
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. 

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.
  

• Located in Pittsburgh, PA.

 
 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 

Payrate: $33 per hour
 

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