Operations Supervisor

About the role

This position is for a remote Operations Supervisor supporting healthcare operations from the Greater Pittsburgh area. The role centers on leading day-to-day service delivery, improving team performance, and making sure work is completed with a strong focus on quality, compliance, and patient experience.

The supervisor will guide a team of direct reports, help strengthen operational efficiency, and partner with internal stakeholders to keep programs running smoothly. The work also involves maintaining high standards around patient confidentiality and regulatory compliance, including HIPAA.

Key responsibilities

• Lead, coach, and support a team of direct reports while ensuring strong patient service.
• Manage onboarding for new team members and identify learning gaps to support continued development and productivity. Work with training leadership on skill-building efforts.
• Use KPIs and performance data to monitor results, hold regular performance conversations, set goals, and ensure adherence to internal policies and healthcare regulations such as HIPAA.
• Coordinate with business partners to meet program objectives, build SOPs, and support compliance efforts.
• Oversee scheduling and data quality practices in line with program metrics, while improving operational workflows for better accuracy and efficiency.
• Work with leadership to create and roll out SOPs, work instructions, and job aids as needed.
• Review and revise call guides for assigned programs when required.
• Partner with leadership to design and apply quality assurance practices that protect process consistency and patient confidentiality.
• Resolve escalated patient issues and operational or logistical concerns quickly and effectively to support satisfaction.
• Track metrics, prepare reports, and share updates with management and stakeholders.
• Identify opportunities to improve workflows, systems, and processes to raise productivity and overall program performance.
• Collaborate across teams to introduce new strategies and best practices.
• Be available for up to 10% travel if needed.
• Carry out additional duties as assigned.

Requirements

• A bachelor’s degree in Healthcare Administration, Business Management, or a similar discipline.
• At least 4 years of professional experience, including 3 years in a supervisory position within a call center setting, preferably in healthcare.
• Solid knowledge of call center operations, performance metrics, and healthcare compliance requirements.
• Demonstrated leadership ability with a track record of motivating teams and maintaining accountability.
• Hands-on experience with call center systems, CRM platforms, and Microsoft Office.
• Ability to use independent judgment.
• Comfort working in a fast-moving environment with multiple deliverables.
• Strong customer orientation, collaborative mindset, initiative, and a results-driven, business-focused approach.

Additional information

The role is based remotely, with Pittsburgh, PA listed as the work location. Up to 10% travel may be required.