Operations Supervisor I

HumanIA

. Supervise the Patient Support Program/Diagnostics, Customer Service, and Pharmacovigilance teams; .

Posted 10/5/2026full-timeSão Paulo • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing Patient Support Programs and Diagnostics while ensuring compliance with operational standards. Proficient in analyzing operational data and delivering effective training to enhance team performance and productivity.

Highest-signal resume keywords

Patient Support Programs (PSP) KnowledgePeople Management ExperienceOperational Data AnalysisMicrosoft Office ProficiencyStatistical Reporting

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Statistical AnalysisQuality MonitoringStandard Operating Procedures (SOP) ReviewProject ManagementPerformance Measurement

Soft Skills

Team LeadershipCommunicationProblem-SolvingFeedback DeliveryInterpersonal Skills

Tools & Technologies

Microsoft OfficeTelephony SystemsService Ticketing SystemsKPI Management Tools

Industry Keywords

HealthcarePharmacovigilanceCustomer ServiceOperational CompliancePatient-Centered Communication

About the role

Key responsibilities & impact

Supervise the Patient Support Program/Diagnostics, Customer Service, and Pharmacovigilance teams;
Deliver program-specific training and keep the team informed about critical points and improvements;
Compile and analyze statistical productivity reports, measuring targets and achievement levels;
Monitor the team’s activities, productivity, and questions;
Monitor queue reports, service records, Average Handling Time (AHT), Average Wait Time (AWT), visit scheduling, productivity, and patient deactivations;
Review and update standard operating procedures, processes, and workflows;
Conduct monthly feedback meetings and address performance and disciplinary matters;
Conduct internal meetings to implement new projects and services;
Ensure compliance with internal and client procedures by analyzing quality indicators and proposing training initiatives;
Conduct monthly quality monitoring, reviewing contact guidelines, scripts, and patient-centered communication;
Ensure that materials and informational content are delivered to patients on time;
Contact patients, physicians, nurses, and client representatives to resolve critical cases;
Analyze detractor interactions from satisfaction surveys;
Submit change requests (GMUD) for operational improvements;
Conduct discussion forums and operational alignment meetings;
Validate feasibility studies, scopes, scripts, SOPs, and project documents;
Conduct pre-implementation testing for new programs;
Monitor timesheets and overtime reports;
Ensure compliance with operational routines;
Identify project resource gaps and support action plans to address productivity losses;
Support the external nursing team and monitor completed versus scheduled visits, when applicable;
Open service tickets for issues involving infrastructure, telephony, systems, and Microsoft Office licenses;
Support coordination and management with KPI data;
Validate billing for services performed;
Ensure compliance with Viveo’s health, occupational safety, environmental, and sustainability practices.

Requirements

What you’ll need

Bachelor’s degree in Healthcare, Business Administration, People Management, or a related field;
Postgraduate studies in Healthcare, Business Administration, or a related field in progress are preferred;
Knowledge of Patient Support Programs (PSP) and Diagnostic Support Programs (DSP);
People management experience is preferred;
Ability to analyze and interpret client operational data;
Microsoft Office: Intermediate/Advanced proficiency, especially PowerPoint, Word, and Excel.

Benefits

Comp & perks

Health insurance
Dental insurance
Meal/food allowance
Transportation allowance
Life insurance
Private pension plan
Profit-Sharing Program (PPR)
Health Center | Conexa Saúde
TotalPass
Partnerships with various institutions offering exclusive employee discounts