Supervisor Supply Chain Solution Center

SUMMARY:

Brown University Health (BH) employees are expected to embrace and successfully role model our Shared Values of Compassion, Accountability, Respect, and Excellence; as these values guide our everyday actions with patients, customers, and one another.

Under the supervision of BH Finance and Supply Chain Leadership - Supervisor, Supply Chain Solution Center is responsible for daily supervision and coordination of employees to support operations for the system by providing guidance and support, ensuring high customer satisfaction, quick problem resolution, and processes run smoothly and efficiently. Operational standards must provide a high-level of customer service to the departments Supply Chain supports across BH facilities. This role provides leadership, coaching, and operational oversight to a team of Supply Chain Solution Center Specialists.

Brown University Health employees are expected to successfully model the organization's values of Compassion, Accountability, Respect, and Excellence as these values guide our everyday actions with patients, customers, and one another. In addition to our values, all employees are expected to demonstrate the core Success Factors which tell us how we work together and how we get things done.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Lead, mentor, and supervise a team of Supply Chain Solution Specialists, providing direction, coaching, and support to ensure the team meets performance goals and service standards.
• Oversee the day-to-day operations of the Service Center, including managing internal and external inquiries, resolving issues, and ensuring timely and accurate responses to all requests.
• Develop and implement policies, procedures, and best practices to enhance the efficiency and effectiveness of the center.
• Monitor and analyze customer service metrics and performance indicators, identifying areas for improvement, and implementing strategies to enhance service quality and customer satisfaction.
• Manage escalated inquiries or complaints, address complex issues, and ensure prompt resolution in accordance with company policies and procedures.

• In addition to the above supervisory responsibilities, regularly assists in performing a variety of duties within the department, such as training new/existing employees and cross-functional issue resolution.
• Performs other duties and responsibilities as required including duties of subordinates to assist with workload.

In addition to running day-to-day operations of the team, this individual will be responsible for the team's adherence to service delivery standards that meet or exceed employee and customer expectations.

Necessary skills include systems thinking, project management, excellent communication, adaptability to a diverse portfolio of work, attention to detail, and knowledge of commonly used Microsoft Office functions. Utilizes a collaborative team-centered approach to forming and maintaining positive working relationships. Participates and may lead in development and continuous improvement of Supply Chain processes.

SKILLS/KNOWLEDGE

• Payment technology, ERP systems, Microsoft Office products
• Communication skills (verbal, written, visual)
• Proven experience leading teams
• Critical thinking, adaptability, and problem-solving
• The ability to exercise considerable independent judgment in the performance of supervisory duties.
• An elevated level of people skills to effectively represent BH and Supply Chain in interaction with all levels of personnel within and outside the organization.

EXPERIENCE:

• Bachelor's degree in business or health administration, Legal, Finance, Clinical, Supply Chain or equivalent combination of education, training, and experience

• Five years of related experience, preferably in a healthcare setting.

INDEPENDENT ACTION:

Performs and manages others independently within BH and Supply Chain policies and practices. Refers specific complex problems to leadership when clarification or guidance is required.

SUPERVISORY RESPONSIBILITY:

Supervisory responsibility for up to 12 FTEs

Pay Range:

EEO Statement:

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

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