Sagility

Manage daily operations and performance metrics of care management teams, ensure compliance with policies including HIPAA, lead coaching and development of staff, and liaise with clients to improve program outcomes. | Requires a nursing degree or equivalent clinical experience with at least 5 years clinical and 2 years managerial experience, plus customer service skills. | Sagility is a global leader specializing in augmenting healthcare teams to better patient, member, business and financial outcomes in partnership with payers and providers. A Leader who can interact closely with members and patients to deliver evidence-based, timely, preventative, personalized, cost-effective care with focus on the whole person that improves health, value and overall quality of life. We are currently hiring an Clinical Operations Manager- Care Management to join our team! Skills Required: • People Management/ Team Orientation • Drive for Results/ Execution • Expertise/ Analytical Skills • Product Knowledge • Presentation Skills • Process Improvement • Change Management • Organizing and Management Skills • Communication Skill (Spoken) • Communication Skill (Written) • Customer Service Orientation • Computer Literacy • Job Knowledge • Sense of Urgency • Passion for Excellence • Working in Teams/ Interpersonal Skills • Work Organization • Thriving in Change • Problem Solving • Facilitation Skills • Coaching • Performance Management • Discipline Management • Conflict Management • Fiscal Management • Business Acumen • Planning, Organizing, Controlling Role Expectation: • Monitors daily all areas of performance metrics (call handling times, service levels & quality grades) to assure that standards are met across the board referring to a database, a program or reports. • Works to administer program and implement both client and in house policy. • Ensures that operations are being managed accordingly on a day-to-day basis. • Attends client meeting on a regular basis or as needed to discuss the program performance based on the key operational metrics. • Interface with client during visits, do presentation regarding performance of the program if need be and escalate issues that are out of the ordinary. • Attends weekly operations review and present action plans to issues that need to be addressed. • Collates and responds to operational issues as reported by Team Leads - as needed. • Escalates operational issues beyond level of authority to the Department Head - as needed. • Informs the Department Head when the system needed (system error/downtime) to handle calls are not working effectively - as needed. • Submits weekly and monthly ops review report to the Department Head. • Minimizes or manages at acceptable level the customers' complaints • Works with the Department Head to further develop program and implement policy - as needed. • Works with the Team Leads and all Support Managers in coordination with other groups in coming up with programs that will help further develop the associates. • Recommends new or modifications to existing procedures to ensure Continuous Process Improvement (CPI). • Evaluates management and contact center practices for possible modifications that will result in increased employee efficiency and satisfaction. • Responsible for the development and implementation of policies and procedures pertaining to HIPAA and ensures the center is in compliance with Privacy Rules Standard. • Ensures that the Operations Team meets productivity standards - daily. • Provides daily leadership and motivation to the Operations Team. • Conducts monthly one-on-one coaching to direct reports and provide feedback to drive performance and reduce cost using data from reports on Attendance, handling time, productivity and quality grades. • Devises strategic communication plan to ensure all changes are relayed on time and accurately. • Creates incentives for all staff in conjunction with meeting performance measurements. • Conducts weekly meetings with direct reports to discuss team and program performance, issues and share best practices. • Designs development plans for direct reports; Prepares for succession plan in case the position got vacated in the future. • Initiates and supports all employee satisfaction and workplace programs. • Consults personnel / program issues to the Department Head in terms of further decision-making. • Coordinates with client for login ID upgrades due to promotion and/or deletion of network IDs from the system for voluntary/involuntary attrition. • Regularly spot-checks agents on customer handling and provides TLs/Quality Personnel with feedback on areas for improvement. • Performs tasks assigned by the Department Head. • Prepares composite reports from the individual reports of subordinates. • Communicates as needed with other departments about operational and personnel issues. • Handles the overall project, budgeting & financials, strategies to improve teams KPIs, SPOC for the client relations, profitability of the project, planning & process improvements. Education & Qualifications: • Any Nursing 4 years College Degree, and/or associate degree, and /or equivalent experience. • 5 years clinical experience • 2 years managerial experience. • Preferred experience: 2 years customer service Sagility Offers Competitive Benefits Including: • Medical • Dental • Vision • Life Insurance • Short-Term and Long-Term Disability • Flexible Spending Account • Life Assistance Program • 401K with employer contribution • PTO and Sick Time • Tuition Reimbursement Join our team, we look forward to talking with you! An Equal Opportunity Employer/Vet/Disability Location: Work@Home USAUnited States of America

Coach and develop a customer service team to meet performance metrics, handle escalated calls, manage employee performance, and promote teamwork. | 1+ years customer service experience with 12 months supervisory experience, strong interpersonal and communication skills, proficiency with technology, and ability to lead and improve team processes. | Education: • High School Diploma or equivalent required, Associates or Bachelor's degree preferred Experience: • 1+ years experience in customer service, call center or related field, including 12 months in a supervisor capacity. Healthcare Industry Preferred. Mandatory Skills: • Excellent interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills. • Proficiency with the necessary technology, including computers, software applications, phone systems, etc. • Ability to improve and/or transform team processes across functions within the organization. • Ability to understand basic data and take appropriate action. • Ability to drive individual and team efficiency and productivity through effective and efficient metric management. • Ability to coach, train, and motivate employees and evaluate their performance. • Ability to effectively lead and develop team towards improved performance. • Ability to delegate and manage workloads and projects across functions within the organization. • Ability to successfully drive continuous improvement efforts by leading work streams related to call center metrics and monitoring tools. • Ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions. Roles & Responsibilities: • Coach and develop team to achieve account specific and organization CPIs and KPIs. • Responsible for monitoring employee performance using coaching tool and performance dashboards based on CPIs and KPIs. • Responsible for managing employee performance to include coaching, reward and recognition activities and merit/performance reviews. • Responsible for clearly communicating client and organization's expectations on an individual and team basis. • Develop daily and weekly action Plans to address individual performance in relationship to team performance. • Responsible for employee accountability and productivity, utilizing tools and reporting provided by clients and organization. • Responsible for handling escalated and non-resolved customer calls. • Participate in cross-functional activities and communication to further Company's capabilities and improvements. • Responsible for communicating by personal example and ongoing dialogue compliance to Company's policies and procedures, e.g., conducting oneself as a positive role model for all employees, particularly our CSRs. • Promote teamwork and cooperative effort. • Help train and provide guidance to other CSRs within the organization • Maintain a clean, safe, and unobstructed work area, and practice good safety habits. • Provide internal and external customers with the highest quality service. Salary Range: $18.75 and up dependent on experience Sagility Offers Competitive Benefits Including: • Medical • Dental • Vision • Life Insurance • Short-Term and Long-Term Disability • Flexible Spending Account • Life Assistance Program • 401K with employer contribution • PTO and Sick Time • Tuition Reimbursement Join our team, we look forward to talking with you! An Equal Opportunity Employer/Vet/Disability Location: Work@Home El PasoUnited States of America