Sagility

Compensation

Full Description

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