Supervisor of Clinical Operations

Job Description Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members.

The company optimizes the entire member / patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics.

Sagility has more than 25,000 employees across 5 countries. Job title : Supervisor of Clinical Operations Job Description : We are currently hiring a remote Nurse Supervisor to join the Sagility Team! Education :

• Associate degree or diploma in nursing (LPN)
• Bachelor?s degree in nursing a plus Experience :
• 3 years experience in a clinical call center environment or telehealth environment preferred.
• 2 years leadership experience
• Healthcare preferred
• Fluent in Spanish preferred Mandatory Skills :
• Active, unrestricted nursing license (for nurses)
• Strong management, interviewing, hiring, coaching, and counseling skills
• Ability to manage multiple projects to successful and timely completion
• Ability to interpret data and work within multiple systems
• Excellent communication skills; written, verbal
• Strong presentation skills
• Demonstrated sound problem-solving analytical and decision-making skills
• Knowledge of quality improvement processes
• Possesses leadership qualities of courage, integrity, the ability to motivate others and the ability to promote harmony in the workplace
• Works effectively leading a team and participating on a team
• Strong member advocate : willing to go above and beyond normal responsibilities to provide the best service possible
• Ability to assist member in navigating the healthcare system and community-based resources
• Culturally sensitive and competent regarding membership served
• Ability to work remotely
• Ability to determine when to escalate issues appropriately and in a timely manner
• Proficient computer skills
• Thorough knowledge of case management
• Knowledge of / experience in disease management
• Understanding of family and group dynamics
• Familiarity with change behavior techniques
• Demonstrates empathy
• Must have experience managing teams in a virtual environment and coaching team members regarding opportunities for improvement Preferred Skills :
• Basic financial acumen (cost-effectiveness, cost-benefit etc.) Roles & Responsibilities : Shift Management Function :
• Accountable for the shift operations.
• Ensures execution of contingency and disaster recovery plans.
• Ensures Contact Center meets productivity standards and client service levels are met or exceeded.
• Reviews and analyses productivity reports prepared by the team leaders before the reports are submitted to the Operations Manager.
• Submits periodic productivity / service performance reports to the Operations Manager.
• Prepares the schedule / Team Leaders assignments to ensure that all operational hours are supervised.
• Regularly conducts dialogues, communication sessions with agents / front liners (skip meetings).
• Ensures that workplace is safe, conducive, and a healthy working environment.
• Implements operational management policies in order to ensure adherence to service level agreements between clients.
• Coordinates with workforce with regards to approval / disapproval of request for unscheduled leaves and tardiness and the necessary adjustments to schedules of available manpower in order to meet requirements.
• Ensures preparation of client required reports and makes necessary endorsements to ensure that deadlines for submission of reports are met.
• Be able to analyze and recommend measures in order to meet set metrics based on trends.
• Ensures all team monitor service calls to observe employee?s demeanor, technical accuracy, and conformity to company policies.
• Be able to ensure that operations run smoothly on a daily basis.
• Be able to coordinate with Workforce to ensure Service Levels and program goals are met.
• Recommends corrective services within client limits to adjust customer complaints.
• Answers questions about service to Team Leaders and works to develop so repeat questions do not arise.
• Strives to help the entire team when in need of assistance.
• Communicates policy changes, program developments, and company news to their respective teams, supporting the business decisions while supporting the staff in any required adjustments Clinical Management Function :
• Takes escalated calls to resolve provider and member concerns that cannot be handled by supervisors and front-line staff.
• Follows through with pending client escalations? requests (example : pre-authorization requests) requiring supervisor?s assistance; reviewing outcome of case rework prior to handing it over to the clients. Quality Management / Standards Compliance Function :
• Conducts performance reviews and appraisals for Team Leaders (monthly / midyear / yearly).
• Reviews preliminary investigation of disciplinary cases and approves / disapproves / escalates disciplinary actions in adherence to the provisions of the Company Code of Conduct.
• Conducts regular inter and intradepartmental operations, feedback, action planning, meetings for dissemination of policies and products, hardware issues, troubleshooting, review of status reports, etc.
• Participates in the development of contingency plans, escalation procedures, and disaster recovery plans.
• Regularly reviews staffing requirements, actual headcount vs.

budget, and requisitions for manpower when necessary.

Informs all parties when system is not working effectively.

Payroll, HR, etc.) as reported by TLs.

Coaching logs, performance review, etc.).