Job title
Clinical Operations Manager- Care Management

About Sagility

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:

Clinical Operations Manager- Care Management

Job 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