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:

RN Team Lead

Job Description:

We are currently seeing a talented Team Lead for Clinical Nurse Advisor (CNA). The role of the Team Lead for Clinical Nurse Advisor (CNA) typically involves leading and overseeing a team of CNAs, ensuring they provide high quality patient care and support. This role requires strong clinical knowledge, leadership skills, and the ability to coach, mentor and manage a team.

Key responsibilities: ?? ?

• Pick cases from queue and distribute cases to CNAs and send the information to the client.
  
• Performs daily monitoring of CNAs quality & productivity metrics by utilizing reports and database available.
  
• Implement floor management policies to ensure adherence to service level agreements between clients.
  
• Ensures connectivity and proper functioning of systems/ equipment of the CNAs prior to the shift and reports to workforce, IT group and Operations Manager for the immediate repair/ replacement of defective unit
  
• Answers questions while CNAs are on-line and provide assistance in cases of technical problems experienced by CNAs in their function.
  
• Ensures that coaching and huddle schedules on a regular basis are carried out.
  
• Ensures CNA adherence to schedules ? shift schedule and off the phone schedules
  
• Ensure that Team Leader checklist is completed daily and submitted weekly to his/her respective leader.
  
• Escalate issues to Operations Manager or Shift Manager.
  
• Accomplish monitoring requirements as needed.
  
• Ensures that CNAs adhere to work schedule.
  
• Be able to manage and resolve CNAs? HR-related concerns
  
• Be able to ensure high morale of the team by carrying out team bonding activities.
  
• Be able to coach CNAs and provide feedback on weekly performance as evidenced by a signed coaching log. Complete one-on-one feedback sessions with CNAs, which can include counseling for disciplinary purposes (Ensure high motivation with low disciplinary actions).
  
• Be able to cascade process/ product updates to CNA on a timely manner
  
• Be able to create specific Individual Development Plans for CNAs over a given period of time.
  
• Be able to effectively cascade internal & client-related policies and programs to CNAs in a timely manner.
  
• Be able to meet with team at least once a week to discuss issues and share best practices.
  
• Be able to identify team members who display potential for other positions within the company. Assign tasks or projects to further develop that potential.
  
• Be able to perform special assignments or handle projects as delegated by leaders.
  
• Be able to submit reports as needed:
  

• Weekly Coaching logs
  
• Weekly Huddle Agenda
  
• Weekly & Monthly Team Performance Reviews
  
• Yearly Performance Appraisal for each CNA
  
• IDPs for CNAs
  
• Monthly EXCEED Nominees
  

Education: ?

• Certificates, Licenses, Registrations: Active PHRN and US Registered Nurse (USRN) license.
  

Experience: ?

• Active PHRN and US Registered Nurse (USRN) with minimum 2 years post education clinical experience. Preferably with 2 ? 3 years of customer service experience.
  
• Strong communication and interpersonal skills.
  
• Computer skills: MS Office
  

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Skills: ?

• Be able to provide timely and accurate updates to the CNAs through scheduled coaching time and/or ad hoc for Hotline behaviors and/or non-compliance errors.
  
• Be able to carry out process related activities within the prescribed turn-around time.
  
• Ensure that non-compliance errors are coached to CNAs within the turn-around time.
  
• Ensure that all monitored calls are reviewed within the turnaround time.
  
• Attend calibrations and alignment meetings with support groups (QA and/ or Training).
  
• Knows and follows existing internal and external processes of the program
  
• Be able to carry out disciplinary action documents on a timely manner.
  
• Ensures that CNAs adhere to work schedule.
  
• Generates individual semi-monthly Employee Attendance Records via Global ESS.
  
• Reflects approved changes on schedules.
  
• Be able to conduct yearly performance appraisals.
  
• Be able to investigate and validate violations to the Project Eden Code of Conduct, recommends and serves corresponding disciplinary action.
  

Salary: Up to $42.00/hour

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?
  

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Join our team, we look forward to talking with you!?

An Equal Opportunity Employer/Vet/Disability?

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Location:

Work@Home USAUnited States of America