Associate Manager US Clinical Operations RN

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.

The role of an RN Assistant Manager Operations is to assist in managing overall account performance and financial profits by coaching and developing Supervisors to deliver quality performance. Managing Supervisors to ensure day to day operations are successful.

Job title:

Associate Manager US Clinical Operations RN

Job Description:

Education:

Associate degree or diploma in nursing.  Bachelor’s degree in nursing preferred 

Experience:

3 years experience in a clinical call center environment or telehealth environment preferred.
2 years of leadership experience
Healthcare 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

• 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

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 en