Program Management Support
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 a Manager Operations is to contribute to the overall client satisfaction, retention and account profitability objectives by ensuring the operational performance standards for assigned accounts are met and enhanced. Job title:
Program Management Support Job Description:
Education:
College degree in Nursing Management, Marketing, Psychology or Life Science
Experience:
5 years customer service experience, 4-years managerial experience.
Mandatory Skills:
- People Management/ Team Orientation
- Drive for Results/ Execution
- Expertise/ Analytical Skills
- Product Knowledge
- Problem Solving
- Presentation Skills
- Process Improvement
- Fiscal Management
- Business Acumen
- Change Management
- Planning, Organizing, Controlling
Roles & Responsibilities:
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Responsible for translating client requirements into production floor activities.
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Acts as the Supplier Program Manager/Senior Manager of Program Management.
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Internal contact for the overall management and productivity of the operation.
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Responsible for the management of specified supervisory teams, tracking of overall center efficiency, keeping updated on product and promotion information, providing Supplier Program Management with updates on service provided, and identifying and tracking improvement and value-added opportunities
Shift Management Function:
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Monitor the teams’ daily performance on all metrics (customer satisfaction ratings, call handling times, service levels & quality grades) to ensure that standards are being met referring to a database, a program or reports.
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Work with Senior OM in implementing programs, which are both clients, and in house.
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Represents the site on client calls on specific area of discipline on a weekly basis or as scheduled for product/ system/ process updates best practices sharing, or call calibrations.
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Attend weekly operations review and present action plans to issues that need to be addressed.
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Execute data analysis specific to the team for action planning.
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Collate and respond to operational issues as escalated/ needed.
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Escalate operational issues beyond level of authority to the Senior Director for Operations – as needed.
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Inform Senior OM when the system needed (system error/ downtime) to handle calls are not working effectively – as needed.
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Submit weekly and monthly ops review report to the Senior Director for Operations.
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Perform counselling to assigned Team Leaders and/ or Customer Service Associates for performance and/or discipline management.
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Ensure Team Leaders’ shift coverage on a daily/weekly basis.
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Approves/ disapproves request for unscheduled leaves and tardiness and do necessary adjustments to schedules of available manpower in order to meet requirements.
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Participates in the development of contingency plans, escalation procedures, and disaster recovery plans.
Clinical Management Function:
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Conducts clinical and critical thinking skills assessment of potential applicants for new hires and nursing academy scholars.
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Takes escalated calls (Clinical Manager’s call) for the nurse triage line and preauthorization STAT/escalated transfers to resolve provider and member concerns that cannot be handled by frontline staff.
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Follows through with pending pre-authorization requests (requiring supervisor’s assistance); reviewing client escalations on outcome of clinical reviews and case management enrolments
Quality Management/Standards Compliance Function:
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Ensure team’s adherence to quality m