RN Supervisor - Care Management (Temporary/Seasonal)

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.

We are seeking an experienced and highly motivated Clinical Operations Supervisor / Team Lead to lead a team of Registered Nurses (RNs) and/or Care Coaches supporting Care Management programs. This position is responsible for driving operational performance, quality outcomes, member satisfaction, employee engagement, compliance, and workforce effectiveness while fostering a culture of accountability, continuous improvement, and servant leadership.
The Supervisor serves as the frontline leader for daily operations and is responsible for coaching, mentoring, developing, and supporting associates to meet client expectations, operational goals, quality standards, and regulatory requirements. This role acts as a key liaison between frontline staff and leadership while collaborating closely with Workforce Management, Quality, Training, Compliance, Human Resources, and Business Operations teams.
The ideal candidate is a strong people leader who combines operational excellence, data-driven decision making, effective coaching techniques, and a passion for employee development and member outcomes. Relevant operational frameworks, coaching resources, team lead standards, mentoring tools, and care management support materials are commonly used within the program to drive consistency and performance.
Depending on business needs, the Team Lead may operate in a dual Team Lead/Trainer capacity, supporting new hire classes during Training, OJT, and Nesting before transitioning to full operational leadership responsibilities. This model promotes continuity of support, accelerates associate readiness, and strengthens new hire success throughout the employee lifecycle. Job title:

RN Supervisor - Care Management (Temporary/Seasonal) Job Description:

Operational Leadership

- Oversee day-to-day operations of a team of RNs and/or Care Coaches supporting Humana programs.

- Serve as the first point of escalation for associate questions, process concerns, member issues, and system-related challenges.

- Monitor productivity, quality, attendance, adherence, member engagement, service levels, and operational performance metrics.

- Ensure team compliance with client, company, CMS, HIPAA, and regulatory requirements.

- Manage staffing coverage, queue performance, and workload distribution to achieve operational goals.

- Support workforce and attendance management activities through timely communication of staffing concerns and schedule variances.

- Verify associate readiness, system functionality, and connectivity prior to shift start and escalate issues as needed.

- Provide real-time support and guidance to associates regarding workflows, policies, systems, and member interactions.

- Provide virtual support and maintain awareness of team performance, engagement, and operational needs throughout the workday.

- Identify operational risks, performance barriers, and workflow inefficiencies and implement corrective actions.

- Support audits, client requests, compliance reviews, and operational readiness activities.

Performance Management & Coaching

- Monitor daily, weekly, and monthly performance metrics using dashboards, reports, and operational tools.

- Conduct regular one-on-one coaching focused on productivity, quality, documentation accuracy, compliance, attendance, and member experience.

- Complete coaching documentation and maintain accurate employee performance records.

- Develop and track action plans for underperforming associates.

- Lead performance improvement plans, corrective actions,