Director/Associate Director

at  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.
Authorization-Prior,Concurrent & Retrospective clinical reviews/General care-coordination/ Intake-Voice,Fax, mail

COMPETENCY REQUIREMENTS:

• Ensure that the Contact Center meets productivity standards ? daily.
• Provide daily leadership and motivation to the team (Operations Manager, Training Manager, Customer Experience Manager)
• Conduct monthly one-on-one coaching to Managers and provide feedback to drive performance and reduce cost using data from reports on Attendance, handling time, productivity and quality grades.
• Devising a strategic communication plan to ensure all changes are relayed on time and accurately.
• Create incentives for all staff in conjunction with meeting performance measurements.
• Conduct weekly Governance with the Managers and discuss team and program performance, issues and share best practices.
• Design development plans for the Managers. Prepare for succession plan if in case the position got vacated in the future.

EDUCATION AND/OR EXPERIENCE:

• College degree in Nursing Management, preferably a US Registered Nurse
• 5 years customer service experience, 2-year managerial experience.
  Certificates, Licenses, Registrations:
  Preferably a US Registered Nurse

LANGUAGE SKILLS:

English, additional language a plus.

COMPUTER SKILLS:

MS Office, Planning, Controlling, Organizing and Management Skills.

DUTIES & RESPONSIBILITIES:OPERATIONS MANAGEMENT FUNCTION:

• Monitor 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.
• Work with Operations Managers to administer program and implement both client and in-house policy.
• Ensure that operations are being managed accordingly on a day-to-day basis.
• Attend client meeting on a weekly 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.
• Monitor daily all areas of performance metrics to assure that standards are met across the board
• Attend weekly operations review and present action plans to issues that need to be addressed.
• Collate and respond to operational issues as reported by Operations Manager ? as needed.
• Escalate operational issues beyond level of authority to the Senior Operations Manager ? as needed.
• Inform Account Manager, Director/Senior Director, Associate Vice President, Vice-President of Operations when the system needed (system error/downtime) to handle calls are not working effectively ? as needed.
• Submit weekly and monthly ops review report to the Director/Senior Director, Associate Vice-President, and Vice-President of Operations and Clients.