Clinical Operations Manager- Care Management (Finance)
Job title
Clinical Operations Manager- Care Management
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:
Clinical Operations Manager- Care Management
Job Description:
Sagility is a global leader specializing in augmenting healthcare teams to better patient, member, business and financial outcomes in partnership with payers and providers. A Leader who can interact closely with members and patients to deliver evidence-based, timely, preventative, personalized, cost-effective care with focus on the whole person that improves health, value and overall quality of life.
We are currently hiring an Clinical Operations Manager- Care Management to join our team!
Skills Required:
- People Management/ Team Orientation
- Drive for Results/ Execution
- Expertise/ Analytical Skills
- Product Knowledge
- Presentation Skills
- Process Improvement
- Change Management
- Organizing and Management Skills
- Communication Skill (Spoken)
- Communication Skill (Written)
- Customer Service Orientation
- Computer Literacy
- Job Knowledge
- Sense of Urgency
- Passion for Excellence
- Working in Teams/ Interpersonal Skills
- Work Organization
- Thriving in Change
- Problem Solving
- Facilitation Skills
- Coaching
- Performance Management
- Discipline Management
- Conflict Management
- Fiscal Management
- Business Acumen
- Planning, Organizing, Controlling
Role Expectation:
- Monitors 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.
- Works to administer program and implement both client and in house policy.
- Ensures that operations are being managed accordingly on a day-to-day basis.
- Attends client meeting on a regular 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.
- Attends weekly operations review and present action plans to issues that need to be addressed.
- Collates and responds to operational issues as reported by Team Leads – as needed.
- Escalates operational issues beyond level of authority to the Department Head – as needed.
- Informs the Department Head when the system needed (system error/downtime) to handle calls are not working effectively – as needed.
- Submits weekly and monthly ops review report to the Department Head.
- Minimizes or manages at acceptable level the customers' complaints
- Works with the Department Head to further develop program and implement policy – as needed.
- Works with the Team Leads and all Support Managers in coordination with other groups in coming up with programs that will help further develop the associates.
- Recommends new or modifications to existing procedures to ensure Continuous Process Improvement (CPI).
- Evaluates management and contact center practices for possible modifications that will result in increased employee efficiency and satisfaction.
- Responsible for the development and implementation of policies and procedures pertaining to HIPAA and ensures the center is in compliance with Privacy Rules Standard.
- Ensures that the Operations Team meets productivity standards – daily.
- Provides daily leadership and motivation to the Operations Team.
- Conducts monthly one-on-one coaching to direct reports and provide feedback to drive performance and reduce cost using data from reports on Attendance, handling time, productivity and quality grades.
- Devises strategic communication plan to ensure all changes are relayed on time and accurately.
- Creates incentives for all staff in conjunction with meeting performance measurements.
- Conducts weekly meetings with direct reports to discuss team and program performance, issues and share best practices.
- Designs development plans for direct reports; Prepares for succession plan in case the position got vacated in the future.
- Initiates and supports all employee satisfaction and workplace programs.
- Consults personnel / program issues to the Department Head in terms of further decision-making.
- Coordinates with client for login ID upgrades due to promotion and/or deletion of network IDs from the system for voluntary/involuntary attrition.
- Regularly spot-checks agents on customer handling and provides TLs/Quality Personnel with feedback on areas for improvement.
- Performs tasks assigned by the Department Head.
- Prepares composite reports from the individual reports of subordinates.
- Communicates as needed with other departments about operational and personnel issues.
- Handles the overall project, budgeting & financials, strategies to improve teams KPIs, SPOC for the client relations, profitability of the project, planning & process improvements.
Education & Qualifications:
- Any Nursing 4 years College Degree, and/or associate degree, and /or equivalent experience.
- 5 years clinical experience
- 2 years managerial experience.
- Preferred experience: 2 years customer service
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
Join our team, we look forward to talking with you!
An Equal Opportunity Employer/Vet/Disability
Location:
Work@Home USAUnited States of America
