Clinical Operations- Senior Manager

Job title

Clinical Operations
- Senior Manager

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 Senior 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.

Clinical Operations
- Senior Manager

Education: College degree in Nursing Management, Marketing, Psychology or Life Science

Experience: 5 years customer service experience, 4-years managerial experience.

• 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

• 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 Manager 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 elevate 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, and Senior 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 Senior Vice-President of Operations and Clients.

• Minimize or manage at acceptable level the customers’ complaints
• Work with Account Manager, Operations Director and Senior Vice President for Operations to further develop program and implement policy – as needed.
• Work with the Operations Manager and Training and Quality Manager, and Process Improvement Manager in coordination with other groups in coming up with programs that will help further develop the associates.
• Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI).
• Evaluate 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 following Privacy Rules Standard.
• Work with Process Improvement Manager to implement initiatives that will drive performance.
• Work with the Quality Manager to ensure monitoring coverage as stipulated in the SOW.
• Work with the Training Manager to plot sustainable Training Calendar and Activities, smooth transition to Operations, and deliver quality trainees acceptable to the standards set by the Client and Operations.

• Ensure that the Contact Center meets productivity standards – daily.
• Provide daily leadership and motivation to the team (Operations Manager, Training Manager, Quality Manager and Process Improvement Manager).
• Conduct monthly one-on-one coaching to Managers and provide feedback to drive…