RN Supervisor - Care Management

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.

We are looking for a talented Supervisor to lead a Clinical Nurse Advisor (CNA) team. The role requires strong clinical knowledge, leadership skills, and the ability to coach, mentor, and manage a team.

• Pick cases from queue and distribute to CNAs, sending information to the client.
• Perform daily monitoring of CNAs quality & productivity metrics using available reports and database.
• Implement floor management policies to ensure adherence to service level agreements between clients.
• Ensure connectivity and proper functioning of systems/equipment prior to shift; report defective units to workforce, IT group, and Operations Manager.
• Answer questions while CNAs are online and provide assistance for technical problems.
• Ensure coaching and huddle schedules are carried out regularly.
• Ensure CNA adherence to schedules – shift schedule and off-phone schedules.
• Ensure Team Leader checklist is completed daily and submitted weekly to the respective leader.
• Escalate issues to Operations Manager or Shift Manager.
• Accomplish monitoring requirements as needed.
• Manage and resolve CNAs’ HR-related concerns.
• Foster high morale with team bonding activities.
• Coach CNAs and provide feedback on weekly performance via signed coaching logs.
• Complete one-on-one feedback sessions, including counseling for disciplinary purposes, and maintain low disciplinary actions.
• Cascade process/product updates to CNAs promptly.
• Create individual development plans for CNAs over a given period.
• Effectively cascade internal & client-related policies to CNAs in a timely manner.
• Meet with team at least once a week to discuss issues and share best practices.
• Identify team members with potential for other positions and assign tasks or projects to develop that potential.
• Perform special assignments or handle projects as delegated by leaders.
• Submit reports as needed:
  Weekly coaching logs, weekly huddle agenda, weekly & monthly team performance reviews, yearly performance appraisal for each CNA.

• Education: Active PHRN and US Registered Nurse (USRN) license.
• Experience: Minimum 2 years post-education clinical experience. Preferably 2–3 years of customer service experience.
• Communication & Interpersonal
  
  Skills:
  
  Strong communication and interpersonal skills.
• Computer
  
  Skills:
  
  MS Office proficiency.

• Provide timely and accurate updates to CNAs through scheduled coaching and ad hoc sessions.
• Carry out process-related activities within prescribed turn-around time.
• Coaching non-compliance errors to CNAs within the turnaround time.
• Review all monitored calls within the turnaround time.
• Attend calibrations and alignment meetings with support groups (QA and/or Training).
• Know and follow existing internal and external processes of the program.
• Perform disciplinary actions documents promptly.
• Ensure CNAs adhere to work schedule.
• Generate individual semi-monthly employee attendance records via Global ESS.
• Conduct yearly performance appraisals.
• Investigate and validate violations of Project Eden Code of Conduct, recommending and serving corresponding disciplinary action.

Location:

Work@Home USA, United States of America.

An Equal Opportunity Employer/Vet/Disability.