Clinical Operations Supervisor

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 Clinical Operations Supervisor / Team Lead will provide frontline leadership for Registered Nurses supporting the Specialty Pharmacy Initial Clinical Engagement Program.

This role is responsible for leading day-to-day clinical operations, supporting nurse performance, ensuring workflow adherence, reinforcing quality and compliance expectations, and helping the team deliver a high-quality patient and caregiver experience. The program is focused on outreach to patients at the start of a new specialty therapy, including enrollment support, clinical assessments, therapy education, response to patient inquiries, and referral to additional resources as directed by workflow.

The frontline nurse role includes telephonic patient and caregiver education, clinical assessments, documentation, adverse event identification and escalation, physician outreach when clinically necessary, and adherence to quality and production standards. The Team Lead will serve as the first level of operational and clinical support for nurses, helping to drive productivity, quality, documentation accuracy, adherence, attendance, engagement, and compliance. This position will also support onboarding, training, nesting, precepting, coaching, calibration, quality reviews, and operational readiness as the program scales.

Oversee day-to-day performance and workflow execution for a team of telephonic Registered Nurses supporting the Specialty Pharmacy program. Provide real-time guidance to nurses related to workflows, documentation expectations, patient interactions, systems navigation, escalation pathways, and operational processes. Monitor daily productivity, attendance, adherence, quality outcomes, service levels, queue performance, and other operational metrics. Ensure team readiness at the start of shift, including system access, connectivity, schedule adherence, and issue escalation.

Support workload management, staffing coverage, queue awareness, and daily operational stability. Identify operational risks, workflow barriers, training gaps, and performance trends, then partner with Operations leadership to implement corrective actions. Support program ramp readiness, including onboarding, nesting, production transition, and stabilization activities. Assist with client requests, audit readiness, reporting needs, and operational documentation as required.

Monitor individual and team performance using dashboards, reports, quality findings, attendance data, and operational tools. Conduct regular one-on-one coaching focused on productivity, call handling, documentation accuracy, workflow adherence, quality, compliance, attendance, and patient experience. Complete coaching documentation and maintain accurate performance records. Develop and track action plans for nurses requiring additional support. Support performance improvement plans, corrective action documentation, attendance management, and escalation processes when needed.

Recognize strong performance and promote employee engagement, retention, and team morale. Reinforce best practices through team huddles, side-by-side support, refresher coaching, and knowledge-sharing sessions.

Reinforce adherence to clinical workflows, call handling expectations, documentation standards, escalation requirements, and approved patient education resources. Support accurate completion of clinical assessments, patient education, documentation, and patient/caregiver follow-up in accordance with program requirements. Ensure nurses follow internal processes for adverse event identification, notification, and management within the nursing scope of practice. Support timely escalation of clinical concerns, medication adherence issues, new or unreported symptoms, and other health-related matters identified during the clinical assessment.

Partner with Quality, Training, Compliance, and Operations…