Clinical Operations Manager- Care Management

Sagility

110d

About The Position

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!

Requirements

• Any Nursing 4 years College Degree, and/or associate degree, and /or equivalent experience.
• 5 years clinical experience.
• 2 years managerial experience.

Nice To Haves

• 2 years customer service experience.

Responsibilities

• 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.

Benefits

• 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

What This Job Offers

• Career Level: Manager
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees