Job description
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:
RN Supervisor - Care ManagementJob Description:
We are currently seeing a talented Supervisor to lead a Clinical Nurse Advisor (CNA) team. The role of the Supervisor for Clinical Nurse Advisor (CNA) typically involves leading and overseeing a team of CNAs, ensuring they provide high quality patient care and support. This role requires strong clinical knowledge, leadership skills, and the ability to coach, mentor and manage a team.
Key responsibilities:
Pick cases from queue and distribute cases to CNAs and send the information to the client.
Performs daily monitoring of CNAs quality & productivity metrics by utilizing reports and database available.
Implement floor management policies to ensure adherence to service level agreements between clients.
Ensures connectivity and proper functioning of systems/ equipment of the CNAs prior to the shift and reports to workforce, IT group and Operations Manager for the immediate repair/ replacement of defective unit
Answers questions while CNAs are on-line and provide assistance in cases of technical problems experienced by CNAs in their function.
Ensures that coaching and huddle schedules on a regular basis are carried out.
Ensures CNA adherence to schedules – shift schedule and off the phone schedules
Ensure that Team Leader checklist is completed daily and submitted weekly to his/her respective leader.
Escalate issues to Operations Manager or Shift Manager.
Accomplish monitoring requirements as needed.
Be able to manage and resolve CNAs’ HR-related concerns
Be able to ensure high morale of the team by carrying out team bonding activities.
Be able to coach CNAs and provide feedback on weekly performance as evidenced by a signed coaching log. Complete one-on-one feedback sessions with CNAs, which can include counseling for disciplinary purposes (Ensure high motivation with low disciplinary actions).
Be able to cascade process/ product updates to CNA on a timely manner
Be able to create specific Individual Development Plans for CNAs over a given period.
Be able to effectively cascade internal & client-related policies and programs to CNAs in a timely manner.
Be able to meet with team at least once a week to discuss issues and share best practices.
Be able to identify team members who display potential for other positions within the company. Assign tasks or projects to further develop that potential.
Be able to perform special assignments or handle projects as delegated by leaders.
Be able to submit reports as needed:
Weekly Coaching logs
Weekly Huddle Agenda
Weekly & Monthly Team Performance Reviews
Yearly Performance Appraisal for each CNA
Education:
Certificates, Licenses, Registrations: Active PHRN and US Registered Nurse (USRN) license
Experience:
Active PHRN and US Registered Nurse (USRN) with minimum 2 years post education clinical experience. Preferably with 2 – 3 years of customer service experience.
Strong communication and interpersonal skills.
Computer skills: MS Office
Skills:
Be able to provide timely and accurate updates to the CNAs through scheduled coaching time and/or ad hoc for Hotline behaviors and/or non-compliance errors.
Be able to carry out process related activities within the prescribed turn-around time.
Ensure that non-compliance errors are coached to CNAs within the turn-around time.
Ensure that all monitored calls are reviewed within the turnaround time.
Attend calibrations and alignment meetings with support groups (QA and/ or Training).
Knows and follows existing internal and external processes of the program
Be able to carry out disciplinary action documents on a timely manner.
Ensures that CNAs adhere to work schedule.
Generates individual semi-monthly Employee Attendance Records via Global ESS.
Reflects approved changes on schedules.
Be able to conduct yearly performance appraisals.
Be able to investigate and validate violations to the Project Eden Code of Conduct, recommends and serves corresponding disciplinary action.
An Equal Opportunity Employer/Vet/Disability
Location:
Work@Home USAUnited States of AmericaOriginally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.