Sagility India Private Ltd

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RN Supervisor - Care Management (Finance)



Job title
RN Supervisor - Care Management

About Sagility

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 Management

Job 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.

Sagility Offers Competitive Benefits Including:

  • 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
  • Join our team, we look forward to talking with you!

An Equal Opportunity Employer/Vet/Disability

Location:

Work@Home USAUnited States of America Apply

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