Sagility
Clinical Operations Senior Manager
Sagility combines industry‑leading technology and transformation‑driven BPM services with decades of healthcare domain expertise.
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 Description The Senior Manager Operations ensures client satisfaction, retention, and account profitability objectives are met and enhanced. The role involves managing program operations, training and quality, staff development, client management, and safety and security activities.
Education
College degree in Nursing Management, Marketing, Psychology or Life Science.
Clinical degree (USRN) with unrestricted license to practice within the United States.
Experience
5 years customer service experience.
4 years managerial experience.
Mandatory Skills
People Management / Team Orientation
Drive for Results / Execution
Expertise / Analytical Skills
Product Knowledge
Problem Solving
Presentation Skills
Process Improvement
Fiscal Management
Business Acumen
Change Management
Planning, Organizing, Controlling
Roles & Responsibilities Operations Management Function
Monitor daily performance metrics (call handling times, service levels & quality grades) to assure standard compliance.
Administer program and implement client and in‑house policy with Operations Manager.
Manage day‑to‑day operations and attend weekly client meetings to discuss performance.
Interface with clients during visits, present performance and escalation any unusual issues.
Attend weekly operations reviews, present action plans and respond to operational issues as reported.
Escalate issues beyond authority to Senior Operations Manager and inform senior leadership as needed.
Submit weekly and monthly operations review reports to Senior Vice‑President of Operations and clients.
Training & Quality Management / Standards Compliance Function
Minimize customer complaints to acceptable levels.
Collaborate with account, staff and senior leadership to develop and implement policies and procedures.
Recommend and implement process improvements for continuous improvement.
Ensure compliance with HIPAA, Privacy Rules, HITECH, URAC and other relevant legislation.
Coordinate training calendar, activities and quality monitoring to meet client standards.
Staff Development Function
Ensure daily productivity standards are met.
Provide leadership and motivation to managers and staff.
Conduct monthly one‑on‑one coaching and weekly manager meetings to review performance.
Develop succession and incentive plans and support employee satisfaction initiatives.
Manage account login IDs, reporting and spot‑checks on agent performance.
Client Management
Interface daily with Vendor Managers to address operational concerns and metrics.
Coordinate with transition, training, quality, reporting and special projects groups.
Submit timely reports to clients and manage invoicing documentation.
Other Responsibilities
Execute tasks assigned by Director or Associate Director.
Prepare composite reports and communicate operational issues with other departments.
Manage overall project budgeting, financial planning and client profitability.
Recruit key personnel from internal and external sources.
General Safety and Security
Protect organization assets and uphold QI Management System principles.
Ensure confidentiality, integrity and availability of critical information.
Maintain compliance with HIPAA, HITECH, URAC and international regulations.
Benefits
Medical
Dental
Vision
Life Insurance
Short‑Term and Long‑Term Disability
Flexible Spending Account
Life Assistance Program
401(k) 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 – USA, United States of America
Seniority Level
Not Applicable
Employment Type
Full‑time
Job Function
Management and General Business
Industries
Outsourcing and Offshoring Consulting
#J-18808-Ljbffr
Sagility has more than 25,000 employees across 5 countries.
Job Description The Senior Manager Operations ensures client satisfaction, retention, and account profitability objectives are met and enhanced. The role involves managing program operations, training and quality, staff development, client management, and safety and security activities.
Education
College degree in Nursing Management, Marketing, Psychology or Life Science.
Clinical degree (USRN) with unrestricted license to practice within the United States.
Experience
5 years customer service experience.
4 years managerial experience.
Mandatory Skills
People Management / Team Orientation
Drive for Results / Execution
Expertise / Analytical Skills
Product Knowledge
Problem Solving
Presentation Skills
Process Improvement
Fiscal Management
Business Acumen
Change Management
Planning, Organizing, Controlling
Roles & Responsibilities Operations Management Function
Monitor daily performance metrics (call handling times, service levels & quality grades) to assure standard compliance.
Administer program and implement client and in‑house policy with Operations Manager.
Manage day‑to‑day operations and attend weekly client meetings to discuss performance.
Interface with clients during visits, present performance and escalation any unusual issues.
Attend weekly operations reviews, present action plans and respond to operational issues as reported.
Escalate issues beyond authority to Senior Operations Manager and inform senior leadership as needed.
Submit weekly and monthly operations review reports to Senior Vice‑President of Operations and clients.
Training & Quality Management / Standards Compliance Function
Minimize customer complaints to acceptable levels.
Collaborate with account, staff and senior leadership to develop and implement policies and procedures.
Recommend and implement process improvements for continuous improvement.
Ensure compliance with HIPAA, Privacy Rules, HITECH, URAC and other relevant legislation.
Coordinate training calendar, activities and quality monitoring to meet client standards.
Staff Development Function
Ensure daily productivity standards are met.
Provide leadership and motivation to managers and staff.
Conduct monthly one‑on‑one coaching and weekly manager meetings to review performance.
Develop succession and incentive plans and support employee satisfaction initiatives.
Manage account login IDs, reporting and spot‑checks on agent performance.
Client Management
Interface daily with Vendor Managers to address operational concerns and metrics.
Coordinate with transition, training, quality, reporting and special projects groups.
Submit timely reports to clients and manage invoicing documentation.
Other Responsibilities
Execute tasks assigned by Director or Associate Director.
Prepare composite reports and communicate operational issues with other departments.
Manage overall project budgeting, financial planning and client profitability.
Recruit key personnel from internal and external sources.
General Safety and Security
Protect organization assets and uphold QI Management System principles.
Ensure confidentiality, integrity and availability of critical information.
Maintain compliance with HIPAA, HITECH, URAC and international regulations.
Benefits
Medical
Dental
Vision
Life Insurance
Short‑Term and Long‑Term Disability
Flexible Spending Account
Life Assistance Program
401(k) 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 – USA, United States of America
Seniority Level
Not Applicable
Employment Type
Full‑time
Job Function
Management and General Business
Industries
Outsourcing and Offshoring Consulting
#J-18808-Ljbffr