RN Supervisor - Care Management

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.

Assi...