Clinical Operations- Senior Manager

Job title
Clinical Operations- Senior Manager

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.

The role of a Senior Manager Operations is to contribute to the overall client satisfaction, retention and account profitability objectives by ensuring the operational performance standards for assigned accounts are met and enhanced.

Job title:

Clinical Operations- Senior Manager

Job Description:

Education:

College degree in Nursing Management, Marketing, Psychology or Life Science

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 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.


* Work with Operations Manager to administer program and implement both client and in-house policy.


* Ensure that operations are being managed accordingly on a day-to-day basis.


* Attend client meeting on a weekly 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.


* Monitor daily all areas of performance metrics to assure that standards are met across the board.


* Attend weekly operations review and present action plans to issues that need to be addressed.


* Collate and respond to operational issues as reported by Operations Manager – as needed.


* Escalate operational issues beyond level of authority to the Senior Operations Manager – as needed.


* Inform Account Manager, Director, and Senior Vice-President of Operations when the system needed (system error/downtime) to handle calls are not working effectively – as needed.


* Submit weekly and monthly ops review report to the Senior Vice-President of Operations and Clients.

Training and Quality Management/Standards Compliance Function:


* Minimize or manage at acceptable level the customers’ complaints


* Work with Account Manager, Operations Director and Senior Vice Pr...