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 seeking a talented Supervisor to lead a Care Management / Care Coach team.

This role is responsible for overseeing a team of RNs or non‑licensed Care Coaches and ensuring high‑quality care, service excellence, and operational performance.

The ideal candidate will demonstrate strong clinical understanding (if RN), leadership capability, coaching skills, and the ability to effectively manage daily operations.
Key Responsibilities
Operational Leadership


* Oversee day‑to‑day team operations, including attendance management, call queue oversight, and adherence to client expectations.


* Ensure compliance with floor management policies and service level agreements (SLAs).


* Verify system and equipment connectivity prior to shift start and escalate issues to WFM, IT, or the Operations Manager as needed.


* Provide real-time support to associates by answering questions and assisting with technical or process-related issues.


* Ensure huddles, coaching sessions, and workflow routines are carried out consistently and on schedule.


* Ensure team adherence to shift schedules, breaks, and offline activities.

Performance Management


* Monitor daily quality and productivity metrics using available reports, dashboards, and databases.


* Complete daily Team Leader checklists and submit weekly to the appropriate leader.


* Conduct weekly performance coaching with signed coaching logs; provide additional counseling when required.


* Complete regular one-on-one feedback sessions, including developmental coaching and disciplinary conversations.


* Develop and maintain Individual Development Plans (IDPs) for assigned associates.


* Identify high‑potential team members and assign projects or tasks to support development.


* Ensure timely coaching and corrective action for non-compliance errors.


* Conduct yearly performance appraisals for all assigned team members.

Communication & Alignment


* Cascade process updates, product knowledge, policy changes, and client updates in a timely manner.


* Meet with the team at least weekly to share updates, address concerns, and promote best practices.


* Participate in calibrations and alignment sessions with Quality, Training, and other support groups.


* Escalate operational issues to the Operations Manager or Shift Manager as needed.

Associate Support & Engagem...