Clinical - Senior Operations Manager

Sagility Philippines B.V Branch; Quezon City; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Sagility Philippines B.V Branch seeks a Clinical - Senior Operations Manager to lead daily Navigation client programs within a contact center. You will ensure service quality, efficiency, and client obligations are met, guiding a diverse team across locations and collaborating with matrix partners to optimize customer experiences.

Responsibilities include directing 24x7 service delivery, driving improvements, and partnering with HR, IT, and coaching teams to achieve business goals and risk

Qualifications

• Experience with Net Promoter Score (NPS) and improving operations.
• Strong cross-functional collaboration and stakeholder management.
• Excellent written and verbal communication skills.
• Healthcare leadership experience preferred.

Responsibilities

• Lead a 24x7 customer service operation with 150+ agents and multiple supervisors.
• Direct the delivery and quality of the team’s customer service functions.
• Partner with HR, IT, and other functions to drive improvements in service delivery.
• Drive continuous process improvements and coaching to enhance the customer experience.

Skills

NPS experience

Change management

Cross-functional collaboration

Communication skills

Healthcare leadership

Education

High School Diploma

Bachelor's Degree or higher

Tools

MS Office

Job description

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: Clinical - Senior Operations Manager

Job Description

This role will support the client’s Healthcare line of business by directly managing daily Navigation client programs and services within a contact center operation including: Inbound, Outbound, Direct Messaging service models (Designated and Dedicated accounts) Pre-Enrollment inbound & outbound customer support The primary responsibilities of this role are to ensure service, service delivery & quality standards are met or exceeded, obligations to clients and customers are being managed effectively, to drive continuous improvement within the department, and to partner with other functional areas where necessary, to optimize customer experiences. The Senior Manager will be responsible for working with the Director of Customer Service Operations to execute the operational strategy for the organization, and for leading day-to-day operations. In addition, a key responsibility of this role is to review data trends to provide insight to the Medical & US Commercial Leadership team and Enterprise Operations leaders to make decisions to drive change and improvement. This role will require the candidate to engage and motivate a team of people with diverse skills, responsibilities and geographic locations, and to drive collaboration with matrix partners (e.g. HR, Sustainability Team, Client Services, Workforce Management, Coaching & Quality, Operations etc.) to understand and deliver on our commitments to our customers and clients.

Responsibilities

• Leads a team of 150+ FTE Customer Service Advocates with 4 to 8 Front Line Supervisors, across a 24 x 7 service model.
• Directs the overall delivery & service-related activities for the team’s customer service function.
• Supports the company's customer experience and operations strategies.
• Lead People Initiatives with Human Resources including compensation planning, performance management, staffing, employee relations, hiring and training, employee coaching & development
• Interfaces with other service functions and business units (e.g. HR, client services, coaching & quality, IT) accordingly.
• Directs workforce management execution to optimize operational efficiencies while not compromising the customer experience.
• Executes technology and process enhancements to improve operational efficiency, enhance the customer experience, and respond to customer requests.
• Anticipates Customer needs and proactively develops solutions to meet them.
• Solves unique and complex problems with broad impact on the business.
• Develops and manages business plans to achieve objectives.
• Manages external and internal service compliance; identify risk & compliance opportunities; supports assessment and mitigation of identified risks; responsible to corporate risk and other compliance functions
• Continuously identify, analyze, and drive service expense opportunities by employer group and by account; deliver short- and long-term savings to the company and customers by enhancing the service experience; influence others to consider the customer's service expense opportunities.
• Acts as a change leader, exhibiting managerial courage, delivering transparent and accurate messages to leadership and staff, and driving operational improvement efforts that positively impact customer centricity, accuracy, and efficiency.
• Develop direct reports through coaching, delegation and guidance to master current roles and expand their influence for more responsibility and growth of skills & competencies.
• Focus on improving the Customer Experience through coaching, guidance and identification/execution of operational improvement opportunities.
• Collaborate with Quality and Coaching to improve overall audit performance on customer surveys.
• Implement methods to better utilize customer and provider data to measure our level of success and identify improvement opportunities.
• Develop a team of people that can lead the organization into the future, supply future leaders to other parts of the organization, and think differently about how we do business.
• Enable a virtual work environment where managers and employees have the tools, resources, and information necessary for teamwork, productivity and engagement.

General Safety and Security

Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS). Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions.

COMPETENCY REQUIREMENTS

• Experience with Net Promoter Score (NPS) required and a proven history of improving an operation’s overall effectiveness and efficiency while improving the customer experience
• Innovative, strategic and creative thinking skills with a focus on continuous process improvement is required
• Highly collaborative individual with the ability to drive change and influence within a cross‑functional matrix team environment required
• Strong communication (oral and written), facilitation, and presentation skills.

Quailifications

• High School Diploma, Bachelor's Degree or advanced degree preferred
• 6+ years’ experience within a complex, large-scale/high volume customer facing operations preferred
• 5+ years of healthcare leadership experience
• Proficient using MS Office software
• Location: Quezon City, Bridgetowne ZetaPhilippines

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.

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