Customer Service Supervisor

Sagility Philippines B.V Branch; Quezon City; On-site; PHP 446,000 - 714,000; Full time

Job summary

Sagility Philippines B.V Branch in Quezon City is seeking a Customer Service Supervisor - Clinical USRN to lead a team of 15 Advocates, coach performance, and ensure the tools and training needed to deliver excellent service.

You will meet daily with the team, set clear expectations, drive accountability, and collaborate with HR and cross-functional partners to hire, onboard, and develop staff while focusing on customer care and continuous improvement.

Responsibilities

• Leads and supports a team of 15 Advocates; drives performance.
• Provides coaching and development; conducts daily meetings.
• Sets clear expectations and builds accountability.
• Advocates for customers by sharing information to meet healthcare needs.
• Partners with capacity planners to meet resource needs.
• Uses metrics to drive improvement and identify trends.
• Collaborates on technology initiatives and cross-functional projects.

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:

Customer Service Supervisor

Job Description:

In this vital role, the Customer Service Supervisor - Clinical USRN is focused on engaging and motivating their team to make personal connections with customers. They support Service Advocates by ensuring they have the right tools and training, to identify root causes for service challenges, and by helping to remove barriers to excellent service. Customer focus, motivating others, setting priorities and removing barriers for your team are some of the essential skills required. Continuous improvement, and working collaboratively with other departments and colleagues, will be critical to success.

Roles & Responsibilities

• Leads and supports the daily operations of a team of 15 Advocates; either virtually or in an office. Motivates, coaches and develops their team members.
• Meets daily with Advocates to recognize good behaviors, provide coaching on needed improvement, and ensure action and follow up plans are created.
• Communicates clear expectations and behaviors through individual and team meetings and builds accountability within the team.
• Reinforces the importance of listening to customers, advocating for them by sharing information that will help them to better meet their healthcare needs.
• Partners with short- and long-term capacity planners to meet resource needs to deliver on operational and customer expectations.
• Uses metrics to identify needed performance improvement, customer trends and other areas of opportunity for continuous improvement.
• Participates in the technology strategy and implementation of initiatives. Collaborates with technology partners and cross functional groups maximize effectiveness and efficiency.
• Participates with HR in hiring, onboarding, training, development, compensation planning and performance management. Builds an inclusive environment that values different perspectives.

Location:

Quezon City, Bridgetowne GBF Center 1Philippines

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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