Operations Supervisor

Sagility Member Enrollment LLC; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

Sagility Member Enrollment LLC is seeking an Operations Supervisor to lead a trained customer service team in a work-from-home setup within the United States. The role requires 1–2+ years of credentialing experience and at least 1 year of supervisory experience, with strong interpersonal and process-improvement skills.

Associates or a Bachelor's degree are preferred. The supervisor will coach staff, monitor performance, and drive continuous improvement across CPIs and KPIs while ensuring

Qualifications

• Excellent interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Proficiency with technology including computers and phone systems.
• Ability to improve and transform team processes across functions.
• Ability to understand basic data and take appropriate action.
• Ability to drive team efficiency through metric management.
• Ability to coach, train and motivate employees and evaluate performance.
• Ability to lead and develop team towards improved performance.
• Ability to delegate and manage workloads across functions.
• Ability to drive continuous improvement through call center metrics and monitoring tools.
• Ability to problem solve and troubleshoot proactively.

Responsibilities

• Coach and develop team to achieve account-specific CPIs and KPIs.
• Monitor employee performance using coaching tools and dashboards based on CPIs and KPIs.
• Manage employee performance including coaching, rewards, and merit reviews.
• Facilitate training of backfill classes for knowledge transfer and continuity.
• Communicate client and organizational expectations clearly at individual and team levels.
• Develop daily and weekly action plans to address performance.
• Ensure accountability and productivity using client-provided tools and reports.
• Handle escalated and unresolved customer calls.
• Participate in cross-functional activities to improve capabilities.
• Model compliant behavior and promote teamwork within the CSRs.
• Provide guidance to other CSRs and maintain a safe work area.
• Employees may perform other duties as assigned.

Skills

Interpersonal skills

Customer service

Problem solving

Verbal communication

Written communication

Conflict resolution

Data understanding

Metric management

Coaching & training

Team leadership

Process improvement

Delegation

Education

High School Diploma or equivalent

Associates degree preferred

Bachelor's degree preferred

Tools

General productivity software

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

Operations Supervisor

Education

High School Diploma or equivalent required, Associates or Bachelor's degree preferred

Experience

1-2+ years credentialing experience. Minimum of 1 year of Supervisor experience

Mandatory Skills

• Excellent interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• Ability to improve and/or transform team processes across functions within the organization.
• Ability to understand basic data and take appropriate action.
• Ability to drive individual and team efficiency and productivity through effective and efficient metric management.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Ability to effectively lead and develop team towards improved performance.
• Ability to delegate and manage work loads and projects across functions within the organization.
• Ability to successfully drive continuous improvement efforts by leading work streams related to call center metrics and monitoring tools.
• Ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions.

Roles & Responsibilities

• Coach and develop team to achieve account specific and organization CPIs and KPIs.
• Responsible for monitoring employee performance using coaching tool and performance dashboards based on CPIs and KPIs.
• Responsible for managing employee performance to include coaching, reward and recognition activities and merit/performance reviews.
• Responsible for facilitating training of backfill classes to ensure successful knowledge transfer, performance readiness, and operational continuity.
• Responsible for clearly communicating client and organization's expectations on an individual and team basis.
• Develop daily and weekly action plans to address individual performance in relationship to team performance.
• Responsible for employee accountability and productivity, utilizing tools and reporting provided by clients and organization.
• Responsible for handling escalated and non-resolved customer calls.
• Participate in cross-functional activities and communication to further Company's capabilities and improvements.
• Responsible for communicating by personal example and ongoing dialogue compliance to Company's policies and procedures, e.g., conducting oneself as a positive role model for all employees, particularly our CSRs.
• Promote teamwork and cooperative effort.
• Help train and provide guidance to other CSRs within the organization.
• Maintain a clean, safe, and unobstructed work area, and practice good safety habits.
• Provide internal and external customers with the highest quality service.
• The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job.
• Employees in this job may perform other duties as assigned.

Location

Work@Home USA United States of America

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.