Remote Healthcare Operations Supervisor

Sagility LLC; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

Sagility LLC is seeking a Supervisor-Operations to lead a remote customer service team in the United States. You will coach staff, monitor performance dashboards, and ensure service level agreements are met while driving improvement initiatives.

Responsibilities include coaching, performance reviews, escalation handling, and cross-functional collaboration to enhance claim handling and client satisfaction. Experience in healthcare-related customer service is preferred.

Qualifications

• High School Diploma or equivalent required; Associates or Bachelor’s degree preferred.
• 1+ years experience in customer service, call center or related field, including 12 months in a supervisor capacity.

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 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 for various claims issues.
• 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

Skills

Interpersonal skills

Customer service

Problem solving

Verbal and written communication

Conflict resolution

Technology proficiency

Data understanding

Metric management

Coaching and training

Team leadership

Delegation

Continuous improvement

Troubleshooting

Education

High School Diploma

Associates or Bachelor’s degree preferred

Job description

Sagility LLC is seeking a Supervisor-Operations to lead a remote customer service team in the United States. You will coach staff, monitor performance dashboards, and ensure service level agreements are met while driving improvement initiatives.

Responsibilities include coaching, performance reviews, escalation handling, and cross-functional collaboration to enhance claim handling and client satisfaction. Experience in healthcare-related customer service is preferred.