RN Supervisor - Care Management

Sagility LLC; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

Sagility LLC is seeking an RN Supervisor - Care Management to lead a Clinical Nurse Advisor (CNA) team. The role requires strong clinical knowledge, with a minimum of 2 years post-education clinical experience and the ability to coach and mentor staff.

This position includes monitoring quality metrics, ensuring adherence to service agreements, and managing CNA schedules and performance. Candidates must hold an active USRN license and have strong communication skills.

Qualifications

• Minimum 2 years post-education clinical experience, preferably 2-3 years of customer service experience.
• Ability to coach, mentor, and manage a team.

Responsibilities

• Lead a Clinical Nurse Advisor (CNA) team.
• Monitor CNAs quality & productivity metrics.
• Coach CNAs and provide feedback on weekly performance.

Skills

Strong communication and interpersonal skills

MS Office proficiency

Education

Active PHRN and US Registered Nurse (USRN) license

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.

RN Supervisor - Care Management

We are looking for a talented Supervisor to lead a Clinical Nurse Advisor (CNA) team. The role requires strong clinical knowledge, leadership skills, and the ability to coach, mentor, and manage a team.

Key Responsibilities

• Pick cases from queue and distribute to CNAs, sending information to the client.
• Perform daily monitoring of CNAs quality & productivity metrics using available reports and database.
• Implement floor management policies to ensure adherence to service level agreements between clients.
• Ensure connectivity and proper functioning of systems/equipment prior to shift; report defective units to workforce, IT group, and Operations Manager.
• Answer questions while CNAs are online and provide assistance for technical problems.
• Ensure coaching and huddle schedules are carried out regularly.
• Ensure CNA adherence to schedules – shift schedule and off-phone schedules.
• Ensure Team Leader checklist is completed daily and submitted weekly to the respective leader.
• Escalate issues to Operations Manager or Shift Manager.
• Accomplish monitoring requirements as needed.
• Manage and resolve CNAs’ HR-related concerns.
• Foster high morale with team bonding activities.
• Coach CNAs and provide feedback on weekly performance via signed coaching logs.
• Complete one-on-one feedback sessions, including counseling for disciplinary purposes, and maintain low disciplinary actions.
• Cascade process/product updates to CNAs promptly.
• Create individual development plans for CNAs over a given period.
• Effectively cascade internal & client-related policies to CNAs in a timely manner.
• Meet with team at least once a week to discuss issues and share best practices.
• Identify team members with potential for other positions and assign tasks or projects to develop that potential.
• Perform special assignments or handle projects as delegated by leaders.
• Submit reports as needed: Weekly coaching logs, weekly huddle agenda, weekly & monthly team performance reviews, yearly performance appraisal for each CNA.

Qualifications

• Education: Active PHRN and US Registered Nurse (USRN) license.
• Experience: Minimum 2 years post-education clinical experience. Preferably 2–3 years of customer service experience.
• Communication & Interpersonal Skills: Strong communication and interpersonal skills.
• Computer Skills: MS Office proficiency.

Additional Competencies

• Provide timely and accurate updates to CNAs through scheduled coaching and ad hoc sessions.
• Carry out process-related activities within prescribed turn-around time.
• Coaching non-compliance errors to CNAs within the turnaround time.
• Review all monitored calls within the turnaround time.
• Attend calibrations and alignment meetings with support groups (QA and/or Training).
• Know and follow existing internal and external processes of the program.
• Perform disciplinary actions documents promptly.
• Ensure CNAs adhere to work schedule.
• Generate individual semi-monthly employee attendance records via Global ESS.
• Conduct yearly performance appraisals.
• Investigate and validate violations of Project Eden Code of Conduct, recommending and serving corresponding disciplinary action.

Location: Work@Home USA, United States of America.

An Equal Opportunity Employer/Vet/Disability.