Temporary Team Lead
Experience: Job Code: REQ-020344
Sagility
Barranquilla
job Details
Job title
Temporary Team Lead
About Sagility
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:
Job Description:
Required Qualification
- Minimum of Associate degree in Nursing or master’s degree in social work
- Required to have an active registered nursing license or social work licenses and meet the Role Requirements for the Care Coach Role as well.
- Minimum 2 years of clinical experience
- Intermediate to advanced computer skills and experience with Microsoft Word, Excel, and Outlook
- Ability to use a variety of electronic information applications/software programs including electronic medical records.
- Exceptional communication and interpersonal skills with the ability to build rapport with internal and external customers and stakeholders.
The incumbent is also expected to engage in service delivery to the client and the customers with day to day duties including:
• Acting as liaison between Operations Manager and Brand Advocates
• Handling escalated calls, complaints, questions, and queries as necessary
• Monitoring queue and call volume real time to ensure appropriate metrics are met
• Monitoring Brand Advocate attendance, adherence, utilization and other performance metrics ensuring that ≥ 95% of Brand Advocates achieve and maintain standards
• Working to correct any personnel issues, and communicating results regularly to Operations Manager, along with any additional issues that require research
• Being accountable for their team’s performance in both statistical and quality metrics
• Communicating ongoing daily/weekly/monthly/yearly goals to team
• Working to develop their team members, acting as a coach, mentor, and subject matter expert to achieve high quality and productivity standards
• Documenting reports on each Brand Advocate’s performance and targets as well as ensuring that they exceed the targets
• Tracking individual developmental needs and team development by quickly identifying performance issues, and creating action plans to address those issues
• Encouraging and rewarding good performance
• Keeping team communication current, and communicating changes as necessary
• Communicates the company’s purpose, core values, vision to the front employees
• Carrying out team meetings and communicating details of meetings, requests and actions to Operations Manager
• Assist with call handling during periods of AHOD.
• Develop the Call Center Statistical Analysis Reports on a daily/monthly/annual basis, including developing all associated written policies and procedures.
• Develop processes/measures that will ensure staff receives continuing education on most current benefits, products, policies, procedures, systems tools, in cooperation with the departmental Training Specialist.
• Perform other related duties as assigned.
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