Team Leader - Pharmacy Helpdesk (Voice)
Job Code : REQ-006954
Iloilo City Fully OnsiteJob 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.
Education and wellness
International/Global
Customer support-Claims
Job title:
Job Description:
DUTIES & RESPONSIBILITIES:
Shift Management Function:
- Performs daily monitoring of CSAs quality & productivity metrics by utilizing reports and database available.
- Implements floor management policies in order to ensure adherence to service level agreements between clients.
- Ensures that CSAs scheduled for the day is accounted for.
- Ensures connectivity and proper functioning of systems/ equipment of the CSAs prior to the shift and reports to workforce, CT group and Operations Manager for the immediate repair/ replacement of defective unit.
- Answers questions while CSAs are on-line and provide assistance in cases of technical problems experienced by CSAs in their function.
- Ensures that coaching and huddle schedules on a daily basis are carried out.
- Ensures CSAs adherence to schedules ? shift schedule and off the phone schedules.
- Ensures that Team Leader checklist is completed daily and submitted weekly to his/ her respective leader.
- Escalates issues to Operations Manager or Shift Manager.
- Accomplish monitoring requirements as needed.
Quality & Policies/Procedures Compliance Monitoring Function:
- Be able to provide timely and accurate updates to the CSAs thru scheduled coaching time and/ or ad hoc for Hotline behaviors and/or non-compliance errors.
- Be able to carry out process related activities within the prescribed turn-around time.
- Ensures that non-compliance errors are coached to CSAs within the turnaround time.
- Ensures that all monitored calls are reviewed within the turnaround time.
- Attends calibrations and alignment meetings with support groups (QA and/ or Training).
- Knows and follows existing internal and external processes of the program
- Be able to carry out disciplinary action documents on a timely manner.
- Ensures that CSAs adhere to work schedule.
Staff Development/Team Building Function:
- Be able to manage and resolve CSAs? HR related concerns
- Be able to ensure high morale of the team by carrying out team bonding activities.
- Be able to coach CSAs and provide feedback on weekly performance as evidenced by a signed coaching log. Complete one-on-one feedback sessions with CSAs, which can include counseling for disciplinary purposes (Ensure high motivation with low disciplinary actions).
- Be able to cascade process/ product updates to CSA on a timely manner
- Be able to do trend/ call handling analysis on CSA?s calls for coaching and action planning.
- Be able to create specific Individual Development Plans for CSAs over a given period of time.
- Be able to effectively cascade internal & client-related policies and programs to CSAs on a timely manner.
- Be able to meet with team at least once a week to discuss issues and share best practices.
- Be able to identify team members who display potential for other positions within the company. Assign tasks or projects to further develop that potential.
Administrative Function:
- Generates individual semi-monthly Employee Attendance Records via Global ESS.
- Reflects approved changes on schedules.
- Be able to conduct yearly performance appraisals.
- Be able to investigate and validate violations to the Project Cigna Code of Conduct, recommends and serves corresponding disciplinary action.
- Be able to perform special assignments or handle projects as delegated by leaders.
- Be able to submit reports as needed:
- Weekly Coaching logs
- Weekly Huddle Agenda
- Weekly & Monthly Team Performance Reviews
- Yearly Performance Appraisal for each CSA
- IDPs for CSAs
- Monthly EXCEED Nominees
Others:
- Perform tasks assigned by the Shift Manager.
- Periodically conducts interviews and screening for agent positions.
General Safety and Security
- Protects the organization?s assets by upholding the principles of the Quality Information Security Management System (QISMS).
- Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization?s business functions.
COMPETENCY REQUIREMENTS:
With Moderate Competency Level in the ff.:
US Healthcare Delivery System Philippine Healthcare Delivery System Communication Skills (Spoken) Communications Skills (Written) Customer Service Orientation Computer Literacy Job Knowledge Sense of Urgency Passion for Excellence Working in Team/Interpersonal Skills Work Organization People Management/Team Orientation Drive for Results/Execution Thriving in Change Expertise/Analytical Skills Product Knowledge Problem Solving Presentation Skills Facilitation Skills Coaching Process Improvement Performance Management
OTHER REQUIREMENTS:
Reports to:
Shift Manager
Supervises:
Customer Service Associates (CSA)
Education and/or Experience:
A graduate of any 4-yr College Degree and/or equivalent with 2 ? 3 years of customer service experience.
Language Skills:
English, additional language a plus. Strong communication and interpersonal skills.
Computer skills:
MS Office
Work environment:
The work environment is professional, office. Business casual attire.
Physical demands:
May require weekend, evening or shifting work schedule.
Work Demands:
- Able to establish, implement and continuously improve the quality information security policies assigned to him / her.
- Able to establish structures and procedures to protect classified information.
- Able to report information security related incidents without any delay to the proper authorities.
Example: All information-related incidents, losses, weaknesses and software/hardware malfunctions, breaches of confidentiality.
- Able to participate during training, orientation and awareness programs pertaining to QISMS.
Location: