Careers At Sagility

Healthcare Operations Team Leader

Job Code : GEN/1324
Work@Home

Job Description

Sagility LLC is a global leader in business process management and member/patient experience, combining technology-powered services with decades of healthcare domain expertise to drive positive outcomes. We optimize the entire member experience through service offerings such as utilization management, care management, and an aging in place product suite focused on better health outcomes.
If you seek an opportunity to work with top clients around the world and be part of an enriching and nurturing work environment, check out this career opportunity with the Sagility Team!

We are currently seeking a talented Healthcare Operations Team Leader to join our team!

The mission of this job is to ensure the highest level of service for our clients by coaching and developing our customer service representatives and by managing performance so that we consistently meet and exceed client expectations.

Key Requirements:
  • Coach and Develop customer service representatives to achieve team goals that support business strategies and objectives.  Responsible for monitoring employee performance using approved quality processes.  Responsible for managing employee performance to include coaching, reward and recognition activities and merit/performance reviews.
  • Responsible for clearly communicating client and Sagility expectations on an individual and team basis. Ensure production, quality levels and results to meet and exceed client expectations.
  • Provide operational expertise in achieving business goals by effectively analyzing and acting on reported data.
  • Develop daily and weekly action Plans to address individual performance in relationship to team performance.
  • Responsible for handling escalated and non-resolved customer calls.
  • Participate in cross-functional activities and communications to further Sagility success.
  • Responsible for communicating by personal example and ongoing dialogue compliance to Sagility policies and procedures, e.g., conducting oneself as a positive role model for all employees, particularly our CSRs.
Education, Experience, and Skills:
  • AA/AS in Business Management or related field or equivalent experience required.
  • BA/BS in Business Management or related field preferred.
  • 1-3 years experience in customer service, call center or related field, including 12 months in management.
  • Basic knowledge of call center management systems and terminology preferred.
  • Working knowledge of PC applications for word processing and spreadsheet.
  • Demonstrated ability to improve and/or transform team processes.
  • Demonstrated ability to understand basic data and take appropriate action.
  • Demonstrated ability to lead, motivate, and develop work teams toward improved performance.
  • Demonstrated written and verbal communication skills, focusing on professionalism, conflict resolution and positive reinforcement.
Sagility Offers Competitive Benefits Including:
  • Medical
  • Dental
  • Vision
  • Life Insurance
  • Short-Term and Long-Term Disability
  • Flexible Spending Account
  • Life Assistance Program
  • 401K with employer contribution
  • PTO and Sick Time
  • Tuition Reimbursement
                                                                                                                    Join our team, we look forward to talking with you!
                     Sagility is proud to be equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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