Rn Supervisor - Care Management

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:** RN Supervisor - Care Management **Job Description:** We are currently seeing a talented Supervisor to lead a Clinical Nurse Advisor (CNA) team. The role of the Supervisor for Clinical Nurse Advisor (CNA) typically involves leading and overseeing a team of CNAs, ensuring they provide high quality patient care and support. This 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 cases to CNAs and send the information to the client. * Performs daily monitoring of CNAs quality & productivity metrics by utilizing reports and database available. * Implement floor management policies to ensure adherence to service level agreements between clients. * Ensures connectivity and proper functioning of systems/ equipment of the CNAs prior to the shift and reports to workforce, IT group and Operations Manager for the immediate repair/ replacement of defective unit * Answers questions while CNAs are on-line and provide assistance in cases of technical problems experienced by CNAs in their function. * Ensures that coaching and huddle schedules on a regular basis are carried out. * Ensures CNA adherence to schedules – shift schedule and off the phone schedules * Ensure that Team Leader checklist is completed daily and submitted weekly to his/her respective leader. * Escalate issues to Operations Manager or Shift Manager. * Accomplish monitoring requirements as needed. * Be able to manage and resolve CNAs’ HR-related concerns * Be able to ensure high morale of the team by carrying out team bonding activities. * Be able to coach CNAs and provide feedback on weekly performance as evidenced by a signed coaching log. Complete one-on-one feedback sessions with CNAs, which can include counseling for disciplinary purposes (Ensure high motivation with low disciplinary actions). * Be able to cascade process/ product updates to CNA on a timely manner * Be able to create specific Individual Development Plans for CNAs over a given period. * Be able to effectively cascade internal & client-related policies and programs to CNAs in 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. * 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 CNA **Education:** Certificates, Licenses, Registrations: Active PHRN and US Registered Nurse (USRN) license **Experience:** * Active PHRN and US Registered Nurse (USRN) with minimum 2 years post education clinical experience. Preferably with 2 – 3 years of customer service experience. * Strong communication and interpersonal skills. * Computer skills: MS Office **Skills:** * Be able to provide timely and accurate updates to the CNAs through 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. * Ensure that non-compliance errors are coached to CNAs within the turn-around time. * Ensure that all monitored calls are reviewed within the turnaround time. * Attend 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 CNAs adhere to work schedule. * 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 Eden Code of Conduct, recommends and serves corresponding disciplinary action. **An Equal Opportunity Employer/Vet/Disability** **Location:** Work@Home USAUnited States of America