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:
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:
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