Team Leader/Supervisor

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.

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.

Operations Team Leader - Provider

Job title:

Team Leader/Supervisor

Job Description:

DUTIES & RESPONSIBILITIES:

Internal Customer Relations:

? Communicate resignations in the team and other agent concerns to HR

? Update employee attendance record in Employee Self Service (ESS) and make sure that records will be sent to payroll timely. Escalate all employee concerns to HR-SBU and Shift Manager

? Coordinate with Shift Manager and Workforce department about team members? shift, days off, and leaves (vacation leave, sick leave, maternity/paternity etc.)

? Escalate Quality related issues to his / her Shift Manager

Process Improvement:

? Note all situations that arise that were not covered in training or in previous updates. Work with the Shift Manager to ensure that all other teams, the Quality Assurance Group, and the Training Team are informed so repeat questions do not arise

? Determine work procedures and expedite workflow

? Recommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI)

? Inform the Shift Manager when the systems needed to handle calls are not working effectively

? Recommends corrective services within client limits to adjust customer complaints

? Strives to help the entire team when in need of assistance

Staff Development:

? Use data from reports on Attendance, AHT, Productivity, and Quality to coach CSRs towards better performance

? Incorporate personal observations and documented critical incidents in coaching sessions to further improve CSR performance

? Work with Escalation Agents to prepare them for future Team Leader positions

? Identify team members who display potential for other positions within the company. Assign tasks or projects to further develop that potential

? Prepare a Performance Assessment (PA) for each CSR at the end of each year

Staff Management:

? Ensure that team members meet productivity standards

? Assist Shift Managers in ensuring that client service levels are met or exceeded

? Report to Shift Manager any health/safety and performance concerns that may affect agent's fulfillment of role in Operations

? Monitor service calls, e-mails, and other contact methods to observe employee?s demeanor, technical accuracy, and conformity to company policies

? Monitor individual team members? statistics for Attendance, AHT, Productivity, and Quality

? Recommend and apply corrective measures for team members who do not meet minimum performance metrics

? Assign reports or projects to team members as needed

? Work with team members to resolve grievances

? Meet with team at least once a week to discuss issues and share best practices

? Responsible in cascading policy/procedure updates and/or training flashes to the agents/CSRs

Others:

? Take escalated calls from Escalation Agents or from CSAs in the absence of EAs

? Perform tasks assigned by his / her Shift Manager

? Prepare composite reports from individual reports of subordinates

? Actively assist in maintaining operational excellence on critical metrics such as service levels

? Render phone time as required/scheduled and when needed to help with Operations? service levels, call volume, etc.)

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
• Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and Health Information Technology for Economic and Clinical Health Act (HITECH) as appropriate

COMPETENCY REQUIREMENTS:

With Moderate Competency Level in ff.:

1. Communication Skills (Spoken)

2. Communications Skills (Written)

3. Customer Service Orientation

4. Computer Literacy

5. Job Knowledge

6. Sense of Urgency

7. Passion for Excellence

8. Working in Team/Interpersonal Skills

9. Work Organization

10. People Management/Team Orientation

11. Drive for Results/Execution

12. Thriving in Change

13. Expertise/Analytical Skills

14. Product Knowledge

15. Problem Solving

16. Presentation Skills

17. Facilitation Skills

18. Coaching

19. Process Improvement

20. Performance Management

21. Discipline Management

OTHER REQUIREMENTS:

Reports to: 

Shift Manager

Education and/or Experience:

Completed a 3 or 4-year university degree, alternatively completed a 2-year university or a technical degree with 3+ years of Inbound Customer Service Call Experience. 1-year customer service experience is preferred.

Certificates, Licenses, Registrations:

Prior to starting product training for a Provider Call Program, must pass English fluency tests ensuring their ability to meet the required attributes. Tests are designed by the company.

Personnel must receive training necessary to receive certification at the levels specified in the SOW (Coach Level of Certification).

Work environment:

The work environment is professional office workplace. Business casual attire.

Physical demands:

Requires evening or graveyard work

May require overtime, weekend, or holiday work depending on business needs.

Work demands:

• Reports to office but may require work at home set-up

• The work environment consists of designated work area at home
• Home internet service provider with minimum of 10-15 mbps upload/download speed
• Smart mobile phone compatible with UEM Client usage

• Able to establish, implement and continuously improve the quality information security policies assigned to him/her
• Able to establish structure and procedures to protect classified information
• Able to report information security related incidents without any delay to the right authority. Example: All information-related incidents, losses, weaknesses and software/hardware malfunctions, breaches of confidentiality
• Actively participates during training, orientation and awareness programs pertaining to QISMS

Location:

Quezon City, Bridgetowne ZetaPhilippines #J-18808-Ljbffr