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:
DUTIES & RESPONSIBILITIES:
Performance Management
- Responsible for monitoring in an objective fashion all customer contact points. (Web, voice, e-mail, white mail)
- Responsible for reporting all behavior that does not conform to the quality standards set by the company and the account management.
- Designs and implements reports to establish patterns and trends of quality issues as they may arise.
- Provides quantifiable data to all quality judgments that are made.
- Works with operations as an auditor as well as regulator of quality issues
- Works with Training and Operations to provide trend reports to address any issues that need refresher training
- Conducts calibration session with the client and with Operations
- Conducts product specific coaching sessions with the agents regarding trends and quality
- Responsible in releasing updates and training flashes to Operations and Training group
- Handles incoming calls and/ or escalated calls and meets telephone productivity standards
- Follows other tasks and/ or offline tasks assigned by BE Manager
Process Improvement
- Offers suggestion for continuous improvement of processes and systems.
OTHERS
- Other tasks and responsibilities as assigned by his or her immediate superior
WORK AT HOME RESPONSIBILITIES
- Be familiar with and abide to all Sagility general security and Work @ Home security policies and procedures
- Be familiar with and abide by all client security policies and procedures required to protect customer data
- Maintain the security of the home work environment and protect the Sagility-provided assets, client system and data
- Ensure that all security related incidents are reported
- Shall work on the same internet connection that was tested during setup process. If changes are made to the current internet connection or router during the course of application or employment, employee will be required to notify the appropriate parties in advance and retest the connection to ensure the requirements are met.
- Must immediately report system performance problems or downtime to his/her manager and the local IT-SPOC
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.
- Ensures compliance to the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA), Health Information Technology for Economic and Clinical Health Act (HITECH), and Utilization Review Accreditation Commission (URAC).
COMPETENCY REQUIREMENTS:
With Expert Competency Level on the ff.:
Communication Skills (Spoken) Communication Skills (Written) Customer Service Orientation Computer Literacy Pasion For Excellence Working in Teams / Interpersonal Skills Work Organization Analytic Skills Presentation Skills Training Needs Analysis
With Advanced Competency Level on the ff.:
Training Design and Development
Location:
Skills Required
- Excellent spoken communication skills
- Excellent written communication skills
- Customer service orientation
- Computer literacy
- Passion for excellence
- Working in teams / interpersonal skills
- Work organization skills
- Analytic skills
- Presentation skills
- Training needs analysis
- Training design and development (advanced competency)
- Ability to handle incoming and escalated calls and meet telephone productivity standards
- Adherence to work-at-home and client security policies, and maintenance of secure home work environment
- Compliance with HIPAA, HITECH, and URAC requirements
Sagility Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sagility and has not been reviewed or approved by Sagility.
-
Healthcare Strength — The company provides medical, dental, and vision coverage along with life insurance, short- and long-term disability, Flexible Spending Accounts, and an Employee Assistance Program. Policies also indicate coverage for dependents according to local regulations and include wellness and mental health initiatives.
-
Retirement Support — A 401(k) with employer contribution is part of the standard package. Role descriptions and materials consistently reference retirement plan access alongside other core benefits.
-
Leave & Time Off Breadth — Paid time off is provided, and formal leave types include maternity, paternity, adoption, and bereavement in line with local regulations. Additional flexibility elements such as hybrid or work-from-home arrangements are noted in some contexts.
Sagility Insights
What We Do
Sagility is a U.S.-based, tech-enabled healthcare business process management company that supports payers, providers, and their partners to deliver best-in-class operations, enhance the member and provider experience, improve the quality of care and promote health equity all while delivering cost-effective healthcare financial and clinical outcomes. Sagility Technologies uses a holistic consulting approach to identify the root causes of healthcare payer and provider pain points, analyze the issues, and provide a complete solution that encompasses people, process, and technology platform improvements. Equipped with a strategic solutions mindset, our core focus is on what most benefits the client. Combining healthcare operations and technology experience with advanced UI, UX, and analytics expertise, we develop and deploy customized solutions for our client’s business. Additionally, with our extensive global resources and facilities, we provide the best service/price ratio for any service outsourcing needs.
