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.
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Job Description:
DUTIES & RESPONSIBILITIES:
In this vital role, the Customer Service Supervisor is focused on engaging and motivating their team to make personal connections with customers. They support Service Advocates by ensuring they have the right tools and training, to identify root causes for service challenges, and by helping to remove barriers to excellent service.
Customer focus, motivating others, setting priorities and removing barriers for your team are some of the essential skills required. Continuous improvement, and working collaboratively with other departments and colleagues, will be critical to success.
Responsibilities
- Leads and supports the daily operations of a team of 15 Advocates; either virtually or in an office. Motivates, coaches and develops their team members.
- Meets daily with Advocates to recognize good behaviors, provide coaching on needed improvement, and ensure action and follow up plans are created.
- Communicates clear expectations and behaviors through individual and team meetings and builds accountability within the team.
- Reinforces the importance of listening to customers, advocating for them by sharing information that will help them to better meet their healthcare needs.
- Partners with short- and long-term capacity planners to meet resource needs to deliver on operational and customer expectations.
- Uses metrics to identify needed performance improvement, customer trends and other areas of opportunity for continuous improvement.
- Participates in the technology strategy and implementation of initiatives. Collaborates with technology partners and cross functional groups maximize effectiveness and efficiency.
- Participates with HR in hiring, onboarding, training, development, compensation planning and performance management. Builds an inclusive environment that values different perspectives.
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.
COMPETENCY REQUIREMENTS:
- Experience and passion for leading, developing and motivating employees required
- Deep understanding and passion for serving customers
- Excellent communication, interpersonal and negotiation skills required
- Ability to drive change and make process improvements required
- Prior experience leading projects to enhance business outcomes
- Strong time management skills required
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Top Skills
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.
