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:
Roles and Responsibilities:
- Real-Time Monitoring & Capacity Planning
- Monitor inbound call and back-office traffic and staff availability to ensure efficient work distribution.
- Analyze trends, including volume, patterns, productivity, and resource allocation.
- Provide recommendations for capacity utilization to meet/exceed operating objectives.
- Interface with operations and WFM leadership regarding performance-impacting factors.
- Optimize service levels through work distribution, product routing, priority setting, and load balancing.
- Identify areas for improvement in workforce productivity and recommend program modifications.
- Scheduling
- Generate daily, weekly, and monthly schedules using WFM software.
- Create and improve time-off allowance measures and analyze accruals vs. utilization.
- Develop models for accurate new hire and client schedules; enhance output accuracy.
- Execute PTO, holiday, and shift bidding, including plans for observed and non-observed holidays.
- Monitor schedule efficiency and recommend improvements.
- Consolidate efforts across WFM for innovative, enterprise-wide solutions.
- Process updates and task management requests within department turnaround expectations.
- Perform audits and maintain key WFM platform elements (work patterns, skill assignments, org alignments).
- Collaboration & Customer Service
- Collaborate with matrix partners and internal clients to ensure objectives and standards are met.
- Provide end-to-end support for internal clients and customer teams.
- Deliver excellent customer service and recommend self-service alternatives.
- Contribute to feedback loops for process and procedure improvements.
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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.
