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:
Education:
Preferably any 4-yr College Degree and/or equivalent experience, 1-2 years call center experience and call monitoring.
Experience:
Candidate must possess 2 years’ experience in running Speech and Text analytics solution of any proprietary solution provider in this space
Mandatory Skills:
Able to establish, implement and continuously improve the quality information security policies assigned to him / her.
Able to establish structures and procedures to protect classified information
Able to report information security related incidents without any delay to the proper authorities.
Able to participate during training, orientation and awareness programs pertaining to QISMS & HIPAA
Roles & responsibilities:
Performance Management:
Responsible for monitoring in an objective fashion of all customer contact points. (Web, voice, e-mail, white mail)
Provides quantifiable data to all quality judgments that are made.
Works with Operations as an auditor as well as regulator of quality issues.
Responsible for evaluating customer surveyed calls, including but not limited to Detractor and Passive rated surveys
Evaluates surveyed calls based on customer survey verbatim and through call listening
Encodes evaluations in a central repository and summarizes/analyses results
Provide actionable insights to Operations based on the summary/ analysis done on the surveyed calls
Identify customer’s contact reasons and pain points/sentiments
Identify all controllable (people) and non-controllable (process & systems) opportunities
Call out any mismatch between survey verbatim and call listening
Responsible for reporting all behavior that does not conform to the Quality and CSAT standards set by the company and the account management.
Designs and implements reports to establish patterns and trends of Quality and CSAT issues as they may arise.
Provides coaching tips and materials to Operations to enhance product knowledge, system navigation and soft skills.
Works with Operations to develop incentive programs designed to improve center quality
Works with Training and Operations to provide trend reports to address any issues that need refresher training or that may be newly discovered
Conducts Calibration Sessions with the client and with Operations
Conducts product specific coaching sessions with the agents regarding trends and quality
Handles incoming calls and/or escalated calls and meets telephone productivity standards
Provides updated, accurate and timely reports as required to the Quality Lead/Manager
Follows other tasks and/or offline tasks assigned by the Quality Lead/Manager
Process Improvement:
Offers suggestion for continuous improvement of process and systems.
Others:
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) – For Healthcare Accounts
The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.
Location:
Skills Required
- 1-2 years call center experience and call monitoring
- 2 years' experience in running Speech and Text analytics solution
- Any 4-yr College Degree or equivalent experience
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.
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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.
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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.
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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.
