USRN Team Leader

The Team Leader is responsible for overseeing daily operations and performance of Clinical Nurse Advisors (CNAs) to ensure adherence to service level agreements and quality standards. Key responsibilities include managing case allocation, monitoring productivity and compliance, conducting coaching and huddles, and addressing technical or operational issues. The role also involves staff development through feedback sessions, individual development plans, and team engagement activities. Administrative duties include generating attendance records, preparing performance reviews, and handling disciplinary actions as needed.
The Team Leader must demonstrate strong leadership, communication, and problem-solving skills, with proficiency in MS Office and familiarity with US healthcare processes. Candidates must hold an active USRN license and have at least two years of clinical experience, preferably with customer service exposure. This position requires flexibility for shifting schedules and adherence to Sagility’s security and compliance standards, including HIPAA and URAC regulations.USRN Team Leader

DUTIES & RESPONSIBILITIES:

Work/Production Management Function:

• Picks cases from queue and distributes cases to CNAs and send the information to the client.
• Performs daily monitoring of CNAs quality & productivity metrics by utilizing reports and database available.
• Implements floor management policies in order to ensure adherence to service level agreements between clients.
• Ensures that CNAs scheduled for the day are accounted for.
• Ensures connectivity and proper functioning of systems/ equipment of the CNAs prior to the shift and reports to workforce, IT group and Operations Manager for the immediate repair/ replacement of defective unit
• Answers questions while CNAs are on-line and provide assistance in cases of technical problems experienced by CNAs in their function.
• Ensures that coaching and huddle schedules on a regular basis are carried out.
• Ensures CNA adherence to schedules – shift schedule and off the phone schedules                   
• Ensures that Team Leader checklist is completed daily and submitted weekly to his/her respective leader.
• Escalates issues to Operations Manager or Shift Manager.
• Accomplish monitoring requirements as needed.

Quality & Policies/Procedures Compliance Monitoring Function:

• Be able to provide timely and accurate updates to the CNAs thru scheduled coaching time and/or ad hoc for Hotline behaviors and/or non-compliance errors.
• Be able to carry out process related activities within the prescribed turn-around time.
• Ensures that non-compliance errors are coached to CNAs within the turn-around time.
• Ensures that all monitored calls are reviewed within the turnaround time.
• Attends calibrations and alignment meetings with support groups (QA and/ or Training).
• Knows and follows existing internal and external processes of the program
• Be able to carry out disciplinary action documents on a timely manner.
• Ensures that CNAs adhere to work schedule.

Staff Development/Team Building Function:

• Be able to manage and resolve CNAs’ HR-related concerns
• Be able to ensure high morale of the team by carrying out team bonding activities.
• Be able to coach CNAs and provide feedback on weekly performance as evidenced by a signed coaching log. Complete one-on-one feedback sessions with CNAs, which can include counseling for disciplinary purposes (Ensure high motivation with low disciplinary actions).
• Be able to cascade process/ product updates to CNA on a timely manner
• Be able to create specific Individual Development Plans for CNAs over a given period of time.
• Be able to effectively cascade internal & client-related policies and programs to CNAs on a timely manner.
• Be able to meet with team at least once a week to discuss issues and share best practices.
• Be able to identify team members who display potential for other positions within the company.  Assign tasks or projects to further develop that potential.

Administrative Function:

• Generates individual semi-monthly Employee Attendance Records via Global ESS.
• Reflects approved changes on schedules.
• Be able to conduct yearly performance appraisals.
• Be able to investigate and validate violations to the Project Eden Code of Conduct, recommends and serves corresponding disciplinary action.
• Be able to perform special assignments or handle projects as delegated by leaders.
• Be able to submit reports as needed:
• Weekly Coaching logs
• Weekly Huddle Agenda
• Weekly & Monthly Team Performance Reviews
• Yearly Performance Appraisal for each CNA
• IDPs for CNAs
• Monthly EXCEED Nominees

Others:

• Perform tasks assigned by the Shift Manager.
• Periodically conducts interviews and screening for agent positions.

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 Moderate Competency Level in the ff.:

• US Healthcare Delivery System
• Philippine Healthcare Delivery System
• Communication Skills (Spoken)
• Communications Skills (Written)
• Customer Service Orientation
• Computer Literacy
• Job Knowledge
• Sense of Urgency
• Passion for Excellence
• Working in Team/Interpersonal Skills
• Work Organization
• People Management/Team Orientation
• Drive for Results/Execution
• Thriving in Change
• Expertise/Analytical Skills
• Product Knowledge
• Problem Solving
• Presentation Skills
• Facilitation Skills
• Coaching
• Process Improvement
• Performance Management
• Discipline Management

OTHER REQUIREMENTS:

Reports to:  Shift Manager

Supervises:

Clinical Nurse Advisor

Education and/or Experience:

Active PHRN and US Registered Nurse (USRN) with minimum 2 years post education clinical experience. Preferably with 2 – 3 years of customer service experience. 

Language Skills:

English, additional language a plus. Strong communication and interpersonal skills.

Computer skills:

MS Office

Certificates, Licenses, Registrations:

Active PHRN and US Registered Nurse (USRN) license.

Work environment (B&M):

The work environment is professional, office.

Work environment (WAH):

• Workstation PC is located in a confined area at home
• PC monitor is not facing the door or window
• Room is well ventilated to reduce the risk of equipment overheating
• Unauthorized entry to room is prevented (i.e. keeping the room locked at all times)
• Telephone conversations are not overheard from other areas of the house/outside
• Workstation is clean and free from any form of writing materials and electronic device
• Adequate internet connectivity (> 20 mbps)

Physical demands:

May require weekend, evening or shifting work schedule.

Quezon City, Bridgetowne ZetaPhilippines