[Hiring] USRN Team Leader @Sagility

Role Description

The role is to ensure the highest level of service for our customers by coaching and developing our Customer Service Representatives (CSRs) to consistently meet and exceed client goals. Also provide guidelines on policies & procedures to CSRs by coaching, tracking, and reporting.

Qualifications

• Bachelor’s Degree in Nursing
• 2 year post-education clinical experience (Premium PA, EHE Coaching, CPAN, PNA, TCM, IPCM, PC, & PCM only)
• 2 year post-education clinical experience (CHIL)

Requirements

• Moderate Competency Level in the following:
• US Healthcare Delivery System
• Philippine Healthcare Delivery System
• Communication Skills (Spoken)
• Communication 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

Roles & Responsibilities

• Shift Management Function:
  • Performs daily monitoring of Nurses quality & productivity metrics by utilizing reports and database available.
  • Implements floor management policies to ensure adherence to service level agreements between clients.
  • Ensures that Nurses scheduled for the day are accounted for.
  • Ensures connectivity and proper functioning of systems/equipment of the Nurses prior to the shift and reports to workforce, CT group, and Operations Manager for immediate repair/replacement of defective unit.
  • Answers questions while Nurses are online and provides assistance in cases of technical problems experienced by Nurses in their function.
  • Ensures that coaching and huddle schedules on a daily basis are carried out.
  • Ensures Nurses 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:
  • Provides timely and accurate updates to the Nurses through scheduled coaching time and/or ad hoc for Hotline behaviors and/or non-compliance errors.
  • Carries out process-related activities within the prescribed turn-around time.
  • Ensures that non-compliance errors are coached to Nurses 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.
  • Carries out disciplinary action documents in a timely manner.
  • Ensures that Nurses adhere to work schedule.
• Staff Development/Team Building Function:
  • Manages and resolves Nurses’ HR related concerns.
  • Ensures high morale of the team by carrying out team bonding activities.
  • Coaches Nurses and provides feedback on weekly performance as evidenced by a signed coaching log.
  • Completes one-on-one feedback sessions with Nurses, which can include counseling for disciplinary purposes.
  • Cascades process/product updates to Nurses in a timely manner.
  • Conducts trend/call handling analysis on Nurses’ calls for coaching and action planning.
  • Creates specific Individual Development Plans for Nurses over a given period of time.
  • Cascades internal & client-related policies and programs to Nurses in a timely manner.
  • Meets with the team at least once a week to discuss issues and share best practices.
  • Identifies team members who display potential for other positions within the company and assigns 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.
  • Conducts yearly performance appraisals.
  • Investigates and validates violations to the Project Cigna Code of Conduct, recommends and serves corresponding disciplinary action.
  • Performs special assignments or handles projects as delegated by leaders.
  • Submits reports as needed:
  • Weekly Coaching logs
  • Weekly Huddle Agenda
  • Weekly & Monthly Team Performance Reviews
  • Yearly Performance Appraisal for each Nurse
  • IDPs for Nurses
  • Monthly EXCEED Nominees
• Others:
  • Performs tasks assigned by the Shift Manager.
  • Periodically conducts interviews and screening for agent positions.
  • 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.
  • Remains compliant with relevant business, local, and international regulatory and legislative requirements, particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA), HITECH Act, and URAC.

Location

Quezon City, Bridgetowne Giga, Philippines