Clinical - Senior Operations Manager

About this role

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:

Clinical - Senior Operations Manager

Job Description:

This role will support the client’s Healthcare line of business by directly managing daily Navigation client programs and services within a contact center operation including:

• Inbound, Outbound, Direct Messaging service models (Designated and Dedicated accounts)
• Pre-Enrollment inbound & outbound customer support

The primary responsibilities of this role are to ensure service, service delivery & quality standards are met or exceeded, obligations to clients and customers are being managed effectively, to drive continuous improvement within the department, and to partner with other functional areas where necessary, to optimize customer experiences. The Senior Manager will be responsible for working with the Director of Customer Service Operations to execute the operational strategy for the organization, and for leading day-to-day operations. In addition, a key responsibility of this role is to review data trends to provide insight to the Medical & US Commercial Leadership team and Enterprise Operations leaders to make decisions to drive change and improvement. This role will require the candidate to engage and motivate a team of people with diverse skills, responsibilities and geographic locations, and to drive collaboration with matrix partners (e.g. HR, Sustainability Team, Client Services, Workforce Management, Coaching & Quality, Operations etc.) to understand and deliver on our commitments to our customers and clients.

**Responsibilities*...