{"schemaVersion":"jobsearcher.job.v1","id":"5e4515e47eedb1cc82d6f5d5","url":"https://jobsearcher.com/jobs/5e4515e47eedb1cc82d6f5d5","canonicalUrl":"https://jobsearcher.com/jobs/5e4515e47eedb1cc82d6f5d5","title":"Program Management Support","description":"About Sagility\nSagility 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.\nThe role of a Manager Operations is to contribute to the overall client satisfaction, retention and account profitability objectives by ensuring the operational performance standards for assigned accounts are met and enhanced.\nJob title:\nProgram Management Support\nJob Description:\nEducation:\nCollege degree in Nursing Management, Marketing, Psychology or Life Science\n\nExperience:\n5 years customer service experience, 4-years managerial experience.\n\nMandatory Skills:\nPeople Management/ Team Orientation\nDrive for Results/ Execution\nExpertise/ Analytical Skills\nProduct Knowledge\nProblem Solving\nPresentation Skills\nProcess Improvement\nFiscal Management\nBusiness Acumen\nChange Management\nPlanning, Organizing, Controlling\nRoles & Responsibilities:\nResponsible for translating client requirements into production floor activities.\nActs as the Supplier Program Manager/Senior Manager of Program Management.\nInternal contact for the overall management and productivity of the operation.\nResponsible for the management of specified supervisory teams, tracking of overall center efficiency, keeping updated on product and promotion information, providing Supplier Program Management with updates on service provided, and identifying and tracking improvement and value-added opportunities\n\nShift Management Function:\nMonitor the teams’ daily performance on all metrics (customer satisfaction ratings, call handling times, service levels & quality grades) to ensure that standards are being met referring to a database, a program or reports.\nWork with Senior OM in implementing programs, which are both clients, and in house.\nRepresents the site on client calls on specific area of discipline on a weekly basis or as scheduled for product/ system/ process updates best practices sharing, or call calibrations.\nAttend weekly operations review and present action plans to issues that need to be addressed.\nExecute data analysis specific to the team for action planning.\nCollate and respond to operational issues as escalated/ needed.\nEscalate operational issues beyond level of authority to the Senior Director for Operations – as needed.\nInform Senior OM when the system needed (system error/ downtime) to handle calls are not working effectively – as needed.\nSubmit weekly and monthly ops review report to the Senior Director for Operations.\nPerform counselling to assigned Team Leaders and/ or Customer Service Associates for performance and/or discipline management.\nEnsure Team Leaders’ shift coverage on a daily/weekly basis.\nApproves/ disapproves request for unscheduled leaves and tardiness and do necessary adjustments to schedules of available manpower in order to meet requirements.\nParticipates in the development of contingency plans, escalation procedures, and disaster recovery plans.\n\nClinical Management Function:\nConducts clinical and critical thinking skills assessment of potential applicants for new hires and nursing academy scholars.\nTakes escalated calls (Clinical Manager’s call) for the nurse triage line and preauthorization STAT/escalated transfers to resolve provider and member concerns that cannot be handled by frontline staff.\nFollows through with pending pre-authorization requests (requiring supervisor’s assistance); reviewing client escalations on outcome of clinical reviews and case management enrolments\n\nQuality Management/Standards Compliance Function:\nEnsure team’s adherence to quality metrics and audit requirements – within and/or above standard compliance.\nEnsure that Team Leaders are adhering to the monitoring requirement set forth.\nEnsure that Team Leaders are calibrated in call monitoring.\nWork with the Senior OM to further develop program and implement policy – as needed.\nWork with the Team Leaders in coordination with other groups in coming up with programs that will help further develop the CSAs in delivering metrics.\nRecommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI).\nEvaluate management and contact center practices for possible modifications that will result in increased employee efficiency and satisfaction.\nReviews preliminary investigation of disciplinary cases and approves/disapproves/escalates disciplinary actions in adherence to the provisions of the Company Code of Conduct.\nParticipates in the preparation of the department’s annual business plan and budget to support HGS’ objectives and goals.\nImplement action plans to ensure alignment between the other teams and/or support groups.\nAnalyze situation that arises outside the established guidelines or parameters and be able to evaluate such situation for impact on present guidelines.\nGives recommendations and implement these recommendations once approved to ensure process improvement in order to help the program achieve its goals.\n\nStaff Development Function:\nProvide daily leadership and motivation to a team of 7-10 Team Leaders.\nConduct monthly one-on-one coaching to Team Leaders and provide feedback to drive performance and reduce cost using data from reports on Attendance, handling time, productivity and quality grades.\nHelp Senior OM in creating incentives for all staff in conjunction with meeting performance measurements.\nConduct weekly meeting with Team Leaders and discuss team and program performance, issues and share best practices.\nDesign development plans for Team Leaders. Prepare for succession plan if in case the position got vacated in the future.\nInitiate and support all employee satisfaction and workplace programs.\nConsult personnel/ program issues to the Senior OM in terms of further decision making.\nConducts performance reviews and appraisals for Team Leaders (yearly). Provide immediate coaching regarding Team Leader or team performance when the need arises using documented personal observations or critical incidences to improve Team Leader and team performance.\nEnsures timely and accurate communication regarding updates to Team Leaders.\nRecommends and applies corrective measures for staff members who do not meet minimum performance metrics.\nWorks with Team Leaders to resolve concerns of CSAs as well as their own.\nAble to follow-up personnel issues (e.g. Payroll, HR, etc.) as reported by Team Leaders.\nAble to create specific Individual Development Plans for Team Leaders over a given period of time to prepare them to the next level.\nRegularly spot-checks CSAs on customer handling and provides TLs/ Quality Personnel with feedback on areas for improvement.\nGeneral Safety and Security:\nProtects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS)\nEnsures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions\nRemain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA), HITECH Act and URAC.\nLocation:\nWork@Home USAUnited States of America","company":"Sagility","rawCompany":"sagility","city":"Remote","state":"OR","isRemote":false,"isActive":false,"createdAt":"2026-08-05T13:58:48.427Z","occupations":[{"code":"11-1021.00","title":"General and Operations Managers","slug":"general-and-operations-managers"},{"code":"13-1082.00","title":"Project Management Specialists","slug":"project-management-specialists"},{"code":"11-3051.01","title":"Quality Control Systems Managers","slug":"quality-control-systems-managers"}],"industries":[{"code":"541611","title":"Administrative Management and General Management Consulting Services","slug":"administrative-management-and-general-management-consulting-services"},{"code":"621498","title":"All Other Outpatient Care Centers","slug":"all-other-outpatient-care-centers"},{"code":"622110","title":"General Medical and Surgical Hospitals","slug":"general-medical-and-surgical-hospitals"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Program Management Support","description":"About Sagility\nSagility 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.\nThe role of a Manager Operations is to contribute to the overall client satisfaction, retention and account profitability objectives by ensuring the operational performance standards for assigned accounts are met and enhanced.\nJob title:\nProgram Management Support\nJob Description:\nEducation:\nCollege degree in Nursing Management, Marketing, Psychology or Life Science\n\nExperience:\n5 years customer service experience, 4-years managerial experience.\n\nMandatory Skills:\nPeople Management/ Team Orientation\nDrive for Results/ Execution\nExpertise/ Analytical Skills\nProduct Knowledge\nProblem Solving\nPresentation Skills\nProcess Improvement\nFiscal Management\nBusiness Acumen\nChange Management\nPlanning, Organizing, Controlling\nRoles & Responsibilities:\nResponsible for translating client requirements into production floor activities.\nActs as the Supplier Program Manager/Senior Manager of Program Management.\nInternal contact for the overall management and productivity of the operation.\nResponsible for the management of specified supervisory teams, tracking of overall center efficiency, keeping updated on product and promotion information, providing Supplier Program Management with updates on service provided, and identifying and tracking improvement and value-added opportunities\n\nShift Management Function:\nMonitor the teams’ daily performance on all metrics (customer satisfaction ratings, call handling times, service levels & quality grades) to ensure that standards are being met referring to a database, a program or reports.\nWork with Senior OM in implementing programs, which are both clients, and in house.\nRepresents the site on client calls on specific area of discipline on a weekly basis or as scheduled for product/ system/ process updates best practices sharing, or call calibrations.\nAttend weekly operations review and present action plans to issues that need to be addressed.\nExecute data analysis specific to the team for action planning.\nCollate and respond to operational issues as escalated/ needed.\nEscalate operational issues beyond level of authority to the Senior Director for Operations – as needed.\nInform Senior OM when the system needed (system error/ downtime) to handle calls are not working effectively – as needed.\nSubmit weekly and monthly ops review report to the Senior Director for Operations.\nPerform counselling to assigned Team Leaders and/ or Customer Service Associates for performance and/or discipline management.\nEnsure Team Leaders’ shift coverage on a daily/weekly basis.\nApproves/ disapproves request for unscheduled leaves and tardiness and do necessary adjustments to schedules of available manpower in order to meet requirements.\nParticipates in the development of contingency plans, escalation procedures, and disaster recovery plans.\n\nClinical Management Function:\nConducts clinical and critical thinking skills assessment of potential applicants for new hires and nursing academy scholars.\nTakes escalated calls (Clinical Manager’s call) for the nurse triage line and preauthorization STAT/escalated transfers to resolve provider and member concerns that cannot be handled by frontline staff.\nFollows through with pending pre-authorization requests (requiring supervisor’s assistance); reviewing client escalations on outcome of clinical reviews and case management enrolments\n\nQuality Management/Standards Compliance Function:\nEnsure team’s adherence to quality metrics and audit requirements – within and/or above standard compliance.\nEnsure that Team Leaders are adhering to the monitoring requirement set forth.\nEnsure that Team Leaders are calibrated in call monitoring.\nWork with the Senior OM to further develop program and implement policy – as needed.\nWork with the Team Leaders in coordination with other groups in coming up with programs that will help further develop the CSAs in delivering metrics.\nRecommend new or modifications to existing procedures to ensure Continuous Process Improvement (CPI).\nEvaluate management and contact center practices for possible modifications that will result in increased employee efficiency and satisfaction.\nReviews preliminary investigation of disciplinary cases and approves/disapproves/escalates disciplinary actions in adherence to the provisions of the Company Code of Conduct.\nParticipates in the preparation of the department’s annual business plan and budget to support HGS’ objectives and goals.\nImplement action plans to ensure alignment between the other teams and/or support groups.\nAnalyze situation that arises outside the established guidelines or parameters and be able to evaluate such situation for impact on present guidelines.\nGives recommendations and implement these recommendations once approved to ensure process improvement in order to help the program achieve its goals.\n\nStaff Development Function:\nProvide daily leadership and motivation to a team of 7-10 Team Leaders.\nConduct monthly one-on-one coaching to Team Leaders and provide feedback to drive performance and reduce cost using data from reports on Attendance, handling time, productivity and quality grades.\nHelp Senior OM in creating incentives for all staff in conjunction with meeting performance measurements.\nConduct weekly meeting with Team Leaders and discuss team and program performance, issues and share best practices.\nDesign development plans for Team Leaders. Prepare for succession plan if in case the position got vacated in the future.\nInitiate and support all employee satisfaction and workplace programs.\nConsult personnel/ program issues to the Senior OM in terms of further decision making.\nConducts performance reviews and appraisals for Team Leaders (yearly). Provide immediate coaching regarding Team Leader or team performance when the need arises using documented personal observations or critical incidences to improve Team Leader and team performance.\nEnsures timely and accurate communication regarding updates to Team Leaders.\nRecommends and applies corrective measures for staff members who do not meet minimum performance metrics.\nWorks with Team Leaders to resolve concerns of CSAs as well as their own.\nAble to follow-up personnel issues (e.g. Payroll, HR, etc.) as reported by Team Leaders.\nAble to create specific Individual Development Plans for Team Leaders over a given period of time to prepare them to the next level.\nRegularly spot-checks CSAs on customer handling and provides TLs/ Quality Personnel with feedback on areas for improvement.\nGeneral Safety and Security:\nProtects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS)\nEnsures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions\nRemain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA), HITECH Act and URAC.\nLocation:\nWork@Home USAUnited States of America","datePosted":"2026-08-05T13:58:48.427Z","dateModified":"2026-08-05T13:58:48.427Z","hiringOrganization":{"@type":"Organization","name":"Sagility","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Remote","addressRegion":"OR","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"5e4515e47eedb1cc82d6f5d5"},"url":"https://jobsearcher.com/jobs/5e4515e47eedb1cc82d6f5d5"}}