Sagility

Role Description The role of a Supervisor is to ensure the highest level of service for our clients by coaching and developing our customer service representatives and managing performance to consistently meet and exceed client expectations. Qualifications - High School Diploma or equivalent required, Associates or Bachelor’s degree preferred - 1+ years experience in customer service, call center or related field, including 12 months in a supervisor capacity - Healthcare Industry Preferred Requirements - Excellent interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills - Proficiency with the necessary technology, including computers, software applications, phone systems etc. - Ability to improve and/or transform team processes across functions within the organization - Ability to understand basic data and take appropriate action - Ability to drive individual and team efficiency and productivity through effective and efficient metric management - Ability to coach, train, and motivate employees and evaluate their performance - Ability to effectively lead and develop team towards improved performance - Ability to delegate and manage work loads and projects across functions within the organization - Ability to successfully drive continuous improvement efforts by leading work streams related to call center metrics and monitoring tools - Ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions Roles & Responsibilities - Coach and develop team to achieve account specific and organization CPIs and KPIs - Responsible for monitoring employee performance using coaching tool and performance dashboards based on CPIs and KPIs - Responsible for managing employee performance to include coaching, reward and recognition activities and merit/performance reviews - Responsible for clearly communicating client and organization's expectations on an individual and team basis - Develop daily and weekly action Plans to address individual performance in relationship to team performance - Responsible for employee accountability and productivity, utilizing tools and reporting provided by clients and organization - Responsible for handling escalated and non-resolved customer for various claims issues - Participate in cross-functional activities and communication to further Company’s capabilities and improvements - Responsible for communicating by personal example and ongoing dialogue compliance to Company’s policies and procedures - Promote teamwork and cooperative effort - Help train and provide guidance to other CSRs within the organization - Maintain a clean, safe, and unobstructed work area, and practice good safety habits - Provide internal and external customers with the highest quality service Location El Paso, United States of America

Role Description As GTO SPOC, support the overall business strategy for the function and govern the same across geos along with Geo Training Leads. Partnering with Geo Leads to manage training programs and the learning experience for learners for the process across geos. Plays a lead strategic role, overseeing the creation/implementation of Tech Eco-system, content, e-learning, collateral, and other training materials that will impact behaviour-changing training using various training theories inclusive of job aids, facilitator and participant guides, on-the-job training systems, tutorials, and demonstration models. Implement best practices in training and development activities to ensure maintenance of top-notch training programs, which implies top notch performance. Plays a highly collaborative role where he builds solid cross-functional relationships with departmental heads and management across the business spectrum. Qualifications - BA/BS in Education, Business, Communications - 6-8 years experience in training environment Requirements - Demonstrated strong writing skills - Demonstrated leadership and motivational skills - Demonstrated strong analytical and planning skills, with the ability to work well in a collaborative team environment - Self-motivated professional with the ability to accept challenges and work well in a fast-paced, dynamic environment - Strong interpersonal, organizational and leadership skills - Ability to build and lead a team to perform at superior levels of consistency - The ability to deliver enthusiastic, high energy presentations Preferred Skills - Advanced working knowledge of MS Office (esp. MS Excel) suite of products skills. - Working knowledge of LMS/LXP Platforms - Working knowledge of budgeting exercise for function, P&L driven Roles & Responsibilities - Managing the Global training department as a whole and the delivery of its projects & strategic initiatives (NHT, Refreshers and process changes). - Primary role of leading the Global Training Office department and providing direction to junior management and personnel. - Build and maintain training support systems to the team, enabling them to better execute their duties by sharpening their skills. - Serve as an effective partner to the Training Teams, supporting the development, implementation, and delivery of Learning Solutions across geos. - Design learning strategies to fill needs as identified through analysis and in partnership with the Geo & Central Leadership Team. - Ensure that programs meet deadlines and that they are completed within the allocated budgets. - Plays a mentorship role to key personnel, assisting in the execution of their duties upon request, honing their skills, and getting them ready for the occupation of his position. - Overall organizational planning and execution including resourcing, skilling, budgeting, and other performance improvements strategies. - Participate in training solutioning during RFP and delivery life cycle. - Drives the skill development programs for the team that incorporate overall business objectives and maintains interactive learning solutions that drive measurable results for the business and guarantee that those solutions are instructionally sound and are up to the business’s quality standards. - Partners with other operations, clients, L&D and HR function to determine program priorities, roll-out plans, set program deadlines, ROI and analytics. - Collaborates with departmental heads and managers, to identify areas that requiring training and to develop program requirements unique to each department. - Plays an analytical role where he conducts current and ongoing strategic assessments of business-wide training and development programs and initiatives. - Ensure effective data governance, reporting and measures program delivery quality, which ensures continuous improvement, maintenance, and adjustment in training program delivery. - Responsible for maintaining knowledge in the department, keeping it up to date with the latest training practices, trends, and technology. Location Work@Home USA, United States of America

Role Description Sagility is seeking a client-facing Technology Solutions Architect to join our growing technology team that helps us continue to evolve as a tech-enabled, platform-based Healthcare Business Process Management and Healthcare BPaaS solution provider. This leader will play a pivotal role in shaping and communicating Sagility’s value proposition to prospective and existing healthcare clients. The role supports Sagility’s pre-sales team, including deal solutioning, pricing, client RFP response, and bid defense. The Solutions Architect will design robust technical solutions and craft compelling business stories that clearly articulate how Sagility’s offerings drive measurable business outcomes. - Business Value Storytelling: Translate complex technical solutions into clear, outcome-focused narratives tailored to customer business challenges and opportunities. - Customer Workshops & Discovery: Lead or participate in client discovery sessions, workshops, and whiteboarding to uncover pain points and co-create solution approaches. - Solution Architecture Development: Create pre-sales/high-level business and technical architectural blueprints and models that outline system structure, integration points, and data flows. - Healthcare Architecture Leadership: Architect solutions that leverage industry standards (HL7, FHIR, HIPAA, etc.) and integrate with leading healthcare platforms (Epic, Cerner, etc.). - Integration Strategy and Implementation Plan: Work with technology delivery teams to define integration approaches with existing systems and pre-sales implementation plans. - IT Production Support and Operations: Estimate and size IT operations, working with teams that support Cloud Infra, Application Support, and third-party SaaS/hosted solutions. - Effort Estimation and Optimization: Estimate and optimize technology implementation and ongoing costs, providing inputs to the pricing team. - Solution to Delivery Transition: Ensure smooth handoff from solution design to delivery teams. - Governance & Compliance: Ensure solutions adhere to organizational policies, legal regulations, and industry standards, including security, privacy, and accessibility requirements. - Sales Enablement: Partner with sales and marketing to develop solution collateral, case studies, and demo scripts that highlight business impact. - Stakeholder Communication: Serve as a technical advisor to management, project teams, and external partners, presenting complex ideas in accessible terms. - Metrics & Outcomes: Define and track key metrics for solution success, such as win rates, customer satisfaction, and time-to-value. - Mentorship: Mentor junior staff and contribute to the continuous improvement of solutioning best practices. - Sales Success: Sales success will be one measurement that is part of Key Results Areas (KRAs) for this position. Qualifications - Healthcare Systems Expertise: Knowledge of healthcare payer and provider systems, interoperability standards (HL7, FHIR), and regulatory requirements (HIPAA, etc.). - Technical Expertise: Proficient in designing high-level healthcare payer solutions using Commercially Off the Shelf (COTS) products and custom solutions. - Automation Expertise: Knowledge of solutioning and working with RPA, analytics, and other automation platforms. Experience with GenAI technologies is a plus. - Business Storytelling: Proven ability to communicate technical concepts in business terms and craft persuasive value propositions. - Customer-Facing Experience: Demonstrated success in pre-sales, solutioning, or consulting roles with direct customer interaction. - Analytical Ability: Strong analytical skills to assess complex requirements and devise effective solutions to multifaceted problems. - Communication: Exceptional written and verbal communication skills to articulate technical concepts to non-technical stakeholders. - Project Management: Experience with project management methodologies and ability to coordinate cross-functional teams. - Leadership: Demonstrated ability to mentor junior staff, lead technical discussions, and influence strategic decision-making. - Business Acumen: Understands the intersection of technology and business, and can prioritize technical decisions according to business impact. - Problem-Solving: Resourceful and proactive in identifying issues, analyzing alternatives, and implementing effective solutions. - Adaptability: Flexible and resilient when faced with changing requirements, ambiguous information, or shifting organizational priorities. Education and Experience - Bachelor’s or master’s degree in computer science, Information Technology, Engineering, or a related field (or equivalent experience). - Minimum of 7 years of experience in healthcare technology, architecture, and solutioning. Location Work@Home USA, United States of America

Role Description The Senior Compliance Analyst is the operational owner of Sagility’s healthcare Exclusion Screening and Vendor Compliance programs and a key contributor to CMS audit readiness and response. This role ensures employees, contractors, and vendors are screened against OIG LEIE, SAM.gov, State Medicaid exclusions, and OFAC/sanctions (as applicable), maintains audit-ready evidence in AuditBoard, and supports CMS audits, state audits, payer audits, and client reviews end-to-end. Core Responsibilities – Exclusion Screening - Operate enterprise screening for employees, contractors, and vendors. - Perform checks against OIG LEIE, SAM.gov, State Medicaid exclusions, and OFAC/sanctions. - Use screening platforms (Certiphi, LexisNexis, Refinitiv, Exiger or equivalent) to adjudicate hits and document decisions. - Escalate confirmed/high-risk matches to Legal, HR, Compliance, and Operations. - Manage periodic re-screening cycles and maintain audit-ready evidence. Core Responsibilities – Vendor Compliance / TPRM - Support onboarding due diligence, ongoing monitoring, and re-certifications. - Track and validate vendor compliance artifacts and attestations. - Partner with Procurement, Legal, InfoSec, and Business Owners to remediate gaps. - Maintain records and evidence in AuditBoard or designated GRC systems. Core Responsibilities – CMS Audit Support - Serve as a primary contributor for CMS audits and related state/payer audits. - Prepare and maintain audit-ready documentation (policies, SOPs, control narratives, evidence). - Coordinate audit requests, walkthroughs, and evidence submissions using AuditBoard. - Track audit findings and manage CAPs to closure with evidence. - Participate in mock audits and readiness reviews. Compliance Operations, GRC & Reporting - Use AuditBoard to manage Incidents, Issues, Actions (CAPs), Evidence, and Dashboards. - Produce management and governance reporting on screening, vendor compliance, and audits. - Draft and maintain SOPs, job aids, and process documentation. Issue Management & Remediation - Log and manage issues related to screening, vendor compliance, and audit findings. - Drive CAPs to on-time closure and validate effectiveness. - Escalate high-risk or overdue issues appropriately. Training & Stakeholder Advisory - Guide HR, Procurement, Operations, and Business Leaders on screening and vendor compliance. - Support training on CMS audit expectations and evidence standards. Qualifications - Bachelor’s degree (or equivalent experience). - 5+ years in healthcare compliance, exclusion screening, vendor compliance, or audit support. - Demonstrated experience supporting CMS audits, state audits, or payer audits. - Strong knowledge of OIG/CMS expectations and audit evidence standards. - Experience with AuditBoard or similar GRC tools preferred. Key Competencies - CMS audit and healthcare regulatory acumen - Risk and control mindset - Audit and evidence rigor - Process improvement and automation mindset - Stakeholder management and communication Performance Metrics (KPIs) - % populations screened on time - Hit adjudication turnaround time - Vendor compliance completion rate - CMS audit findings count and severity - CAP on-time closure rate - Evidence completeness and audit re-use rate Internal Leveling Alignment - Compliance Analyst (C2): Executes screenings and supports audits - Senior Compliance Analyst (C3 – this role): Owns operations and leads CMS audit support - Lead/Principal (C4): Designs program and leads domain audits - Manager (M1): Owns outcomes, staffing, executive and board reporting Location Work@Home Arizona (Mountain Day Light Time) United States of America

Role Description The Director of Governance, Risk & Compliance (GRC) and Global Security Officer is responsible for establishing, managing, and continuously enhancing the organization’s global governance, risk, and compliance program. This role ensures enterprise-wide alignment with CMS, HIPAA, NIST CSF, HITRUST, OIG, ISO 27001, FSGO, and global data protection laws. - Support, design and implement a global governance framework aligned with CMS regulations (42 C.F.R. § 438, 42 C.F.R. § 434.6), HIPAA Privacy & Security Rules, NIST CSF, ISO 27001, OIG guidance, HITRUST, and relevant state, federal, and global privacy laws. - Manage AuditBoard workflows for risk registers, control monitoring, policy attestations, third-party risk assessments, quarterly client attestations, and compliance dashboards. - Integrate EY Compliance Management Tool with AuditBoard for evidence management, regulatory submissions, and quarterly board reporting. - Maintain an enterprise-wide risk register mapped to HIPAA, NIST, CMS, OIG, and contractual requirements. - Ensure Policies align with framework requirements. - Act as primary liaison for Client Information Program (CIP) and internal and external risk assessments and audits. - Support readiness for client, regulatory, and accreditation body audits (e.g., CMS, NCQA, URAC). - Provide governance oversight for global training programs (HIPAA, CMS, NIST, OIG, security, and global DPAs). - Serve as Global Security Officer with responsibility for physical and cyber security alignment with compliance and contractual obligations. - Assist in investigations of potential security and compliance incidents, breaches, or compliance violations. - Coordinate with the Special Investigation Unit (SIU) and ensure compliance with regulatory and client breach reporting timelines. - Provide governance oversight for BCP/DR testing and reporting. - Ensure compliance with HIPAA Security Rule safeguards. - Oversee implementation of HIPAA-required risk analyses, vulnerability assessments, and risk management plans. - Coordinate HIPAA-required security awareness and training programs for workforce members. - Ensure breach notification requirements under HIPAA are fully integrated into the incident response process. - Ensure compliance with CMS security and privacy requirements. - Oversee CMS-required breach notification, ensuring reporting within mandated timelines. - Coordinate with Compliance, Legal, and Operations to ensure CMS program integrity safeguards are met. - Support CMS-mandated risk assessments, data protection, fraud, waste, and abuse (FWA) prevention initiatives. - Ensure organizational alignment with the NIST Cybersecurity Framework (CSF). - Oversee periodic NIST-based risk assessments and vulnerability management programs. - Support improvement initiatives aligned with NIST CSF and ISO 27001 standards. - Support compliance with U.S. Office of Inspector General (OIG) guidelines. - Ensure adherence to HITRUST CSF requirements. - Support HITRUST readiness assessments, coordinate evidence collection, and ensure remediation of identified gaps. - Ensure enterprise-wide risk management oversight using AuditBoard and ECM for governance oversight. - Establish reporting cadence for global board risk dashboards, issue remediation status, and trend analysis. - Partner with IT, InfoSec, Operations, and Compliance teams to ensure continuous monitoring of risks and control effectiveness. Qualifications - Education: Bachelor’s degree in information security, Compliance, Risk Management, or related field. Equivalent experience may substitute. - Experience: 7+ years in governance, compliance, risk management, or security in healthcare or regulated industries. - Direct experience leading client and regulatory audits (CMS, HIPAA, NIST, OIG, HITRUST). - Preferred knowledge of AuditBoard, EY Compliance Management Tool, or equivalent GRC platforms. - Understanding of HIPAA, CMS regulations, NIST CSF, HITRUST, ISO 27001, and OIG compliance frameworks. - Strong background in Global security governance, including physical, cyber, and incident response programs. - Exceptional leadership, stakeholder management, and cross-functional collaboration skills. - Proven ability to operate in a global, multi-jurisdictional environment. - Strong written and verbal communication, including preparation of executive-level board reports. Location Work@Home NationWide, United States of America

Role Description - Core Responsibilities – Exclusion Screening - Operate enterprise screening for employees, contractors, and vendors. - Perform checks against OIG LEIE, SAM.gov, State Medicaid exclusions, and OFAC/sanctions. - Use screening platforms (Certiphi, LexisNexis, Refinitiv, Exiger or equivalent) to adjudicate hits and document decisions. - Escalate confirmed/high-risk matches to Legal, HR, Compliance, and Operations. - Manage periodic re-screening cycles and maintain audit-ready evidence. - Core Responsibilities – Vendor Compliance / TPRM - Support onboarding due diligence, ongoing monitoring, and re-certifications. - Track and validate vendor compliance artifacts and attestations. - Partner with Procurement, Legal, InfoSec, and Business Owners to remediate gaps. - Maintain records and evidence in AuditBoard or designated GRC systems. - Core Responsibilities – CMS Audit Support - Serve as a primary contributor for CMS audits and related state/payer audits. - Prepare and maintain audit-ready documentation (policies, SOPs, control narratives, evidence). - Coordinate audit requests, walkthroughs, and evidence submissions using AuditBoard. - Track audit findings and manage CAPs to closure with evidence. - Participate in mock audits and readiness reviews. - Compliance Operations, GRC & Reporting - Use AuditBoard to manage Incidents, Issues, Actions (CAPs), Evidence, and Dashboards. - Produce management and governance reporting on screening, vendor compliance, and audits. - Draft and maintain SOPs, job aids, and process documentation. - Issue Management & Remediation - Log and manage issues related to screening, vendor compliance, and audit findings. - Drive CAPs to on-time closure and validate effectiveness. - Escalate high-risk or overdue issues appropriately. - Training & Stakeholder Advisory - Guide HR, Procurement, Operations, and Business Leaders on screening and vendor compliance. - Support training on CMS audit expectations and evidence standards. - Tools & Systems - AuditBoard (or equivalent GRC) - Screening platforms: Certiphi, LexisNexis, Refinitiv, Exiger (or equivalent) - OIG LEIE, SAM.gov, State Medicaid lists, OFAC - Excel/BI and workflow/case management tools Qualifications - Bachelor’s degree (or equivalent experience). - 5+ years in healthcare compliance, exclusion screening, vendor compliance, or audit support. - Demonstrated experience supporting CMS audits, state audits, or payer audits. - Strong knowledge of OIG/CMS expectations and audit evidence standards. - Experience with AuditBoard or similar GRC tools preferred. Key Competencies - CMS audit and healthcare regulatory acumen - Risk and control mindset - Audit and evidence rigor - Process improvement and automation mindset - Stakeholder management and communication Performance Metrics (KPIs) - % populations screened on time - Hit adjudication turnaround time - Vendor compliance completion rate - CMS audit findings count and severity - CAP on-time closure rate - Evidence completeness and audit re-use rate Internal Leveling Alignment - Compliance Analyst (C2): Executes screenings and supports audits - Senior Compliance Analyst (C3 – this role): Owns operations and leads CMS audit support - Lead/Principal (C4): Designs program and leads domain audits - Manager (M1): Owns outcomes, staffing, executive and board reporting Location Work@Home NationWide United States of America

Role Description The Director, Compliance Investigations (SIU) & Internal Audit leads the organization’s investigations, audit, and assurance functions across a global healthcare and the geo specific environment. This is considered Head of SIU and ensures whistleblower and misconduct investigations, regulatory and client-driven audits, and enterprise control assurance, ensuring compliance with CMS, OIG, HIPAA/HITECH, client contracts, and local country regulations. The role provides independent, credible assurance to executive leadership and the Board, connects incident trends to risk and control improvements, and drives a mature, defensible, and audit-ready compliance program. Key Responsibilities - Investigations & SIU Oversight - Lead investigations related to whistleblower and ethics hotline reports, fraud, waste and abuse (FWA), data privacy and information security incidents, employee misconduct, retaliation, harassment, conflicts of interest, and client or regulatory compliance breaches. - Direct and manage the end-to-end case lifecycle: intake, triage, scoping, evidence collection, interviews, findings, and closure. - Ensure investigations meet CMS, OIG, HIPAA/HITECH, DOJ guidance, client contractual requirements, and local country laws (e.g., India DPDP, Philippines DPA, Jamaica DPA, Colombia regulations). - Maintain strict confidentiality, non-retaliation protections, and defensible documentation standards. - Partner with Legal, HR, Information Security, Compliance, Operations, and leadership on sensitive matters. - Audit, Assurance & Compliance Reviews - Plan and execute compliance audits, operational and process audits, and regulatory and client audit readiness reviews. - Evaluate internal control design and operating effectiveness, compliance with laws, regulations, and contracts, and risk management practices across functions and geographies. - Develop audit scopes, work programs, testing plans, and reports. - Document findings, risk ratings, root causes, and corrective action plans. - Track remediation and escalate overdue or ineffective actions. - Risk, Controls & Continuous Improvement - Use investigation trends and audit results to identify systemic risks and control gaps and drive preventive and corrective actions. - Contribute to and challenge the enterprise risk register. - Reduce repeat incidents and recurring audit findings. - Strengthen policies, procedures, and controls and promote a culture of compliance and accountability. - Governance, Reporting & Stakeholder Management - Assist in reporting for Executive Leadership, Audit Committee / Board, regulators, and clients as required. - Assist in the production integrated reporting on investigation volumes and trends, audit results and risk themes, remediation status, and control maturity. - Ensure accurate, timely, and defensible reporting. - Support regulatory exams, client audits, and external assurance activities. - Program Management, Tools & Standards - Own or help administer GRC and case management platforms (e.g., AuditBoard, ComplianceLine/Ethico, Certiphi and EY compliance Management Tool). - Standardize investigation methodologies, audit methodologies, and issue and remediation tracking workflows. - Improve program maturity, metrics, and automation and reduce reliance on manual or off-system tracking. Qualifications - Bachelor’s degree in Business, Accounting, Compliance, Law, Criminal Justice, or related field or applicable experience may be accepted. - 4 years of experience in Compliance, HR, Investigations, Internal Audit, Risk, or Regulatory Assurance experience may be substituted. - Strong experience in healthcare, BPO, or other highly regulated environments. - Demonstrated experience managing sensitive investigations and audit and assurance programs. - Excellent analytical, writing, and executive communication skills. - High integrity, independence, and strong professional judgment. Preferred Qualifications - Experience with CMS, OIG, HIPAA, SOC, ISO, NIST, SOX, and multi-country regulatory frameworks but not required. - Experience with GRC and case management tools (AuditBoard, Ethico, Archer, ServiceNow) but not required. - Experience supporting Board-level reporting and Audit Committee interactions. Performance Objectives & KPIs - Case Management, Triage & Timeliness (25%) - Ensure all cases are triaged, investigated, and closed within defined SLAs. - Maintain a low, risk-based backlog with prompt escalation of high-risk matters. - KPIs: - ≥ 95% of cases triaged within 48 hours. - 100% of high-risk cases escalated within SLA. - Average case closure time: High ≤ 30 days; Medium ≤ 60 days; Low ≤ 90 days. - < 5% of cases aged > 90 days. - Investigation & Audit Quality / Defensibility (25%) - Deliver thorough, consistent, and defensible investigations and audits. - Minimize rework and prevent quality-related escalations. - KPIs: - ≥ 95% of investigations and audits pass QA / Legal / Compliance review first time. - ≥ 98% of cases and audits have complete documentation and approvals. - 0 high-risk audit, client, or regulatory findings related to investigation or audit process. - ≥ 98% adherence to approved SIU and audit methodologies. - Risk Reduction, Root Cause & Remediation (20%) - Reduce repeat issues and systemic risks using investigation and audit insights. - Ensure timely and effective remediation across the business. - KPIs: - 100% of substantiated cases and audit findings have documented root cause analysis. - ≥ 90% of corrective actions closed by due date (tracked in AuditBoard). - ≥ 25–30% year-over-year reduction in repeat high-risk issues. - Downward trend in open high-risk issues and repeat findings. - Governance, Board, Regulator & Client Confidence (20%) - Provide timely, accurate, and meaningful reporting to leadership, the Board, clients, and regulators. - Maintain strong credibility and avoid quality or timeliness escalations. - KPIs: - 100% of Board / Executive / Client reports delivered on time. - 0 escalations due to missed deadlines or poor quality reporting. - ≥ 4.5 / 5 stakeholder satisfaction score (Legal, HR, Compliance, Clients, Operations). - 0 material reporting or data integrity errors. - Program Maturity, Tools & Enablement (10%) - Mature the investigations and audit programs through standardization, tooling, and automation. - Reduce manual tracking and increase system-of-record adoption. - KPIs: - ≥ 95% of cases, audits, and issues managed in AuditBoard and ComplianceLine/Ethico. - 100% adoption of standard methodologies and templates. - ≥ 3–5 meaningful process or control improvements delivered per year. - ≥ 60% reduction in off-system (email/Excel) tracking. Location Work@Home Arizona (Mountain Time) United States of America

Role Description The role of an RN Assistant Manager Operations is to assist in managing overall account performance and financial profits by coaching and developing Supervisors to deliver quality performance. Managing Supervisors to ensure day-to-day operations are successful. Qualifications - Associate degree or diploma in nursing; Bachelor’s degree in nursing preferred - 3 years experience in a clinical call center environment or telehealth environment preferred - 2 years of leadership experience - Healthcare preferred Requirements - Active, unrestricted nursing license (for nurses) - Strong management, interviewing, hiring, coaching, and counseling skills - Ability to manage multiple projects to successful and timely completion - Excellent communication skills; written, verbal - Strong presentation skills - Demonstrated sound problem-solving analytical and decision-making skills - Knowledge of quality improvement processes - Possesses leadership qualities of courage, integrity, the ability to motivate others and the ability to promote harmony in the workplace - Works effectively leading a team and participating on a team - Strong member advocate: willing to go above and beyond normal responsibilities to provide the best service possible - Ability to assist member in navigating the healthcare system and community-based resources - Culturally sensitive and competent regarding membership served - Ability to work remotely - Ability to determine when to escalate issues appropriately and in a timely manner - Proficient computer skills - Thorough knowledge of case management - Knowledge of/experience in disease management - Understanding of family and group dynamics - Familiarity with change behavior techniques - Demonstrates empathy - Must have experience managing teams in a virtual environment Preferred Skills - Basic financial acumen (cost-effectiveness, cost-benefit etc.) Roles & Responsibilities - Accountable for the shift operations - Ensures execution of contingency and disaster recovery plans - Ensures Contact Center meets productivity standards and client service levels are met or exceeded - Reviews and analyses productivity reports prepared by the team leaders before the reports are submitted to the Operations Manager - Submits periodic productivity/service performance reports to the Operations Manager - Prepares the schedule/Team Leaders assignments to ensure that all operational hours are supervised - Regularly conducts dialogues, communication sessions with agents/front liners (skip meetings) - Ensures that workplace is safe, conducive, and a healthy working environment - Implements operational management policies in order to ensure adherence to service level agreements between clients - Coordinates with workforce regarding approval/disapproval of request for unscheduled leaves and tardiness - Ensures preparation of client required reports and makes necessary endorsements to ensure that deadlines for submission of reports are met - Analyzes and recommends measures in order to meet set metrics based on trends - Ensures all team monitor service calls to observe employee’s demeanor, technical accuracy, and conformity to company policies - Ensures that operations run smoothly on a daily basis - Coordinates with Workforce to ensure Service Levels and program goals are met - Recommends corrective services within client limits to adjust customer complaints - Answers questions about service to Team Leaders and works to develop so repeat questions do not arise - Strives to help the entire team when in need of assistance - Communicates policy changes, program developments, and company news to their respective teams Clinical Management Function - Takes escalated calls to resolve provider and member concerns that cannot be handled by supervisors and front-line staff - Follows through with pending client escalations’ requests requiring supervisor’s assistance - Reviews outcome of case rework prior to handing it over to the clients Quality Management/Standards Compliance Function - Conducts performance reviews and appraisals for Team Leaders (monthly/midyear/yearly) - Reviews preliminary investigation of disciplinary cases and approves/disapproves/escalates disciplinary actions - Conducts regular inter and intradepartmental operations, feedback, action planning, meetings - Participates in the development of contingency plans, escalation procedures, and disaster recovery plans - Regularly reviews staffing requirements, actual headcount vs. budget, and requisitions for manpower when necessary - Ensures implementation of customer complaint escalation and turnaround time for complaint resolution - Participates in the preparation of the department’s annual business plan and budget - Ensures operation’s compliance with the client’s requirements and policies - Provides recommendations in the setting of call center systems parameters - Implements action plans to ensure alignment between the other support groups - Communicates as needed with other departments within the Contact Center about operational and personnel needs - Analyzes situations that arise outside the established guidelines or parameters - Gives recommendations and implements these recommendations once approved - Studies and standardizes procedures to improve efficiency of subordinates - Works with call center Director to develop better ways for system to improve quality - Responsible for the performance of his/her team - Responsible for the development and implementation of policies and procedures pertaining to HIPAA Staff Development Function - Provides bi-monthly one-on-one coaching and feedback to drive performance and reduce cost - Provides immediate coaching regarding TL or team performance when the need arises - Ensures timely and accurate communication regarding updates to team leaders - Initiates and supports all employee satisfaction and workplace programs - Disciplines and creates incentives for all staff in conjunction with meeting performance measurements - Answers questions about service to the Team Leaders - Recommends and applies corrective measures for staff members who do not meet minimum performance metrics - Monitors key performance indicators within and across teams - Works with Team Leaders to resolve concerns of agents as well as their own - Follows up personnel issues as reported by TLs - Meets with TLs at least once a week to discuss program and team performance - Ensures TLs submit accurate and timely reports - Creates specific Individual Development Plans for TLs over a given period of time Administrative Function - Files accurate and timely agent coaching logs from TLs - Files the weekly/monthly team performance reviews - Implements programs to ensure high levels of Quality - Develops initiatives to optimize results - Partners with other Shift Managers to share/implement best practices - Monitors team performance in Chronicle on a daily basis - Submits weekly and monthly team operations review to Operations Manager Others - Performs tasks assigned by the Operations Manager - Prepares composite reports from the individual reports of subordinates - Communicates as needed with other departments within the Contact Center about operational and personnel issues - Interviews and staff supervisor team - Handles the overall project, Budgeting & Financials, Strategies to improve teams KPIs - SPOC for the client relations, profitability of the project, Planning & Process improvements 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 - Remains compliant with the relevant business, local and international regulatory and legislative requirements particularly HIPAA, HITECH Act and URAC Location Work@Home USA, United States of America

Role Description The Vice President Client Services will be responsible for leading and optimizing our client services function on a global scale, driving client satisfaction, and ensuring the success of international client partnerships. They will provide strategic leadership, manage a diverse team of client services professionals, and develop and execute initiatives to enhance client experiences and maximize client success worldwide. Qualifications - Bachelor's degree in business administration, healthcare management, or a related field - 15+ years experience in related field - Prior hospital experience and/or Revenue Cycle outsourcing vendor experience preferred Requirements - Proven experience in executive leadership roles within global client services or account management, with a focus on strategic planning and execution - Demonstrated success in leading and developing high-performing teams across multiple regions - Exceptional interpersonal and communication skills, with the ability to build trust, influence, and collaborate across diverse cultural and regional contexts - Strong business acumen and strategic thinking, with the ability to drive global client success, identify growth opportunities, and navigate complex global client relationships - Excellent problem-solving and conflict resolution abilities, with a customer-centric approach - Proficiency in CRM software and other relevant tools - In-depth knowledge of the healthcare industry, including its global trends, regulations, and best practices Roles & Responsibilities - Provide strategic vision and leadership for the Client Services department, aligning it with the company's overall global growth plans and objectives - Develop and execute comprehensive strategies and initiatives to enhance global client satisfaction, drive client success, and achieve business growth targets - Collaborate with the executive team to shape the overall global strategy and ensure client services align with the organization's mission and values - Understand clients' unique needs, goals, and challenges in different regions, and develop customized solutions to meet their evolving requirements - Serve as the escalation point for complex global client issues, ensuring prompt and effective resolution while maintaining positive client relationships - Oversee the delivery of exceptional client service globally, ensuring adherence to service level agreements (SLAs) and consistently exceeding client expectations - Develop and implement processes, workflows, and best practices to optimize global service delivery, efficiency, and scalability - Drive global client success, retention, and growth by proactively identifying opportunities for value creation and providing strategic guidance to global clients - Collaborate with cross-functional teams, including sales and product teams, to identify and capitalize on upsell and cross-sell opportunities, and support global client expansion initiatives - Monitor global client health, satisfaction levels, and business growth, and develop strategies to enhance global client engagement, loyalty, and revenue generation - Collaborate closely with senior leadership, including the CEO and other executives, to align global client services with the overall global business strategy and goals - Act as a key point of contact for global client-related matters, providing updates, insights, and recommendations to the executive team and board of directors - Represent the company in global client-facing meetings, international conferences, and events, enhancing the company's reputation and fostering strategic global partnerships - Attend Industry forum meetings to increase market awareness of Sagility Provider Solutions and its services Location Jacksonville, United States of America

Role Description This is an Intern role to support teams across the organization. This internship provides hands-on experience in a fast-paced healthcare and technology-driven environment and is designed to help students build practical skills while contributing to real-world business initiatives. Interns will work closely with experienced professionals, gain exposure to enterprise systems and processes, and develop a foundational understanding of how Sagility delivers value to its healthcare clients. Qualifications - Bachelor’s or master’s degree in a relevant field Requirements - Enthusiastic, motivated, and eager to learn - Strong work ethic and ability to work independently - Fast learner who adapts well in a dynamic environment - Good written and verbal communication skills - Basic proficiency with Microsoft Office tools (Excel, Word, PowerPoint) - Ability to manage time effectively and handle multiple tasks Roles & Responsibilities - Support day-to-day project and operational activities within the assigned team - Participate in team meetings and collaborate with cross-functional stakeholders - Learn and follow established processes, tools, and best practices - Take initiative on assigned tasks and complete deliverables on time - Contribute ideas and feedback to improve team processes or outcomes Location Work@Home USA, United States of America