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. 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. Job title: USRN Team Leader Job Description: Education: - Bachelor’s Degree in Nursing Experience: - 2 year post-education clinical experience (Premium PA, EHE Coaching, CPAN, PNA, TCM, IPCM, PC, & PCM only) - 2 year post-education clinical experience (CHIL) Mandatory Skills: 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 Roles & responsibilities: Shift Management Function: - Performs daily monitoring of Nurses 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 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 the immediate repair/ replacement of defective unit. - Answers questions while Nurses are on-line and provide 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: - Be able to provide timely and accurate updates to the Nurses 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 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. - Be able to carry out disciplinary action documents on a timely manner. - Ensures that Nurses adhere to work schedule. Staff Development/Team Building Function: - Be able to manage and resolve Nurses’ HR related concerns. - Be able to ensure high morale of the team by carrying out team bonding activities. - Be able to coach Nurses and provide feedback on weekly performance as evidenced by a signed coaching log. Complete one-on-one feedback sessions with Nurses, which can include counseling for disciplinary purposes (Ensure high motivation with low disciplinary actions). - Be able to cascade process/ product updates to Nurse on a timely manner. - Be able to do trend/ call handling analysis on Nurse’s calls for coaching and action planning. - Be able to create specific Individual Development Plans for Nurses over a given period of time. - Be able to effectively cascade internal & client-related policies and programs to Nurses 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 Cigna 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 Nurse - IDPs for Nurses - Monthly EXCEED Nominees Others: - Perform tasks assigned by the Shift Manager. - Periodically conducts interviews and screening for agent positions. - 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. - Remain 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 The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned. Location: Quezon City, Bridgetowne GigaPhilippines

The Sarnova Family of companies includes Digitech Computer, Bound Tree Medical, Tri-anim Health Services and Cardio Partners. Digitech is a leading provider of advanced billing and technology services to the EMS transport industry. Digitech leverages its proprietary technology to offer fully outsourced services that maximize collections, protect compliance, and deliver results for clients. Job Summary: This role focuses on supporting, enhancing, and progressively modernizing enterprise and legacy applications using C#, .NET Framework, and SQL Server. It plays a key part in maintaining system stability while identifying opportunities for improvement and long‑term modernization. The position is well‑suited for an engineer who enjoys working with complex systems, troubleshooting production issues, and contributing to the continued evolution and sustainability of the platform. Organizational Impact: This role plays a critical part in maintaining the stability and reliability of enterprise systems that support core business operations. By proactively addressing defects, performance issues, and technical debt, the position helps reduce operational risk and ensure business continuity. The engineer also contributes to incremental modernization efforts, bridging legacy platforms with future‑state solutions. Key Responsibilities: - Maintain, enhance, and support applications built on C# and .NET Framework - Design, develop, and optimize SQL Server databases, queries, views, and stored procedures - Analyze business and technical requirements to implement effective software solutions - Troubleshoot and resolve application defects, performance bottlenecks, and production issues - Perform code reviews and ensure adherence to development standards and best practices - Collaborate with product owners, QA, infrastructure, and other engineering teams - Assist in application refactoring, upgrades, and incremental modernization efforts - Document system functionality, processes, and technical changes - Support application deployments and ongoing operational needs - Additional job duties as assigned Minimum Qualifications: - Education: Bachelor’s degree in Computer Science or a closely related field - 3–5 years of professional software engineer experience - Strong ands‑on experience with C#, .NET Framework, and SQL Server - Strong understanding of object‑oriented programming and enterprise application design - Experience supporting and maintaining production applications - Strong communication skills and a collaborative mindse - Strong analytical, debugging, and problem‑solving skills - Ability to work independently while collaborating effectively within a team - Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment Travel Required: - Up to 10% Physical Requirements: - Ability to communicate effectively, including speaking and hearing. - Ability to see and read, write, and interpret written information. - Occasionally lift, move, and connect computer hardware and related equipment. - Ability to travel as required for business purposes. - Ability to handle and safeguard confidential information. - Ability to perform job duties in a professional environment suitable for virtual video meetings. Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Continuous is defined as 6-8 hours, frequently is defined as 3-6 hours, and occasionally is defined as up to 3 hours. Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EEO/M/F/Veterans/Disabled. Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity. #digitech

The Sarnova Family of companies includes Digitech Computer, Bound Tree Medical, Tri-anim Health Services and Cardio Partners. Digitech is a leading provider of advanced billing and technology services to the EMS transport industry. Digitech leverages its proprietary technology to offer fully outsourced services that maximize collections, protect compliance, and deliver results for clients. Job Summary: This role focuses on supporting, enhancing, and progressively modernizing enterprise and legacy applications using C#, .NET Framework, and SQL Server. It plays a key part in maintaining system stability while identifying opportunities for improvement and long‑term modernization. The position is well‑suited for an engineer who enjoys working with complex systems, troubleshooting production issues, and contributing to the continued evolution and sustainability of the platform. Organizational Impact: This role plays a critical part in maintaining the stability and reliability of enterprise systems that support core business operations. By proactively addressing defects, performance issues, and technical debt, the position helps reduce operational risk and ensure business continuity. The engineer also contributes to incremental modernization efforts, bridging legacy platforms with future‑state solutions. Key Responsibilities: - Maintain, enhance, and support applications built on C# and .NET Framework - Design, develop, and optimize SQL Server databases, queries, views, and stored procedures - Analyze business and technical requirements to implement effective software solutions - Troubleshoot and resolve application defects, performance bottlenecks, and production issues - Perform code reviews and ensure adherence to development standards and best practices - Collaborate with product owners, QA, infrastructure, and other engineering teams - Assist in application refactoring, upgrades, and incremental modernization efforts - Document system functionality, processes, and technical changes - Support application deployments and ongoing operational needs - Additional job duties as assigned Minimum Qualifications: - Education: Bachelor’s degree in Computer Science or a closely related field - 3–5 years of professional software engineer experience - Strong ands‑on experience with C#, .NET Framework, and SQL Server - Strong understanding of object‑oriented programming and enterprise application design - Experience supporting and maintaining production applications - Strong communication skills and a collaborative mindse - Strong analytical, debugging, and problem‑solving skills - Ability to work independently while collaborating effectively within a team - Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment Travel Required: - Up to 10% Physical Requirements: - Ability to communicate effectively, including speaking and hearing. - Ability to see and read, write, and interpret written information. - Occasionally lift, move, and connect computer hardware and related equipment. - Ability to travel as required for business purposes. - Ability to handle and safeguard confidential information. - Ability to perform job duties in a professional environment suitable for virtual video meetings. Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Continuous is defined as 6-8 hours, frequently is defined as 3-6 hours, and occasionally is defined as up to 3 hours. Sarnova is an Equal Opportunity Employer. We offer a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. EEO/M/F/Veterans/Disabled. Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity. #digitech

• Manage and implement business knowledge and technical skills, deploying and managing production systems. • Develop new applications and services using a combination of C#, Ruby, microservices technology, Azure PaaS offerings, and other technologies as appropriate. • Documents architectural designs through diagrams and logical flows. • Build and test new designs, formulations, materials, or systems for compliance with quality and/or performance standards. • Interprets functional/non-functional requirements and implements reliable software solutions. • Test new applications and services in a variety of environments. • Maintains and modifies existing applications without supervision. • Estimates and plans out work through user stories and tasks. • Gauge platform performance and take corrective action to optimize system behavior. • Determine operational feasibility by providing analysis, problem definition, requirements, solution development, and proposed solutions. • Prepare and install solutions by determining, designing, and implementing system specifications, standards, and programming guidelines. • Improve operations by conducting systems analysis and recommending changes in policies and procedures. • Participate in team exercises for collaboration. • Guide and mentor team development efforts towards successful project delivery. • Update job knowledge by studying state-of-the-art development tools, programming techniques, and computing equipment. • Protect operations by keeping information confidential. • Provide information by collecting, analyzing, and summarizing development and service issues. • Accomplish engineering and organization mission by completing related results as needed. • Support and develop software engineers by providing advice, coaching and educational opportunities. • Grow engineering teams by participating in interviewing, recruiting, and hiring. • Stay on the leading edge of development practices. • Passion about great technologies, especially open source. • Understand business needs and know how to create the tools to manage them. • This position will consist of 90% in the code and 10% mentoring other engineers.