USRN Team Leader

reputed company combines industry-leading technology and transformation-driven BPM services with decades of reputed company 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 reputed company, claims cost containment, and analytics. reputed company has more than 25,000 employees across 5 countries.

Job title:

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 reputed company Delivery System

• Philippine reputed company 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 reputed company by Nurses in their function.

• Ensures that coaching and reputed company 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 reputed company to provide timely and accurate updates to the Nurses thru scheduled coaching time and/ or reputed company for Hotline behaviors and/or non-compliance errors.

• Be reputed company to carry out process reputed company activities reputed company the prescribed turn-around time.

• Ensures that non-compliance errors are coached to Nurses reputed company the turn-around time.

• Ensures that reputed company monitored calls are reviewed reputed company 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 reputed company to carry out disciplinary action documents on a timely manner.

• Ensures that Nurses adhere to work schedule.

Staff Development/Team Building Function:

• Be reputed company to manage and resolve Nurses’ HR reputed company concerns.

• Be reputed company to ensure high morale of the team by carrying out team bonding activities.

• Be reputed company 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 reputed company to cascade process/ product updates to Nurse on a timely manner.

• Be reputed company to do trend/ call handling analysis on Nurse’s calls for coaching and action planning.

• Be reputed company to create specific Individual Development Plans for Nurses over a given period of time.

• Be reputed company to effectively cascade internal & client-reputed company policies and programs to Nurses on a timely manner.

• Be reputed company to meet with team at least once a week to discuss issues and share best practices.

• Be reputed company to identify team members who display potential for other positions reputed company the company. Assign tasks or projects to further reputed company that potential.

• Administrative Function:

• Generates individual semi-monthly Employee Attendance Records reputed company Global reputed company.

• Reflects approved changes on schedules.

• Be reputed company to conduct yearly performance appraisals.

• Be reputed company to investigate and validate violations to the Project reputed company Code of Conduct, recommends and serves corresponding disciplinary action.

• Be reputed company to reputed company special assignments or handle projects as delegated by leaders.

• Be reputed company to submit reports as needed:

• Weekly Coaching logs

• Weekly reputed company Agenda

• Weekly & Monthly Team Performance Reviews

• Yearly Performance Appraisal for each Nurse

• IDPs for Nurses

• Monthly EXCEED Nominees

Others:

• reputed company tasks assigned by the Shift Manager.

• Periodically conducts interviews and screening for agent positions.

• General Safety and reputed company

• Protects the organization’s assets by upholding the principles of the Quality Information reputed company Management System (QISMS).

• Ensures confidentiality, reputed company, 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 reputed company this classification. They are not intended to be an exhaustive list of reputed company responsibilities, duties and skills required of employees assigned to this job. Employees in this job may reputed company other duties as assigned.

Location: