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 program is focused on outreach to patients at the start of a new specialty therapy, including enrollment support, clinical assessments, therapy education, response to patient inquiries, and referral to additional resources as directed by workflow. The frontline nurse role includes telephonic patient and caregiver education, clinical assessments, documentation, adverse event identification and escalation, physician outreach when clinically necessary, and adherence to quality and production standards.
The Team Lead will serve as the first level of operational and clinical support for nurses, helping to drive productivity, quality, documentation accuracy, adherence, attendance, engagement, and compliance. This position will also support onboarding, training, nesting, precepting, coaching, calibration, quality reviews, and operational readiness as the program scales.
Job title:
Job Description:
Key Responsibilities
Operational Leadership
- Oversee day-to-day performance and workflow execution for a team of telephonic Registered Nurses supporting the Specialty Pharmacy program.
- Provide real-time guidance to nurses related to workflows, documentation expectations, patient interactions, systems navigation, escalation pathways, and operational processes.
- Monitor daily productivity, attendance, adherence, quality outcomes, service levels, queue performance, and other operational metrics.
- Ensure team readiness at the start of shift, including system access, connectivity, schedule adherence, and issue escalation.
- Support workload management, staffing coverage, queue awareness, and daily operational stability.
- Identify operational risks, workflow barriers, training gaps, and performance trends, then partner with Operations leadership to implement corrective actions.
- Support program ramp readiness, including onboarding, nesting, production transition, and stabilization activities.
- Assist with client requests, audit readiness, reporting needs, and operational documentation as required.
Performance Management and Coaching
- Monitor individual and team performance using dashboards, reports, quality findings, attendance data, and operational tools.
- Conduct regular one-on-one coaching focused on productivity, call handling, documentation accuracy, workflow adherence, quality, compliance, attendance, and patient experience.
- Complete coaching documentation and maintain accurate performance records.
- Develop and track action plans for nurses requiring additional support.
- Support performance improvement plans, corrective action documentation, attendance management, and escalation processes when needed.
- Recognize strong performance and promote employee engagement, retention, and team morale.
- Reinforce best practices through team huddles, side-by-side support, refresher coaching, and knowledge-sharing sessions.
Clinical Quality, Compliance, and Patient Experience
- Reinforce adherence to clinical workflows, call handling expectations, documentation standards, escalation requirements, and approved patient education resources.
- Support accurate completion of clinical assessments, patient education, documentation, and patient/caregiver follow-up in accordance with program requirements.
- Ensure nurses follow internal processes for adverse event identification, notification, and management within the nursing scope of practice.
- Support timely escalation of clinical concerns, medication adherence issues, new or unreported symptoms, and other health-related matters identified during the clinical assessment.
- Partner with Quality, Training, Compliance, and Operations leadership to identify trends, close gaps, and drive improvement.
- Participate in quality calibration sessions, call listening reviews, documentation audits, performance scorecard reviews, and audit-the-auditor activities.
- Reinforce compliance with company, client, state, federal, FDA, pharmaceutical, HIPAA, and nursing scope of practice requirements.
Training, Onboarding, and Production Readiness
- Support new hire training, onboarding, nesting, precepting, workflow reinforcement, and transition to independent production.
- Partner with Training and Operations leadership to train or reinforce curriculum objectives and ensure nurses are prepared for live patient interaction.
- Assist with readiness validation, documentation review, call monitoring, chart review follow-up, and targeted coaching.
- Provide daily feedback during supervised execution and early production transition.
- Support refresher training, process updates, remediation training, and ongoing program stabilization.
- May occasionally serve as an interim trainer, facilitator, preceptor, mentor, or Subject Matter Expert for new hire classes, refresher training sessions, process updates, remediation training, and operational readiness activities.
Communication and Cross-Functional Collaboration
- Serve as a primary liaison between frontline nurses and Operations leadership.
- Cascade workflow changes, client updates, compliance expectations, quality feedback, and operational announcements.
- Partner with Workforce Management, Quality, Training, Compliance, HR, IT, Recruiting, Business Excellence, and Operations teams.
- Participate in leadership meetings, readiness reviews, calibration sessions, governance discussions, and client-facing discussions as needed.
- Escalate risks, performance concerns, staffing issues, system barriers, access issues, and workflow challenges in a timely and professional manner.
- Promote alignment across teams to ensure consistent execution, communication, and performance expectations.
Administrative Responsibilities
- Maintain accurate and timely documentation, including coaching logs, huddle notes, action plans, performance summaries, attendance tracking, quality follow-up, and corrective action documentation.
- Support completion of team-level reporting, operational trackers, readiness documentation, quality follow-up, and client-related requests.
- Ensure records are organized, audit-ready, and aligned with program expectations.
- Complete assigned administrative tasks and deliverables within required timelines.
Required Qualifications
Education and Licensure
- Active, unrestricted U.S. Registered Nurse license required.
- RN license must be in good standing.
- Must have an active unencumbered license in the state of residence.
- Must be eligible to apply for or hold a compact license, as well as additional single-state licenses as program needs require.
Experience
- Minimum three years of clinical experience as a Registered Nurse preferred.
- Minimum one year of leadership, mentoring, coaching, precepting, Team Lead, Charge Nurse, Trainer, SME, or supervisory experience preferred.
- Experience in specialty pharmacy, telephonic nursing, clinical operations, case management, care management, disease management, utilization management, patient education, or healthcare contact center operations preferred.
- Experience supporting remote, hybrid, or geographically dispersed teams preferred.
- Experience with new hire training, precepting, peer-to-peer documentation review, or clinical coaching preferred.
Knowledge, Skills, and Competencies
Leadership and People Management
- Strong coaching, mentoring, employee development, and performance management skills.
- Ability to lead difficult conversations with professionalism, consistency, and accountability.
- Ability to support employee engagement, retention, team morale, and performance improvement.
- Ability to develop future mentors, SMEs, trainers, and team leaders.
Clinical and Operational Excellence
- Strong understanding of telephonic clinical workflows, patient education, clinical documentation, quality expectations, and compliance requirements.
- Ability to support patient-centered interactions while reinforcing approved protocols and nursing scope of practice.
- Knowledge of productivity, quality, attendance, adherence, service level, and workforce management principles.
- Ability to manage multiple priorities in a fast-paced, evolving clinical operations environment.
Analytical and Problem Solving
- Ability to review performance trends, identify root causes, assess risks, and recommend corrective actions.
- Ability to use dashboards, reports, quality findings, and operational data to support decision-making.
- Ability to identify workflow gaps, training needs, documentation issues, and compliance risks.
Communication and Collaboration
- Excellent verbal and written communication skills.
- Strong ability to communicate expectations clearly to frontline nurses.
- Ability to collaborate with peers, leadership, client partners, Quality, Training, Compliance, HR, Workforce, and IT.
- Ability to escalate concerns timely and professionally.
Technical Skills
- Proficiency with Microsoft Office applications, reporting tools, workforce management applications, operational dashboards, and healthcare systems.
- Ability to learn and navigate multiple clinical, documentation, pharmacy, and client platforms.
- Strong computer skills with the ability to multitask between multiple applications while supporting frontline operations.
Preferred Clinical Background
Preferred clinical experience may include one or more of the following specialty areas:
- Neurology / Multiple Sclerosis
- Rheumatology
- Dermatology
- Pulmonology
- Gastroenterology
- Infectious Disease
- Asthma
- Oncology
- Pediatrics
- Specialty pharmacy or complex medication therapy support
Success in This Role Means
Success in this role means the Team Lead consistently:
- Builds and supports a high-performing team of telephonic Registered Nurses.
- Drives quality, productivity, adherence, documentation accuracy, and patient experience outcomes.
- Reinforces clinical workflow adherence, patient education standards, compliance, and regulatory requirements.
- Supports successful onboarding, nesting, competency validation, and transition to independent production.
- Identifies performance trends and provides timely coaching and action planning.
- Escalates risks early and helps maintain operational stability during ramp and growth.
- Partners effectively with Training, Quality, Compliance, Workforce, HR, IT, Recruiting, and Operations leadership.
- Supports program scalability while maintaining strong clinical quality, compliance, and patient-centered service.
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
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