RN Supervisor - Care Management (Temporary/Seasonal)

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.

We are seeking an experienced and highly motivated Clinical Operations Supervisor / Team Lead to lead a team of Registered Nurses (RNs) and/or Care Coaches supporting Care Management programs. This position is responsible for driving operational performance, quality outcomes, member satisfaction, employee engagement, compliance, and workforce effectiveness while fostering a culture of accountability, continuous improvement, and servant leadership.
The Supervisor serves as the frontline leader for daily operations and is responsible for coaching, mentoring, developing, and supporting associates to meet client expectations, operational goals, quality standards, and regulatory requirements. This role acts as a key liaison between frontline staff and leadership while collaborating closely with Workforce Management, Quality, Training, Compliance, Human Resources, and Business Operations teams.
The ideal candidate is a strong people leader who combines operational excellence, data-driven decision making, effective coaching techniques, and a passion for employee development and member outcomes. Relevant operational frameworks, coaching resources, team lead standards, mentoring tools, and care management support materials are commonly used within the program to drive consistency and performance.
Depending on business needs, the Team Lead may operate in a dual Team Lead/Trainer capacity, supporting new hire classes during Training, OJT, and Nesting before transitioning to full operational leadership responsibilities. This model promotes continuity of support, accelerates associate readiness, and strengthens new hire success throughout the employee lifecycle.

Job title:

RN Supervisor - Care Management (Temporary/Seasonal)

Job Description:

Operational Leadership

• Oversee day-to-day operations of a team of RNs and/or Care Coaches supporting client programs.
• Serve as the first point of escalation for associate questions, process concerns, member issues, and system-related challenges.
• Monitor productivity, quality, attendance, adherence, member engagement, service levels, and operational performance metrics.
• Ensure team compliance with client, company, CMS, HIPAA, and regulatory requirements.
• Manage staffing coverage, queue performance, and workload distribution to achieve operational goals.
• Support workforce and attendance management activities through timely communication of staffing concerns and schedule variances.
• Verify associate readiness, system functionality, and connectivity prior to shift start and escalate issues as needed.
• Provide real-time support and guidance to associates regarding workflows, policies, systems, and member interactions.
• Provide virtual support and maintain awareness of team performance, engagement, and operational needs throughout the workday.
• Identify operational risks, performance barriers, and workflow inefficiencies and implement corrective actions.
• Support audits, client requests, compliance reviews, and operational readiness activities.

Performance Management & Coaching

• Monitor daily, weekly, and monthly performance metrics using dashboards, reports, and operational tools.
• Conduct regular one-on-one coaching focused on productivity, quality, documentation accuracy, compliance, attendance, and member experience.
• Complete coaching documentation and maintain accurate employee performance records.
• Develop and track action plans for underperforming associates.
• Lead performance improvement plans, corrective actions, attendance management activities, and disciplinary processes when necessary.
• Recognize and reward top performers to support employee engagement and retention.
• Conduct performance evaluations and talent assessments.
• Utilize root cause analysis and performance trends to drive continuous improvement initiatives.

Clinical Quality & Member Outcomes

• Ensure adherence to care management workflows, call handling standards, clinical documentation requirements, and member engagement practices.
• Partner with Quality and Training teams to identify performance trends and improve outcomes.
• Participate in calibration sessions to ensure consistency in quality expectations and scoring methodologies.
• Drive improvements in member satisfaction, quality scores, compliance metrics, and client performance indicators.
• Reinforce best practices related to care plans, assessments, outreach, and documentation standards.

Employee Development & Engagement

• Develop and maintain Individual Development Plans (IDPs) for assigned associates.
• Identify and cultivate future leaders, mentors, trainers, and Subject Matter Experts (SMEs).
• Support onboarding, mentoring, nesting, and production readiness activities for new associates.
• Conduct team huddles, engagement activities, recognition events, and knowledge-sharing sessions.
• Foster an inclusive, collaborative, and high-performing team culture.
• Partner with associates to achieve career development and professional growth goals.
• May occasionally serve as an interim trainer or facilitator for new hire classes, refresher training sessions, process updates, remediation training, and operational readiness programs.
• Collaborate with Training and Operations leadership to reinforce curriculum objectives and ensure successful transition of new hires into production environments.
• Support onboarding, nesting, and production readiness activities for new hires, ensuring a successful transition from training to independent production.
• May serve in a dual-purpose Team Lead/Trainer capacity based on business needs, supporting both training and operational functions.
• Deliver or facilitate portions of new hire training, refresher sessions, process updates, and remediation training as assigned.
• Provide ongoing coaching and performance support during Training, OJT, Nesting, and Early Production phases.
• Partner closely with Training teams to monitor learner progress, identify knowledge gaps, and implement development plans to improve readiness.
• Serve as a consistent point of contact for assigned new hire waves from training through production to promote continuity, engagement, and performance success.
• Support onboarding and production certification activities to ensure associates meet program readiness and compliance requirements prior to independent production.
• Collaborate with Trainers, Mentors, SMEs, and Operations Leadership to ensure a seamless transition from classroom learning to production environments.
• Identify and escalate learner performance concerns, behavioral issues, attendance challenges, or readiness risks that may impact operational success.
• Facilitate knowledge-sharing sessions, best-practice discussions, and peer learning opportunities to strengthen team capability and performance.

Communication & Cross-Functional Collaboration

• Cascade process updates, client communications, policy changes, and operational announcements in a timely manner.
• Serve as a liaison between frontline staff and leadership.
• Collaborate with Workforce Management, Quality, Training, HR, Compliance, Business Excellence, and Operations teams.
• Participate in leadership meetings, calibration sessions, governance reviews, and client discussions as needed.
• Escalate business risks, concerns, and operational issues proactively.
• Promote alignment across teams and geographies to ensure consistency in execution and performance.

Administrative Responsibilities

• Complete and maintain required operational documentation, including:
  • Weekly coaching logs
  • Team huddle agendas
  • Performance reviews
  • Attendance tracking
  • Corrective action documentation
  • Individual Development Plans
  • Performance evaluations
  • Client and operational reporting requests
• Maintain accurate associate records and compliance documentation.
• Ensure timely completion of all assigned administrative tasks and deliverables.

Required Qualifications

Education

Required:

• Active unrestricted U.S. Registered Nurse (RN) License

Experience

Required:

• Minimum two (2) years of post-licensure clinical experience.
• Minimum one (1) year of leadership, mentoring, coaching, Team Lead, or supervisory experience.
• Experience working in healthcare operations, BPO’s, care management, case management, disease management, utilization management, or a contact center environment.

Preferred:

• Previous experience supporting Medicare Advantage, SNP, Medicaid, or managed care populations.
• Experience leading remote, hybrid, or geographically dispersed teams.
• Experience facilitating training sessions, new hire onboarding, or classroom instruction.
• Experience serving as a Trainer, SME, Mentor, Team Lead, or Supervisor within a healthcare environment.

Knowledge, Skills & Competencies

Leadership & People Management

• Strong coaching, mentoring, and employee development skills.
• Ability to lead difficult conversations with professionalism and consistency.
• Proven ability to manage performance, engagement, and accountability.

Operational Excellence

• Strong understanding of productivity, quality, attendance, adherence, service levels, and workforce management principles.
• Ability to manage multiple priorities in a fast-paced environment.

Analytical & Problem Solving

• Strong analytical skills with the ability to identify trends, assess risks, and implement effective solutions.
• Proficiency in performance reporting and data-driven decision making.

Communication & Collaboration

• Excellent verbal and written communication skills.
• Ability to influence and collaborate effectively across multiple departments and levels of leadership.

Technical Skills

• Proficiency with Microsoft Office Suite, reporting tools, workforce management applications, and operational dashboards.
• Ability to learn and navigate multiple healthcare systems and client platforms.

Success in This Role Means

• Delivering strong quality, productivity, adherence, and member outcome results.
• Building an engaged, high-performing team culture.
• Developing future leaders, SMEs, and trainers.
• Ensuring compliance with client and regulatory requirements.
• Driving continuous improvement through coaching, collaboration, and operational excellence.

Sagility is an Equal Opportunity Employer/Vet/Disability.

Location:

Work@Home USAUnited States of America