Operations Team Lead

Position Summary

We are seeking an experienced Operations Team Lead to oversee the daily operations and performance of a team of Virtual Patient Care Coordinators supporting U.S. healthcare practices.

The role is responsible for managing workforce coverage, monitoring service quality, coaching team members, and ensuring efficient delivery of patient-facing and administrative services. The Operations Team Lead will also serve as the primary point of contact for U.S.-based practice managers, coordinating operational requirements, addressing escalations, and reporting on team performance.

This is a hands-on supervisory position that requires strong leadership capabilities and the willingness to perform frontline patient coordination duties during peak periods or staffing shortages.

Job Details:

• Work Setup: Onsite | Exxa Tower, Bridgetowne, Metro Manila
• Schedule/Shift: Monday to Friday, permanent night shift aligned with U.S. business hours, 8 working hours per day and 40 hours per week, with flexibility to accommodate overlapping shifts.
• Holidays: Following U.S. holidays

Responsibilities:

Team Leadership and Workforce Management

1. Oversee the daily operations of Virtual Patient Care Coordinators, ensuring consistent service delivery, productivity, and adherence to operational standards.
2. Manage shift schedules, attendance, breaks, and workforce allocation to maintain adequate coverage across assigned healthcare practices.
3. Address staffing shortages, attendance issues, and fluctuations in service volume through appropriate workload adjustments.
4. Conduct shift huddles, operational handovers, and regular team meetings to communicate priorities and performance expectations.
5. Provide hands-on support with patient coordination activities during peak periods, employee absences, or other operational requirements.
6. Conduct regular coaching sessions, provide constructive feedback, and maintain accurate performance documentation to support employee development.

Quality Assurance and Healthcare Operations

1. Monitor live patient interactions to ensure professionalism, empathy, accuracy, and compliance with established clinic procedures.
2. Review the accuracy of administrative workflows, including appointment scheduling, insurance verification, patient intake, documentation, and payment posting.
3. Identify recurring errors, process inefficiencies, and service quality concerns, and implement appropriate corrective actions.
4. Ensure compliance with HIPAA, patient confidentiality requirements, information security policies, and established workplace procedures.
5. Maintain professional conduct and appropriate on-camera standards across the team.

Performance Monitoring and Reporting

1. Monitor and analyze operational performance indicators, including virtual front-desk sessions, response times, call volumes, documentation processing, and patient intake activities.
2. Prepare shift-level and weekly performance reports, highlighting team productivity, service quality, operational challenges, and recommended improvements.
3. Maintain accurate employee attendance, timekeeping, and operational performance records.
4. Identify performance trends, potential service disruptions, and operational risks, and proactively recommend corrective measures.

Client Coordination and Escalation Management

1. Serve as the primary day-to-day operational contact for U.S.-based practice managers.
2. Participate in regular operational reviews to discuss team performance, staffing, service delivery, and outstanding concerns.
3. Communicate updates to clinic procedures and workflows, ensuring that team members understand and consistently follow revised requirements.
4. Act as the first point of escalation for operational concerns, resolving issues within the team's scope and coordinating with relevant stakeholders when additional support is required.
5. Coordinate with onsite IT and other support teams to resolve technical issues, system access concerns, and operational incidents.

Training and Continuous Improvement

1. Support the onboarding and training of new team members on healthcare workflows, systems, and operational procedures.
2. Provide ongoing guidance and serve as a resource for team members on process-related questions and operational challenges.
3. Maintain accurate process documentation, reference materials, and standard operating procedures to ensure consistent service delivery.
4. Identify training needs and opportunities for process improvement to enhance individual and team performance.

Qualifications:

Required Qualifications

1. Bachelor's degree in any field.
2. At least 4 years of experience in a customer-facing role, including a minimum of 2 years supporting a U.S. healthcare account.
3. At least 1 year of experience in a Team Leader, Supervisor, or Senior Coordinator capacity, with direct responsibility for overseeing the performance and output of other team members.
4. Excellent written and spoken English communication skills (CEFR C1 or above), with the ability to communicate confidently and professionally with U.S. patients and practice managers.
5. Strong leadership and people management skills, including coaching, performance monitoring, constructive feedback, and conflict resolution.
6. Comfortable conducting live video interactions with patients and maintaining a professional, composed, and personable on-camera presence.
7. Proficiency in using electronic medical record (EMR) systems, payer portals, scheduling applications, and operational reporting tools, with the ability to quickly learn new systems and guide others in their use.
8. Strong analytical and problem-solving skills, with the ability to interpret performance metrics, identify operational issues, and implement appropriate solutions.
9. Strong organizational and time management skills, with the ability to prioritize tasks and manage operational requirements in a fast-paced environment.
10. Ability to handle sensitive patient information and uphold HIPAA, confidentiality, and information security requirements.
11. Willingness to perform frontline patient coordination responsibilities when operationally required.
12. Willingness to work onsite in Bridgetowne, Metro Manila, on a permanent night-shift schedule aligned with U.S. business hours.

Preferred Qualifications

1. Experience supporting U.S. outpatient specialty practices, particularly physical therapy.
2. Working knowledge of U.S. insurance eligibility verification, prior authorization, and medical intake terminology.
3. Hands-on experience using Raintree or comparable ambulatory electronic medical record systems.
4. Experience supporting virtual front-desk operations, video-based patient interactions, or remote reception services.
5. Experience supervising teams supporting multiple healthcare practices, client sites, or accounts.
6. Experience developing, maintaining, or improving operational procedures and process documentation.
7. Certification or additional training in medical administration, medical billing, or allied healthcare disciplines.