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

- Oversee the daily operations of Virtual Patient Care Coordinators, ensuring consistent service delivery, productivity, and adherence to operational standards.

- Manage shift schedules, attendance, breaks, and workforce allocation to maintain adequate coverage across assigned healthcare practices.

- Address staffing shortages, attendance issues, and fluctuations in service volume through appropriate workload adjustments.

- Conduct shift huddles, operational handovers, and regular team meetings to communicate priorities and performance expectations.

- Provide hands-on support with patient coordination activities during peak periods, employee absences, or other operational requirements.

- Conduct regular coaching sessions, provide constructive feedback, and maintain accurate performance documentation to support employee development.

Quality Assurance and Healthcare Operations

- Monitor live patient interactions to ensure professionalism, empathy, accuracy, and compliance with established clinic procedures.

- Review the accuracy of administrative workflows, including appointment scheduling, insurance verification, patient intake, documentation, and payment posting.

- Identify recurring errors, process inefficiencies, and service quality concerns, and implement appropriate corrective actions.

- Ensure compliance with HIPAA, patient confidentiality requirements, information security policies, and established workplace procedures.

- Maintain professional conduct and appropriate on-camera standards across the team.

Performance Monitoring and Reporting

- Monitor and analyze operational performance indicators, including virtual front-desk sessions, response times, call volumes, documentation processing, and patient intake activities.

- Prepare shift-level and weekly performance reports, highlighting team productivity, service quality, operational challenges, and recommended improvements.

- Maintain accurate employee attendance, timekeeping, and operational performance records.

- Identify performance trends, potential service disruptions, and operational risks, and proactively recommend corrective measures.

Client Coordination and Escalation Management

- Serve as the primary day-to-day operational contact for U.S.-based practice managers.

- Participate in regular operational reviews to discuss team performance, staffing, service delivery, and outstanding concerns.

- Communicate updates to clinic procedures and workflows, ensuring that team members understand and consistently follow revised requirements.

- 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.

- Coordinate with onsite IT and other support teams to resolve technical issues, system access concerns, and operational incidents.

Training and Continuous Improvement

- Support the onboarding and training of new team members on healthcare workflows, systems, and operational procedures.

- Provide ongoing guidance and serve as a resource for team members on process-related questions and operational challenges.

- Maintain accurate process documentation, reference materials, and standard operating procedures to ensure consistent service delivery.

- Identify training needs and opportunities for process improvement to enhance individual and team performance.

Qualifications:

Required Qualifications

- Bachelor's degree in any field.

- At least 4 years of experience in a customer-facing role , including a minimum of 2 years supporting a U.S. healthcare account .

- 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.

- 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.

- Strong leadership and people management skills, including coaching, performance monitoring, constructive feedback, and conflict resolution.

- Comfortable conducting live video interactions with patients and maintaining a professional, composed, and personable on-camera presence.

- 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.

- Strong analytical and problem-solving skills, with the ability to interpret performance metrics, identify operational issues, and implement appropriate solutions.

- Strong organizational and time management skills, with the ability to prioritize tasks and manage operational requirements in a fast-paced environment.

- Ability to handle sensitive patient information and uphold HIPAA, confidentiality, and information security requirements.

- Willingness to perform frontline patient coordination responsibilities when operationally required.

- Willingness to work onsite in Bridgetowne, Metro Manila, on a permanent night-shift schedule aligned with U.S. business hours.

Preferred Qualifications

- Experience supporting U.S. outpatient specialty practices, particularly physical therapy.

- Working knowledge of U.S. insurance eligibility verification, prior authorization, and medical intake terminology.

- Hands-on experience using Raintree or comparable ambulatory electronic medical record systems.

- Experience supporting virtual front-desk operations, video-based patient interactions, or remote reception services.

- Experience supervising teams supporting multiple healthcare practices, client sites, or accounts.

- Experience developing, maintaining, or improving operational procedures and process documentation.

- Certification or additional training in medical administration, medical billing, or allied healthcare disciplines.