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.