Operations Team Lead

About the role

We are looking for an experienced Operations Team Lead to manage a team of Virtual Patient Care Coordinators who support U.S. healthcare practices. The role combines supervisory duties with hands‑on patient coordination during peak periods.

Key responsibilities

• Oversee daily operations, shift scheduling, attendance, and workforce allocation for virtual patient care coordinators.
• Monitor service quality, conduct live patient interactions, and ensure compliance with HIPAA and clinic procedures.
• Prepare performance reports, track operational metrics, and recommend improvements.
• Serve as primary contact for U.S. practice managers, handle escalations, and coordinate with IT and support teams.
• Support onboarding, training, and continuous process improvement for the team.

Required profile

• Bachelor's degree and at least 4 years of customer‑facing experience, including 2 years supporting a U.S. healthcare account.
• Minimum 1 year of team‑lead or supervisory experience.
• Excellent written and spoken English (CEFR C1+), strong leadership and conflict‑resolution skills.
• Willingness to work onsite in Manila on a permanent night‑shift aligned with U.S. business hours.

Required skills

• Proficiency with electronic medical record (EMR) systems.
• Experience using payer portals, scheduling applications, and operational reporting tools.
• Ability to conduct live video interactions with patients.
• Strong analytical and problem‑solving abilities to interpret performance metrics.