Team Lead

Rate: Php 60,000/month

Work Setup: Permanent US night shift (Must be willing to work on-site and relocate to General Santos City - Preferred)

Role Overview

We are looking for a highly technical and proactive Team Lead to manage a specialized medical funding account for a US-based client in Personal Injury law and healthcare. You will oversee Medical Case Managers and Billers, manage daily operations, ensure KPIs are met, and serve as the main liaison between the client and the team while supporting software improvements and account growth.

Key Responsibilities

Client & Account Management

• Maintain account health (MRR, retention, churn)
• Handle client onboarding/offboarding and regular check-ins
• Identify growth opportunities and prevent churn
• Act as main escalation point for issues

Case & Workflow Oversight

• Audit case pipelines and resolve bottlenecks
• Ensure quality control in case management and billing accuracy
• Prepare daily, weekly, and monthly reports

Team Management

• Lead hiring, training, coaching, and performance management
• Conduct regular 1-on-1s and monitor workloads

Training & Assessment

• Oversee onboarding (1–2 weeks) for Case Managers and Billers
• Evaluate readiness of trainees for live accounts

Software Optimization

• Lead testing (bug bash) sessions and document issues
• Provide feedback on system performance and improvements
• Recommend UX/workflow enhancements

Qualifications

• 3+ years in BPO operations (US healthcare/RCM/PI law preferred)
• At least 2 years in leadership and account management
• Experience handling clients and escalations
• Willing to work on-site and relocate to General Santos City (Preferred)
• Strong technical skills and attention to detail
• Excellent organization and English communication skills