Medical Case Manager Team Lead

Virtual Champs Global; Makati; On-site; PHP 1,004,000 - 1,451,000; Full time

Job summary

Virtual Champs Global in Makati, Philippines, is seeking a driven Operations Supervisor to lead a Medical Case Management team handling US Personal Injury cases during a 10:00 PM–7:00 AM shift. You will ensure accurate, timely case management and oversee workflow, training, and QA.

The role requires strong English, leadership, and organizational skills, plus experience coordinating with US-based clients. You'll coach staff, monitor KPIs, and partner with management to improve processes and

Qualifications

• At least 3 years of experience in operations, case management, legal support, healthcare coordination, insurance, or related fields.
• At least 1 year of experience leading, supervising, or mentoring a team.
• Experience managing multiple cases, projects, or workflows simultaneously.
• Strong experience coordinating with multiple stakeholders.

Responsibilities

• Lead and support a team of Medical Case Managers handling US Personal Injury cases.
• Oversee workload, assignments, progress and follow-ups to ensure efficient case flow.
• Establish QA checks on case files, docs, treatment tracking, and communications for accuracy.
• Monitor productivity, timeliness, and attendance to meet targets.
• Review End of Day reports for completeness and accuracy.
• Provide daily and weekly reports on team performance and progress.
• Provide coverage during absences for urgent tasks and client communications.
• Serve as first escalation point for delays, concerns, and complex cases.
• Coordinate with clients to address team concerns and blockers.
• Coach and provide feedback on case handling and documentation.
• Support training and onboarding of new Medical Case Managers.
• Observe workflows and suggest improvements to management.
• Maintain knowledge of US PI processes, medical workflows, documentation, and billing.
• Ensure confidentiality of sensitive medical and client information.

Skills

English proficiency

Leadership

Time management

Organizational skills

Attention to detail

Multitasking

Client communication

Google Workspace

CRM software

Tools

CRM software

Google Workspace

Microsoft Office

Job description

Work Schedule: 10:00 PM to 7:00 AM (PH TIME)

• Lead and support a team of Medical Case Managers handling US Personal Injury cases, ensuring consistent, accurate, and timely case management.

• Oversee team workload, case assignments, treatment progress, pending tasks, and follow-ups to ensure cases move efficiently.

• Establish quality assurance checks and reviews on case files, documentation, treatment tracking, provider communications, and case notes for accuracy, completeness, and compliance with established processes and SOPs.

• Monitor the team’s productivity, timeliness, and daily attendance, ensuring assigned cases, follow-ups, and required tasks are completed within established expectations.

• Review the team’s End of Day (EOD) reports for completeness and accuracy, including case updates, pending items, and escalations.

• Provide daily and weekly reporting to VCG Management on team performance, productivity, attendance, case progress, issues, and escalations.

• Provide coverage when a Medical Case Manager is absent or unavailable, handling urgent tasks, client and provider communications, and time-sensitive case requirements as needed.

• Serve as the first point of escalation for treatment delays, provider concerns, documentation gaps, complex cases, and other case-related issues.

• Coordinate with the client as necessary to address team concerns, resolve issues, and ensure there are no blockers affecting the team’s ability to perform their work effectively.

• Coach and provide feedback to Medical Case Managers on case handling, documentation, communication, prioritization, and overall performance.

• Support the training and onboarding of new Medical Case Managers and reinforce established workflows, SOPs, and quality standards.

• Observe team performance, workflows, and recurring challenges and provide recommendations to VCG Management on opportunities to improve quality, productivity, processes, and overall team effectiveness.

• Maintain a strong working knowledge of US Personal Injury processes, medical treatment workflows, medical documentation, and medical billing to effectively guide and support the team.

• Ensure sensitive medical, legal, and client information is handled with appropriate confidentiality and discretion.

What We're Looking For

Required Experience

• At least 3 years of experience in operations, case management, legal support, healthcare coordination, insurance, or related fields.

• At least 1 year of experience leading, supervising, or mentoring a team.

• Experience managing multiple cases, projects, or workflows simultaneously.

• Strong experience coordinating with multiple stakeholders.

Preferred Backgrounds

Candidates with experience in any of the following are highly encouraged to apply:

• Personal Injury Law Firms

• Medical Lien Companies

• Medical Records Coordination

• Workers' Compensation

• Healthcare Operations

• Legal Operations

• Insurance Claims

• Case Management

Skills & Qualifications

• Excellent English communication skills (written and verbal).

• Strong leadership and coaching abilities.

• Exceptional organizational and time management skills.

• Detail-oriented with strong analytical thinking.

• Ability to prioritize multiple tasks in a fast-paced environment.

• Proactive and solution-oriented mindset.

• Comfortable communicating with U.S.-based clients and teams.

• Proficient in Google Workspace or Microsoft Office.

• Experience using CRM or case management software is an advantage.