Medical Records Retrieval Team Lead — Back-Office Ops

Private Advertiser; Philippines; On-site; PHP 781,000 - 1,116,000; Full time

Job summary

Private Advertiser seeks a Medical Records Retrieval Team Leader to oversee a back-office team responsible for retrieving medical records with accuracy and timeliness. You will coach, monitor metrics, and ensure PHI confidentiality while coordinating with internal departments.

Ideal candidates have 2+ years in BPO team leadership and strong English communication. Night shifts, weekends, or holidays may be required depending on business needs.

Qualifications

• At least 2 years of experience in a BPO Team Leader or supervisory role.
• Healthcare BPO, medical records, medical billing, claims, or healthcare administration experience is highly preferred.
• Experience handling a back-office or non-voice healthcare account is an advantage.
• Strong understanding of productivity, quality, and service-level metrics.
• Excellent written and verbal English communication skills.
• Strong coaching, problem-solving, and decision-making abilities.
• Highly organized with excellent attention to detail.
• Proficient in Microsoft Office, Google Workspace, and other business applications.
• Comfortable working with multiple systems and web-based healthcare platforms.
• Ability to manage competing priorities in a fast-paced environment.
• Willing to work on a night shift, shifting schedule, weekends, or holidays, depending on business requirements.

Responsibilities

• Lead and supervise a team of Medical Records Retrieval Associates.
• Manage daily team operations and ensure requests are processed accurately and within required turnaround times.
• Monitor team productivity, quality, attendance, and overall performance.
• Conduct regular coaching sessions, performance reviews, and one-on-one discussions.
• Provide guidance and support to team members in handling complex or difficult medical records requests.
• Monitor pending requests and ensure appropriate follow-ups are completed.
• Review team output for accuracy, completeness, and compliance with established procedures.
• Identify process gaps and recommend improvements to increase efficiency and quality.
• Prepare and monitor team performance reports and operational metrics.
• Coordinate with internal departments and stakeholders regarding escalations and service issues.
• Ensure proper handling and confidentiality of patient information and protected health information (PHI).
• Assist with training and onboarding of new team members.
• Communicate process updates, client requirements, and operational changes to the team.

Skills

Team leadership

Coaching

English communication

Problem-solving

Attention to detail

Tools

Microsoft Office

Google Workspace

Job description

Private Advertiser seeks a Medical Records Retrieval Team Leader to oversee a back-office team responsible for retrieving medical records with accuracy and timeliness. You will coach, monitor metrics, and ensure PHI confidentiality while coordinating with internal departments.

Ideal candidates have 2+ years in BPO team leadership and strong English communication. Night shifts, weekends, or holidays may be required depending on business needs.