Medical Scribes Manager

ISTA Solutions; Makati; On-site; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Health insurance

Night differential

Attendance bonus

Paid time off

Career growth

Job summary

ISTA Solutions is seeking an experienced Medical Scribes Manager to lead daily operations across client accounts from our Makati office. You will oversee scheduling, staffing, and QA to ensure SLAs are met while maintaining team work-life balance.

The ideal candidate has a medical degree, 1 year of live scribing plus 1 year in a supervisory role, and strong English communication with 50–60 WPM. Night shifts required.

Qualifications

• Must be a graduate of any medical course.
• Extensive knowledge with medical terms.
• Must have 1 year of Medical Live Scribing Experience with 1 year of team lead / supervisory experience.
• Averaging 50-60 WPM.
• Excellent verbal and written English skills.
• Must be willing to work onsite in Buendia, Makati or Shaw Blvd, Mandaluyong.
• Amenable working night shift.

Responsibilities

• Manage daily operations across multiple client accounts, ensuring efficient workflows.
• Oversee scheduling, staffing, and resource allocation to meet SLAs.
• Plan coverage for late shifts, PTO, and absences; reassign tasks as needed.
• Communicate coverage adjustments to leadership and clients.
• Develop and communicate daily workflow plans and trackers.
• Lead training and onboarding for scribes; conduct quality audits.

Skills

Medical terms

English fluency

Scribing experience

Leadership

Typing speed 50-60 WPM

Education

Medical degree or equivalent

Job description

ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced Medical Scribes Manager to join our rapidly expanding team. As a member of our team, you will have the opportunity to work with highly skilled professionals, who prioritize employee satisfaction and work-life balance. At ISTA Solutions, we pride ourselves on creating a culture focused on long-term success and life-long learning. We're looking for a team player who is ready to contribute to our mission, just like you!

Roles and Responsibilities

Operational Management

• Manage daily operations across multiple client accounts, ensuring that all processes and workflows are efficient and effective
• Oversee scheduling, staffing, and resource allocation to meet client needs and service level agreements (SLAs)
• Plan coverage to maintain productivity during late shifts, PTO, and absences
• Reassign tasks or providers as needed to prevent service disruptions
• Communicate coverage adjustments to leadership and clients
• Develop and communicate daily workflow plans by assigning providers and patient trackers
• Adjust assignments based on volume and availability to ensure balanced team coverage

Performance Monitoring

• Track and analyze key performance indicators (KPIs) and service metrics for each account
• Ensure all team members meet expected production targets
• Ensure pending tasks are communicated to clients when required, including updating task lists
• Implement action plans for incomplete or delayed work
• Identify areas for improvement and implement strategies to enhance performance and efficiency

Client Management

• Serve as the primary liaison between the call center and clients
• Address client concerns and issues promptly
• Ensure client expectations are met or exceeded
• Maintain strong client relationships and high levels of satisfaction

Team Leadership

• Lead and motivate call center supervisors, agents, and other team members
• Provide guidance, training, and support to ensure team effectiveness and engagement

Training

• Lead training and onboarding for new scribes
• Conduct refresher sessions for existing staff as needed
• Ensure readiness before independent coverage
• Deliver consistent performance feedback
• Conduct quality audits to determine scribe eligibility for operations endorsement

Quality Assurance

• Implement and monitor quality control processes to uphold service standards
• Conduct regular audits and evaluations of call center interactions
• Provide feedback for improvement
• Conduct structured learning and coaching sessions with scribes based on quality audit findings
• Conduct triad observation sessions with team leaders, when available, to align agent coaching and development
• Participate in scheduled observation and update sessions with clients and the internal team

Strategic Planning

• Develop and execute strategies to optimize account performance and achieve client goals
• Work with clients to understand evolving needs and adjust operational plans accordingly

Reporting and Analysis

• Prepare and present detailed account performance reports, including metrics, trends, and areas for improvement
• Use data-driven insights to support decisions and drive continuous improvement
• Prepare and conduct weekly and monthly performance readouts and reviews
• Prepare daily, weekly, and monthly performance reports

Problem Resolution

• Address and resolve complex issues and escalations, both internally and with clients
• Implement corrective and preventive actions to avoid future problems
• Process Improvement
• Continuously assess and refine operational processes to improve efficiency and effectiveness
• Implement best practices and innovative solutions to improve service delivery and client satisfaction

Requirements

• Must be a graduate of any medical course
• Extensive knowledge with medical terms
• Must have 1 year of Medical Live Scribing ExperienceWith 1 year of team lead / supervisory experience
• Averaging 50-60 WPM
• Excellent verbal and written English skills
• Must be willing to work onsite in Buendia, Makati or Shaw Blvd, Mandaluyong
• Amenable working night shift

Benefits

• Competitive salary and benefits
• Health Insurance with free dependents*
• 10%-night differential
• Attendance Bonus
• Paid time off
• Convertible to cash leave credits
• Performance Appraisal
• Work-life balance
• A focus on growing your career path with us
• We encourage you to follow your passions and learn new skills

Our commitment to you

• Strong culture and values-driven leadership
• We create opportunities for you to learn and grow at any stage of your career
• Continuous learning and innovation
• We foster an all inclusive environment where everyone thrives