Night-Shift Medical Records Team Leader (Back-Office)

Private Advertiser; Mabalacat; On-site; PHP 670,000 - 893,000; Full time

Job summary

Private Advertiser in the Philippines is seeking a Medical Records Retrieval Team Leader to oversee our back-office team. You will lead daily operations, coach team members, monitor performance, and ensure accurate and timely retrieval of medical records.

The role requires at least 2 years in a BPO supervisory position, experience with healthcare back-office accounts, and strong English communication. Night shifts and weekend work may be required.

Qualifications

• At least 2 years of experience in a BPO Team Leader or supervisory role.
• Healthcare BPO or related experience preferred.
• Experience handling back-office or non-voice healthcare accounts is an advantage.
• Strong understanding of productivity, quality, and service-level metrics.
• Excellent written and verbal English communication skills.
• Highly organized with excellent attention to detail.
• Proficient in Microsoft Office, Google Workspace, and other business applications.
• Willing to work on a night shift, shifting schedule, weekends, or holidays.

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 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

Performance Monitoring

English Communication

Tools

Microsoft Office

Google Workspace

Job description

Private Advertiser in the Philippines is seeking a Medical Records Retrieval Team Leader to oversee our back-office team. You will lead daily operations, coach team members, monitor performance, and ensure accurate and timely retrieval of medical records.

The role requires at least 2 years in a BPO supervisory position, experience with healthcare back-office accounts, and strong English communication. Night shifts and weekend work may be required.