Senior Team Lead, Medical Billing, AR

3 weeks ago

Muntinlupa, Philippines Gear Inc. Full time

Senior Team Lead, Medical Billing, AR & Denial Management

Gear Inc. Muntinlupa City, National Capital Region, Philippines

Job Information

You are in charge of leading and supervising a group of content moderators. Guarantee that content guidelines are followed, a secure and polite online environment is maintained, and any platform policy violations are addressed, this function entails monitoring and directing the moderating staff. The Senior Team Leader for Moderation is crucial in preserving the integrity of online platforms and ensuring users are treated with respect and safety. This role may entail working irregular hours, including evenings and weekends, to address new concerns and maintain round-the-clock moderation coverage.

Location : Muntinlupa, Metro Manila, Philippines (Full-time & On-site)

Key Responsibilities
  • Manage, inspire, and mentor a group of content moderators along with Team Leaders.
  • Hold regular team meetings, evaluate performance, and provide constructive feedback.
  • Manage escalations and challenging situations while advising and supporting moderators.
  • Ensure all content moderation tasks are completed smoothly and effectively.
  • Ensure team follows platform rules and regulations.
  • Monitor content quality and accuracy, identifying and addressing deficiencies.
  • Implement quality assurance procedures to uphold strict moderation criteria.
  • Conduct audits and evaluations of moderator actions to ensure consistency and correctness.
  • Conduct briefings and process updates to the team to improve capabilities.
  • Collaborate with the content policy team to update and improve content rules and policies; inform moderation of policy changes.
  • Manage client escalations and respond to client emails promptly.
  • Be approachable for moderators and report issues to the reporting manager immediately.
  • Check roster adherence and manage floor shrinkage.
  • Lead team meetings, coach and educate moderators on processes and practices, and clarify expectations.
  • Assist team members with trend analysis and setting call center goals.
  • Ensure daily productivity and service levels per KPIs; share corrective action plans for deviations.
  • Prepare reports and analyze call center data to improve processes and allocate resources based on volume trends.
  • Demonstrate attention to detail, decisiveness, and effective communication.
Qualifications and Requirements
  • Bachelor’s degree in a related field (e.g., communications, psychology, sociology) or equivalent.
  • Fluent in English; at least C1 level. Proficiency in English and Bengali is preferred.
  • Experience in content moderation or a related industry.
  • Strong team management and leadership abilities.
  • Excellent interpersonal and communication skills.
  • Proficiency with moderation software and tools.
  • Strong problem-solving and analytical thinking skills.
  • Understanding of internet platform rules and regulations.
  • Ability to handle delicate material and work under pressure.
  • Knowledge of ethical and legal issues in content moderation.
Benefits
  • Competitive salary and benefits package.
  • Opportunities for professional development and continuing education.
  • Meaningful work contributing to mental well-being and community wellness.
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Information Technology
  • Industries: Outsourcing and Offshoring Consulting

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