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Senior Team Lead

4 weeks ago

Ayala Alabang, National Capital Region, Philippines Gear Inc Full time

The STL is expected to mentor team leaders, manage escalations, guide productivity, and help improve operational workflows based on data insights and volume trends. They serve as a key link between operations, quality, training, and client-facing functions.

RESPONSIBILITIES

  • Lead, coach, and mentor multiple Team Leads and their AR specialists.
  • Conduct regular touchpoints, performance reviews, and one-on-one check-ins to guide development and reinforce process standards.
  • Collaborate with the QA/Training team to ensure new process updates, payer guidelines, or regulatory changes are cascaded effectively.
  • Monitor roster adherence, shrinkage, and floor coverage to ensure staffing efficiency.
  • Participate in calibration sessions and collaborate with stakeholders to drive process consistency and best practices.
  • Use operational reports and dashboards to analyze productivity, identify gaps, and implement improvement plans.
  • Support the rollout of new tools, documentation practices, and training initiatives.
  • Ensure that team KPIs such as Call per hour target, productive hours and accuracy.
  • Prepare performance and trend reports to share with clients or leadership, including recommendations for continuous improvement.
  • Be approachable and available to team members, promoting open communication and support.
  • Promote a culture of collaboration, accountability, and continuous learning.

JOB REQUIREMENTS

  • Bachelors degree or equivalent work experience
  • Fluent in English (C1 level or above), with strong communication and leadership skills.
  • Minimum 23 years of experience in healthcare AR, revenue cycle, or medical billing, with at least 1 year in a leadership role.
  • In-depth knowledge of billing practices, payer guidelines, denial management, and compliance standards (e.g., HIPAA).
  • Strong analytical, decision-making, and problem-solving skills.
  • Comfortable using billing systems, claim portals, and productivity monitoring tools.
  • Ability to thrive in a fast-paced, client-driven environment.