Team Lead

Job Title: Team Lead

Location: Philippines | Onsite (Ortigas)

Schedule: U.S. Business Hours/Night Shift

VMA Responsibilities

• Manage assigned VMA responsibilities while serving as the team lead.
• Handle patient communications through chat, email, and other approved communication channels.
• Respond to patient inquiries professionally, accurately, and within established turnaround times.
• Manage and maintain accurate patient medical records.
• Prepare patient charts and ensure all required information and documentation are available.
• Assist with insurance prior authorizations and related documentation.
• Follow established workflows, procedures, and standards of the practice.
• Maintain patient confidentiality and comply with applicable privacy and healthcare regulations.
• Support other administrative and clinical workflow requirements as assigned.

Team Lead Responsibilities

• Actively manage the team's daily workflow and workload distribution.
• Monitor team productivity, quality, accuracy, and timeliness.
• Ensure assigned tasks are completed within established deadlines.
• Track and follow up on outstanding or delayed work.
• Identify workflow gaps, recurring issues, and potential bottlenecks and take appropriate action.
• Provide day-to-day guidance and support to VMA team members.
• Coach team members on processes, communication, quality, and performance expectations.
• Assist team members in resolving questions or issues related to patient communication, medical records, chart preparation, authorizations, and other VMA responsibilities.
• Escalate complex issues or concerns to the appropriate leadership when necessary.
• Help ensure consistency in how team members follow practice workflows and procedures.
• Proactively communicate team concerns, operational challenges, and performance updates to management.
• Monitor adherence to established productivity, accuracy, timeliness, and patient-service standards.
• Support onboarding and training of new VMA team members as needed.
• Lead by example by maintaining high standards of professionalism, accountability, and patient service.

Qualifications

• Previous experience as a Virtual Medical Assistant (VMA), Medical Assistant, or similar healthcare support role.
• Prior experience as a Team Lead, Senior VMA, Supervisor, or similar leadership role is preferred.
• Strong understanding of healthcare administrative workflows.
• Experience with patient communication through email, chat, or other electronic platforms.
• Experience with medical records and chart preparation.
• Knowledge of insurance verification and prior authorization processes is preferred.
• Experience working with the EPIC electronic health record (EHR) system is preferred.
• Strong organizational and time-management skills.
• Excellent written and verbal communication skills.
• Strong attention to detail and commitment to accuracy.
• Ability to multitask and prioritize competing responsibilities.
• Ability to identify problems and take initiative in resolving them.
• Comfortable providing constructive feedback and coaching team members.
• Ability to work independently while effectively leading and supporting a remote team.
• Familiarity with electronic medical records (EMR/EHR) and other healthcare-related systems.