La Vie Dialysis Center
Role Overview We are seeking a highly technical, organized, and proactive Team Lead to manage a specialized medical funding account. Our client is a US-based company operating at the complex intersection of Personal Injury law and healthcare. In this role, you will act as the primary point of contact for the client and the agents, managers, and leads under the account. You will directly oversee a dedicated team of Medical Case Managers and Medical Billers, while managing the day-to-day operations and ensuring target metrics are met. You will not only manage team performance and case lifecycles but also act as a critical partner to the client leadership in refining their custom-built case management software and driving account growth. Key Responsibilities 1. Client & Account Management Account Health: Maintain lien client and track key performance indicators (KPIs), specifically reaching target Monthly Recurring Revenue (MRR), percentage retention, and managing dollar churn. Client Relations: Conduct regular client check-ins to maintain your assigned book of business and handle client onboarding and offboarding. Growth & Retention: Identify upselling or cross-selling opportunities with new or existing clients , and proactively recommend retention and churn-preventing efforts. Escalation Point: Serve as the primary point of escalation for any issues or concerns within the account , resolving them swiftly to maintain inter-departmental and client SLAs 2. Case & Workflow Oversight Pipeline Auditing: Actively audit the case pipelines of both Case Managers and Medical Billers. Identify delayed cases, uncover the root causes of the bottlenecks (e.g., non-compliant patients, unresponsive law firms, billing discrepancies), and formulate action plans to move them forward. Quality Control: Ensure Case Managers are effectively policing "gaps in treatment" and that Medical Billers are accurately auditing provider charges against clinical records to prevent overbilling. Reporting: Develop and prepare comprehensive daily, weekly, and monthly reports as required by the client and internal management. 3. Team Management & Performance Agent Lifecycle: Handle agent onboarding (including interviews and profiling), training, coaching, feedback, assessment, and offboarding. 1-on-1 Check-ins: Conduct regular check-in meetings with team members to review their case loads, address operational hurdles, and provide constructive coaching. Skill Assessment: Critically evaluate new hires during their mock cases and shadow sessions to assess if they are ready for live accounts or require replacement. 4. Training & Talent Assessment Onboarding Oversight: Manage the 1-to-2-week training pipeline for new Case Managers and Billers, ensuring they fully grasp the complex US Lien Company model and the proprietary CRM. Skill Assessment: Critically evaluate new hires during their mock cases and shadow sessions. Make swift, decisive recommendations on whether a trainee is ready to handle live accounts or if we need to replace and train new talent. 5. Software Optimization & Client Feedback Bug Bashing: Organize and lead routine "bug bash" sessions with your team to systematically test new software updates, identify glitches, and document the exact steps to recreate issues for the client. System Testing & Feedback: The client utilizes a newly developed, in-house software system (currently integrating automation and AI). You will be the primary liaison providing direct feedback to the client regarding software functionality. UX/UI Improvement: Gather user-experience data from your team, identify workflow inefficiencies or missing features, and present actionable improvement reports to the client to help upgrade the platform. Qualifications Experience: 3+ years of proven experience in BPO Operations Management. (Experience in US Healthcare, Revenue Cycle Management, or Personal Injury Law is a massive advantage). Leadership Experience: A minimum of 2 years of experience in a leadership or management role , plus a minimum of 2 years of experience handling similar Account Management responsibilities. Client Management: Proven experience in directly handling clients and escalations. Work Setup: Must be able to WFH and be comfortable working a permanent US night shift. Technical Aptitude: Highly tech-savvy. You must be comfortable learning, navigating, and breaking down complex, custom-built software systems from scratch. Elite Attention to Detail: You must possess strong "issue-spotting" skills. You need to catch what others miss, whether it is a stalled case buried in a spreadsheet, a mismatched CPT code, or a glitch in the software's automation. Organization & Communication: Exceptional organizational skills to juggle team management, case audits, and software testing simultaneously. Must possess excellent, candid English communication skills to partner directly with US stakeholders. Pay: Php60,000.00 - Php70,000.00 per month Benefits Work from home Application Question(s): How many years of experience as Case Manager in Personal Injury? How many years of experience as Team Lead (Personal Injury/Operations)? Work Location: Remote
La Vie Dialysis Center
