About this role
ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced Team Lead to join our rapidly expanding team. As a member of our team, you will have the opportunity to work with highly skilled professionals, who prioritize employee satisfaction and work-life balance. At ISTA Solutions, we pride ourselves on creating a culture focused on long-term success and life-long learning. We're looking for a team player who is ready to contribute to our mission, just like you!
Account specific roles and responsibilities:
Team Lead
Oversees daily operations for all agents delivering high-quality and valued servicesConduct training and coaching, including insights and action plans to improveAnalyze and report on productivity and other metrics - such as attendance, end-of-day reports, and compliance with company protocolsEnsure that the client is updated on significant program activities, issues, and concerns through calls, emails, meetings, reportsPerform other supervisory tasks as required
Doctor Orders
Manage and track pending physician orders and Plan of Care documents to ensure timely completion for billing purposes. Contact physician offices to verify receipt of faxed forms and request prompt review, signature, and return of documents. Re-fax physician orders when necessary and confirm successful receipt with the provider’s office.Verify whether the listed Primary Care Physician (PCP) is still actively managing the patient’s care.Contact patients directly to obtain updated PCP information when current physician details are inaccurate or outdated. Escalate unresolved PCP verification issues or unreachable patients to the onshore clinical team for follow-up. Process incoming faxed physician orders and verbal orders.Accurately attach received faxed documents to the correct patient records.Maintain accuracy, compliance, and timely follow-up on all physician order documentation to support uninterrupted patient care and billing operations.Requirements
1 - 2 years' of BPO experience in a Voice / Blended AccountAt least 6 months of Team Lead / Supervisory experienceHealthcare account experience is a PLUS, not requiredExcellent verbal and written English skillsOrganized and keen to detailsWilling to work in Buendia, Makati or Shaw Blvd, MandaluyongAmenable working night shiftsBenefits
What can we offer you?
Competitive salary and benefits Health Insurance with free dependents* 10%-night differential Attendance Bonus Paid time off Convertible to cash leave credits Performance Appraisal Work-life balance A focus on growing your career path with us We encourage you to follow your passions and learn new skills Our commitment to you
Strong culture and values-driven leadership We create opportunities for you to learn and grow at any stage of your career Continuous learning and innovation We foster an all inclusive environment where everyone thrives