ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced Medical Scribes Manager 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!
Roles and Responsibilities:
Operational Management
Manage daily operations across multiple client accounts, ensuring that all processes and workflows are efficient and effective
Oversee scheduling, staffing, and resource allocation to meet client needs and service level agreements (SLAs)
Plan coverage to maintain productivity during late shifts, PTO, and absences
Reassign tasks or providers as needed to prevent service disruptions
Communicate coverage adjustments to leadership and clients
Develop and communicate daily workflow plans by assigning providers and patient trackers
- Adjust assignments based on volume and availability to ensure balanced team coverage
Performance Monitoring
Track and analyze key performance indicators (KPIs) and service metrics for each account
Ensure all team members meet expected production targets
Ensure pending tasks are communicated to clients when required, including updating task lists
Implement action plans for incomplete or delayed work
Identify areas for improvement and implement strategies to enhance performance and efficiency
Client Management
Serve as the primary liaison between the call center and clients
Address client concerns and issues promptly
Ensure client expectations are met or exceeded
- Maintain strong client relationships and high levels of satisfaction
Team Leadership
Lead and motivate call center supervisors, agents, and other team members
Provide guidance, training, and support to ensure team effectiveness and engagement
Training
Lead training and onboarding for new scribes
Conduct refresher sessions for existing staff as needed
Ensure readiness before independent coverage
Deliver consistent performance feedback
Conduct quality audits to determine scribe eligibility for operations endorsement
Quality Assurance
Implement and monitor quality control processes to uphold service standards
Conduct regular audits and evaluations of call center interactions
Provide feedback for improvement
Conduct structured learning and coaching sessions with scribes based on quality audit findings
Conduct triad observation sessions with team leaders, when available, to align agent coaching and development
- Participate in scheduled observation and update sessions with clients and the internal team
Strategic Planning
Develop and execute strategies to optimize account performance and achieve client goals
Work with clients to understand evolving needs and adjust operational plans accordingly
Reporting and Analysis
Prepare and present detailed account performance reports, including metrics, trends, and areas for improvement
Use data-driven insights to support decisions and drive continuous improvement
Prepare and conduct weekly and monthly performance readouts and reviews
- Prepare daily, weekly, and monthly performance reports
Problem Resolution
Address and resolve complex issues and escalations, both internally and with clients
- Implement corrective and preventive actions to avoid future problems
Continuously assess and refine operational processes to improve efficiency and effectiveness
Implement best practices and innovative solutions to improve service delivery and client satisfaction
Requirements
- Must be a graduate of any medical course
- Extensive knowledge with medical terms
- Must have 1 year of Medical Live Scribing Experience
- With 1 year of team lead / supervisory experience
- Averaging 50-60 WPM
- Excellent verbal and written English skills
- Must be willing to work onsite in Buendia, Makati or Shaw Blvd, Mandaluyong
- Amenable working night shift
Benefits
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