Medical Scribes Manager

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
• Process Improvement
• 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