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