Medical Virtual Assistant Team Leader

Position Title: Medical Virtual Assistant Team Leader

Work Set Up: Onsite

Schedule: 8:00 PM - 5:00 AM PHT

Job Location: Clark Outsourcing - Building 35 Philexcel Business Park, Clark Pampanga

Quick Rundown:
We're looking for a proactive, HIPAA-compliant Medical Virtual Assistant Team Leader to manage a team of virtual assistants in healthcare operations. This leadership role ensures team performance, compliance, and exceptional client service.

What Youll Do:

• Team Leadership & Performance Management

  • Supervise a team of medical virtual assistants ensuring high-quality service delivery

  • Conduct regular team check-ins, performance evaluations, and 1:1 coaching

  • Provide guidance during onboarding, training, and ongoing development

  • Foster a collaborative and professional team culture with a focus on accountability

• Operations & Reporting

  • Create, monitor, and audit daily, weekly, and monthly performance and productivity reports

  • Track key performance indicators (KPIs) for team metrics and client satisfaction

  • Ensure accuracy and integrity of data in reports and provide insights to leadership

  • Identify workflow gaps and recommend improvements for operational efficiency

• Client Communication & Support

  • Serve as a primary point of contact for clients, ensuring their needs are met promptly

  • Professionally compose and send business emails to clients and stakeholders

  • Attend client calls to provide updates, gather feedback, and manage escalations

  • Communicate client expectations clearly to the team and ensure follow-through

• Call Handling & Coverage

  • Take incoming calls from clients or patients as needed not limited to training or emergency coverage

  • Step in during high-volume periods or when backup support is necessary

  • Demonstrate excellent phone etiquette, empathy, and professionalism at all times

• Compliance & Confidentiality

  • Uphold HIPAA standards and ensure all team members operate in compliance

  • Maintain the confidentiality of patient and client information across all communications

  • Implement best practices for data security and privacy

What Were Looking For:

• Proven experience leading a remote or in-person healthcare support team

• Strong knowledge of HIPAA regulations and virtual healthcare workflows

• Exceptional communication skills both verbal and written

• Demonstrated ability to lead by example and handle sensitive situations with discretion

• Experience with medical software, EMR/EHR systems, and productivity tools (e.g., Google Workspace, CRM platforms, ABS, Monday.com, MS Teams etc)

• Strong analytical skills with the ability to interpret reports and suggest data-driven strategies

• Ability to work flexible shifts, including occasional evenings, weekends, or holidays if needed

Why Youll Love Joining the CO Fam!

At Clark Outsourcing, were redefining what it means to work in a BPO. This isnt your regular office setup --its where careers flourish, friendships grow, and fun is always part of the deal. Our culture is unmatched (seriously, our team swears by it), and we promise youll have to experience it yourself to believe it.

Heres whats in store for you:

Health and Welfare Benefits: HMO with prescription coverage, SSS, PhilHealth, Pag-IBIG, 13th-month pay, retirement benefits, and more.

Beyond Work: Enjoy our in-office swimming pool (lowkey flex!), CO Club gaming lounge, CSR involvement through CO Stars, scholarship programs, and access to CO Academy for growth.

Travel Opportunities: We send at least 20 staff per year to visit our clients in the US, UK, and Australia, giving you international exposure and experience.

Leave Benefits: Paid holidays, Earned PTO on your first month, Wellness leave (no questions asked), plus special leaves like bereavement, parental leave, and Magna Carta leave.

Extra Perks: Salary loans up to PHP 1M (via BPI), CO Swag Bag, birthday and anniversary tokens, and our COol & flexible workplace.

Growth and Recognition: Yearly performance appraisals, career advancement programs, CO League events, and guidance from our amazing Coaches!

At CO, its not just about work -- it's about loving where you work. Ready to experience the best workplace ever? We cant wait to welcome you to the team!