Medical Case Manager Team Lead

Work Schedule: 10:00 PM to 7:00 AM (PH TIME)
Key Responsibilities:
Lead and support a team of Medical Case Managers handling US Personal Injury cases, ensuring consistent, accurate, and timely case management.
Oversee team workload, case assignments, treatment progress, pending tasks, and follow-ups to ensure cases move efficiently.
Establish quality assurance checks and reviews on case files, documentation, treatment tracking, provider communications, and case notes for accuracy, completeness, and compliance with established processes and SOPs.
Monitor the team’s productivity, timeliness, and daily attendance, ensuring assigned cases, follow-ups, and required tasks are completed within established expectations.
Review the team’s End of Day (EOD) reports for completeness and accuracy, including case updates, pending items, and escalations.
Provide daily and weekly reporting to VCG Management on team performance, productivity, attendance, case progress, issues, and escalations.
Provide coverage when a Medical Case Manager is absent or unavailable, handling urgent tasks, client and provider communications, and time-sensitive case requirements as needed.
Serve as the first point of escalation for treatment delays, provider concerns, documentation gaps, complex cases, and other case-related issues.
Coordinate with the client as necessary to address team concerns, resolve issues, and ensure there are no blockers affecting the team’s ability to perform their work effectively.
Coach and provide feedback to Medical Case Managers on case handling, documentation, communication, prioritization, and overall performance.
Support the training and onboarding of new Medical Case Managers and reinforce established workflows, SOPs, and quality standards.
Observe team performance, workflows, and recurring challenges and provide recommendations to VCG Management on opportunities to improve quality, productivity, processes, and overall team effectiveness.
Maintain a strong working knowledge of US Personal Injury processes, medical treatment workflows, medical documentation, and medical billing to effectively guide and support the team.
Ensure sensitive medical, legal, and client information is handled with appropriate confidentiality and discretion.
What We're Looking For
Required Experience
At least 3 years of experience in operations, case management, legal support, healthcare coordination, insurance, or related fields.
At least 1 year of experience leading, supervising, or mentoring a team.
Experience managing multiple cases, projects, or workflows simultaneously.
Strong experience coordinating with multiple stakeholders.
Preferred Backgrounds
Candidates with experience in any of the following are highly encouraged to apply:
Personal Injury Law Firms
Medical Lien Companies
Medical Records Coordination
Workers' Compensation
Healthcare Operations
Legal Operations
Insurance Claims
Case Management
Skills & Qualifications
Excellent English communication skills (written and verbal).
Strong leadership and coaching abilities.
Exceptional organizational and time management skills.
Detail-oriented with strong analytical thinking.
Ability to prioritize multiple tasks in a fast-paced environment.
Proactive and solution-oriented mindset.
Comfortable communicating with U.S.-based clients and teams.
Proficient in Google Workspace or Microsoft Office.
Experience using CRM or case management software is an advantage.

Work arrangement
No