Team Lead for Back-Office (US Healthcare) GDD

ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced Team Lead 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!

Account specific roles and responsibilities

Team Lead

• Oversees daily operations for all agents delivering high-quality and valued services
• Conduct training and coaching, including insights and action plans to improve
• Analyze and report on productivity and other metrics - such as attendance, end-of-day reports, and compliance with company protocols
• Ensure that the client is updated on significant program activities, issues, and concerns through calls, emails, meetings, reports
• Perform other supervisory tasks as required

Census Management:

• Review and process the daily Census report from the Prior Authorization Department, including new admissions and patient transfers.
• Cross-reference patient information with the Medicaid portal to determine whether authorizations are required.
• Accurately enter all patient data regardless of authorization status.
• Tag and flag cases that require authorization for tracking and escalation.

Authorization Follow-up:

• Identify and follow up on authorizations that have been pending for over 30 days.
• Contact insurance companies directly to obtain status updates and clarify where the case is pending in the review process.
• Document all communication and update case statuses in the system accordingly.

• 1 -2 years BPO experience handling a US Healthcare Insurance
• At least 6 months TL experience
• Knowledgeable with long term care, census, or authorizations
• Ability to multi-task, prioritize, and manage time effectively
• Ability to think outside the box, have an analytical mind, generate insights and strong problem-solving skills
• Excellent verbal and written English skills
• Willing to work onsite in Mandaluyong
• Amenable working night shifts

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