Job Description

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 & 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

Claims and Denials

• Review and analyze denied claims to determine root causes and appropriate next steps
• Address and resolve claims based on the most common denial reasons as well as unique or complex scenarios
• Navigate multiple billing and payer portals to gather claim information and submit corrections or appeals
• Contact insurance companies via phone or online systems to clarify denial details and follow up on claim status
• Prepare and submit appeals, corrected claims, or additional documentation as required
• Track and document all actions taken on claims for accurate record-keeping
• Identify trends in denials and escalate recurring issues when necessary

Requirements

• 1 -2 years BPO experience in a US Healthcare Account
• At least 6 months of Team Lead / Supervisory experience
• Good working knowledge with Claims and Denials
• Excellent verbal & written English skills
• Strong problem-solving skills
• Adaptability to a changing work environment
• Ability to remain calm under pressure
• Proficiency in using computer systems & relevant software
• Willing to work onsite in 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