At Sutherland we are committed in creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals, and we are looking to add a Team Manager who will lead, develop and motivate a high-performance team of support professionals.  

If you believe you have what it takes and you are ready to take the next step in your career, come work with us!

As a Team Manager, you will set the path to success by managing performance and service quality to guarantee customer satisfaction.

You are also expected to handle a team of 20-23 consultants who will carry out below tasks but not limited to:

• Patient Care: Coordinating case from multiple providers and helping injured patients who may not be able to manage their care on their own
• Manage administrative responsibilities: Helping patients with tasks like scheduling transportation, intake, paying medical bills, arranging for translation services (care coordinator activities)
• Transportation & Language (T&L) - Voice & Back office and work on scheduling viz. transportation of injured worked, physiotherapy, wheelchair, talking to third party etc.

Key Responsibilities of the Team Manager  

• Impact the business: By driving results aligned with stated goals for performance metrics, telephony metrics, utilization, productivity, attendance, and attrition.
• Manage administrative responsibilities: Such as attendance tracking, queue administration, and corrective delivery.
• Influence the lives of others: Develop, train, and manage team members.
• Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations.
• Keep morale high: Ensure motivational programs are in place and encourage frequent recognition.
• Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports, analysis, and/or keen observations.
• Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction.
• Keep leaders informed: Relay important information in the form of timely and accurate reports. 

Required Skills 

• One to two years of experience in similar role.
• Have strong analytical skills; able to interpret data, identify trends, and make suggestions for improvements. 
• Proven experience in the healthcare domain managing processes such as intake, scheduling, credentialing, medical bill reviews. Etc will be added advantage.
• Have demonstrated leadership skills; able to take the lead in making improvements and resolving issues. 
• Be able to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
• Have strong verbal and written communication skills; be able to communicate in a clear, constructive, and professional manner.
• Have excellent working knowledge of MS Office applications.
• Managed Technical accounts.
• Blended operations which involves back-office work, making outbound and receiving inbound calls
• Working hours - 80% of the team working 8am EST to midnight x 5 days a week. 20 % team working in Philippines day hours (No calling)
• Willing to work from office