# Medical Scribes Manager > ISTA Personnel Solutions · Makati, Philippines · Full-time · Posted 2026-10-21 **Workplace:** on_site **Department:** ISTA Scribe & VMA Services ## Description **ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced Medical Scribes Manager 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!** **Roles and Responsibilities:** **Operational Management** - Manage daily operations across multiple client accounts, ensuring that all processes and workflows are efficient and effective - Oversee scheduling, staffing, and resource allocation to meet client needs and service level agreements (SLAs) - Plan coverage to maintain productivity during late shifts, PTO, and absences - Reassign tasks or providers as needed to prevent service disruptions - Communicate coverage adjustments to leadership and clients - Develop and communicate daily workflow plans by assigning providers and patient trackers - Adjust assignments based on volume and availability to ensure balanced team coverage **Performance Monitoring** - Track and analyze key performance indicators (KPIs) and service metrics for each account - Ensure all team members meet expected production targets - Ensure pending tasks are communicated to clients when required, including updating task lists - Implement action plans for incomplete or delayed work - Identify areas for improvement and implement strategies to enhance performance and efficiency **Client Management** - Serve as the primary liaison between the call center and clients - Address client concerns and issues promptly - Ensure client expectations are met or exceeded - Maintain strong client relationships and high levels of satisfaction **Team Leadership** - Lead and motivate call center supervisors, agents, and other team members - Provide guidance, training, and support to ensure team effectiveness and engagement **Training** - Lead training and onboarding for new scribes - Conduct refresher sessions for existing staff as needed - Ensure readiness before independent coverage - Deliver consistent performance feedback - Conduct quality audits to determine scribe eligibility for operations endorsement **Quality Assurance** - Implement and monitor quality control processes to uphold service standards - Conduct regular audits and evaluations of call center interactions - Provide feedback for improvement - Conduct structured learning and coaching sessions with scribes based on quality audit findings - Conduct triad observation sessions with team leaders, when available, to align agent coaching and development - Participate in scheduled observation and update sessions with clients and the internal team **Strategic Planning** - Develop and execute strategies to optimize account performance and achieve client goals - Work with clients to understand evolving needs and adjust operational plans accordingly **Reporting and Analysis** - Prepare and present detailed account performance reports, including metrics, trends, and areas for improvement - Use data-driven insights to support decisions and drive continuous improvement - Prepare and conduct weekly and monthly performance readouts and reviews - Prepare daily, weekly, and monthly performance reports **Problem Resolution** - Address and resolve complex issues and escalations, both internally and with clients - Implement corrective and preventive actions to avoid future problems - **Process Improvement** - Continuously assess and refine operational processes to improve efficiency and effectiveness - Implement best practices and innovative solutions to improve service delivery and client satisfaction ## Requirements - Must be a graduate of any medical course - Extensive knowledge with medical terms - Must have 1 year of Medical Live Scribing Experience - With 1 year of team lead / supervisory experience - Averaging 50-60 WPM - Excellent verbal and written English skills - Must be willing to work onsite 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 ## Apply [Apply at ISTA Personnel Solutions](https://apply.workable.com/ista-2/j/622E08CCA0/apply) --- Powered by [Workable](https://www.workable.com)