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Job Description
Role Summary
Lead real-time day-to-day operations for a fully remote agent team supporting high-volume, detail-sensitive intake and records workflows. You’ll run the “virtual floor” by keeping coverage stable, quality high, and communication tight—while stepping into frontline work when needed.
Responsibilities
- Provide real-time oversight via Teams/chat/email/phone; answer agent questions and remove blockers fast.
- Enforce workflows, templates, and documentation standards; catch and correct errors same day.
- Perform live QA sampling throughout the day and deliver on-the-spot coaching with follow-up verification.
- Monitor volume and throughput; reprioritize work and rebalance coverage to prevent backlogs.
- Manage escalations: raise urgent issues quickly, document outcomes, and keep leadership updated proactively.
- Maintain systems/process fluency (virtual desktop + intake/records platform + templated documentation tools); drive adoption of changes.
- Track attendance and coordinate breaks/handoffs to maintain uninterrupted coverage.
Qualifications
- Experience supervising remote or distributed teams in high-volume, detail-heavy operations.
- English fluency required (near-native written and verbal communication).
- Strong real-time communication and operational judgment; reliable, responsive presence during coverage hours.
- Proven QA + coaching/performance management capability; comfortable as a player-coach.
- High attention to detail and ability to multitask across parallel workflows.
- Healthcare operations/medical records/patient intake experience strongly preferred; comfort with medical terminology and clinical context.
- Remote-work readiness (professional workspace and dependable connectivity).
What Success Looks Like
High first-pass accuracy, fewer repeat errors, stable coverage with minimal disruption, fast issue resolution, and leadership receiving clear updates without chasing.