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Rigel Kim Calva

@rigelkimcalva

Message

I led offshore healthcare operations that improved SLA delivery, quality, and AI workflow throughput.

Philippines

Message

What I'm looking for

I'm looking to lead remote or offshore operations where I can improve SLA delivery, quality, capacity planning, and scalable human-and-AI workflows through practical systems, strong team leadership, and data-driven process redesign.

At PicnicHealth I led document processing delivery for pharmaceutical research programs, turning US patient records into structured inputs for AI and OCR systems. I managed SLA timeliness, throughput, backlog, accuracy, productivity and occupancy across enterprise cohorts.

I restored processing timeliness from 25 days to 3 to 4 days against a five day internal SLA and reduced backlog to under one processing day through workflow redesign, workforce planning, cross training and controlled overtime. I also lifted quality agreement from 72% to 95% within 12 months using disagreement sampling, root cause analysis and targeted coaching.

I led operations of up to 153 Medical Abstractors through nine Team Leaders, processing more than 100,000 patient record pages each week. I built practical operating systems including SOPs, Google Sheets capacity trackers and Metabase dashboards.

Experience

Work history, roles, and key accomplishments

Senior Team Leader, Custom Structure

PicnicHealth

Dec 2023 - Jul 2026 (2 years 7 months)

Managed daily operations across 8 enterprise pharmaceutical research program cohorts, driving quality agreement scores from 72% to 95% within 12 months and holding ending backlog under one processing day. Authored the Task Routing SOP and co-implemented the Task Assigner Tracker to address data integrity gaps.