Healthcare Operations Leader: Patient Engagement & AI

iSupport Worldwide; Pasig; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

iSupport Worldwide in the Philippines is seeking a seasoned operations leader to head call center activities, manage a 25+ person team, and drive patient-focused service delivery in a U.S.-facing healthcare environment.

You will optimize call-handling processes, forecast volumes, monitor service levels, coach leaders, and partner with HR, Finance, Product and Engineering to scale operations and harness AI-enabled tools.

Qualifications

• Minimum 5 years of progressive call center or contact center operations leadership experience, including direct leadership of a 25+ person team.
• Experience establishing offshore engagements from RFP to go-live (Philippines).
• Strong understanding of U.S. healthcare workflows, patient engagement, and care operations.
• Excellent leadership, coaching, stakeholder management and communication skills.

Responsibilities

• Lead patient outreach and engagement activities.
• Build and optimize call-handling processes and outreach cadences.
• Analyze engagement outcomes and implement improvements from data.
• Coach supervisors, team leads and frontline staff.
• Forecast contact volume and develop workforce plans to maintain service levels.
• Manage scheduling, adherence, and staffing utilization.
• Drive AI platform adoption and collaborate with Product/Engineering on AI integration.
• Translate insights into scalable workflow, process, and system improvements.

Skills

Operations leadership

Team leadership (25+ staff)

Call center / contact center

Forecasting & staffing

Process optimization

Cross-functional collaboration

Healthcare domain familiarity

Job description

iSupport Worldwide in the Philippines is seeking a seasoned operations leader to head call center activities, manage a 25+ person team, and drive patient-focused service delivery in a U.S.-facing healthcare environment.

You will optimize call-handling processes, forecast volumes, monitor service levels, coach leaders, and partner with HR, Finance, Product and Engineering to scale operations and harness AI-enabled tools.