Manager Patient Engagement And Workforce Operations

iSupport Worldwide; Manila; On-site; PHP 1,800,000 - 2,800,000; Full time

Benefits offered by this job

Free lunch meals

Onsite gym access

Fitness challenge with prizes

Upskilling academy

Modern office facilities

Employee amenities

Job summary

iSupport Worldwide is seeking a Manager to lead patient engagement and workforce operations from the Philippines. You will guide outreach, staffing strategy, and performance across sites, partnering with U.S. stakeholders to enable AI-enabled service delivery.

You will coach supervisors and senior staff, manage hiring partnerships, and drive continuous improvement in patient experience and operational efficiency.

Qualifications

• Minimum 5 years leading call center or contact center operations, including 25+ staff.
• Experience establishing offshore engagements from RFP to go-live in the Philippines.
• Proven ability to scale operations during growth and multi-phase expansions.
• Strong knowledge of U.S. healthcare, patient engagement, and care workflows.
• Expertise in SLA-driven service delivery, KPI development, and performance management.
• Forecasting, capacity planning, scheduling, adherence, and occupancy planning expertise.
• Familiar with U.S. healthcare workflows incl. HIPAA, BAA, and PHI handling.

Responsibilities

• Lead patient outreach and engagement activities aligned with client standards.
• Build and optimize call-handling processes and outreach cadences.
• Analyze engagement outcomes and drive improvements from data.
• Manage scheduling, adherence, shrinkage, occupancy, and workforce utilization.
• Lead, coach, and develop supervisors and frontline staff.
• Partner with HR and recruiting on hiring plans and growth strategies.
• Own operational performance metrics and recovery plans for gaps.
• Drive AI platform adoption and validate AI outputs before use.
• Collaborate with Product and Engineering on AI integration initiatives.
• Coordinate site operations and cross-border collaboration with U.S. stakeholders.

Skills

Leadership

Call center operations

Forecasting

Workforce management

Stakeholder management

AI-enabled service delivery

HIPAA/BAA/PHI understanding

Change management

Job description

Job Description:

What is your mission?

We are looking for a Manager, Patient Engagement & Workforce Operations to lead patient outreach, workforce planning, operational performance, and site operations supporting chronic-care patient engagement. This role oversees service delivery, staffing strategy, AI-enabled workflows, hiring partnerships, and continuous improvement initiatives while serving as the primary Philippines-based operational partner for U.S. stakeholders and supporting the growth of local operations.

You will provide the best service to our partner brands by performing these tasks:

• Lead patient outreach and engagement activities to ensure interactions align with the clients patient experience and clinical service standards.
• Build and optimize call-handling processes and outreach cadences that keep chronic-care patients engaged and supported between visits.
• Analyze patient engagement outcomes, including reach, activation, and satisfaction metrics, and implement improvements based on performance data.
• Handle patient outreach calls alongside the team to model service excellence and maintain visibility into day-to-day operations.
• Lead, coach, and develop supervisors, team leads, and frontline staff while reinforcing operational standards and a patient-first culture.
• Partner with recruitment teams on hiring initiatives, candidate selection processes, workforce growth planning, and maintaining hiring quality standards.
• Collaborate with Human Resources regarding labor compliance requirements and employment-related processes.
• Own operational performance metrics, including service levels, quality, attrition, ramp velocity, and unit economics.
• Conduct quality calibration activities with operational leadership and ensure consistent service delivery standards.
• Lead root-cause investigations, corrective actions, and recovery plans for missed service levels and operational performance gaps.
• Monitor performance against business objectives, analyze variances, and deliver operational recovery plans when necessary.
• Forecast contact volume and develop workforce plans to maintain service levels and support changing business demands.
• Manage scheduling, adherence, shrinkage, occupancy, and staffing utilization to ensure effective workforce coverage.
• Monitor intraday and real-time queue performance and adjust forecasts based on operational trends and changing demand.
• Partner with Human Resources and Finance on headcount planning, capacity management, and operational cost alignment.
• Drive adoption and optimization of the clients AI platform and maximize value from AI-enabled service delivery tools.
• Partner with Product and Engineering teams on AI integration initiatives and monitor deflection, escalation, and quality outcomes.
• Conduct regular operational check-ins with leadership and support the development of future leaders within the organization.
• Translate operational insights into scalable workflow, process, and system improvements.
• Serve as the primary Philippines-based point of contact for operational functions and collaborate closely with U.S.-based stakeholders.
• Coordinate site operations, facility-related activities, culture initiatives, partner relationships, and day-to-day operational requirements.
• Support the launch and expansion of additional functions in the Philippines in partnership with their respective U.S.-based leaders.

Who are we looking for?

• Minimum 5 years of progressive call center or contact center operations leadership experience, including direct leadership of a 25+ person team.
• Direct experience establishing a new offshore engagement from RFP through go-live and managing operations on the ground in the Philippines.
• Experience leading growth-stage scaling initiatives and multi-phase operational expansions.
• Strong understanding of U.S. healthcare, patient engagement, patient experience, and care workflow operations.
• Expertise in contact center operations, performance management, SLA-driven service delivery, and KPI development.
• Workforce management expertise, including forecasting, capacity planning, scheduling, adherence management, shrinkage management, and occupancy planning.
• Familiarity with U.S. healthcare workflows, including HIPAA, BAA, and PHI handling requirements.
• Experience with AI-enabled service delivery, including agent assist, transcription, and deflection technologies, with the ability to validate outputs before relying on them.
• Healthcare BPO experience supporting patient access, patient services, revenue cycle, or care management functions is strongly preferred.
• Experience in digital health, RPM (Remote Patient Monitoring), or CCM (Chronic Care Management) environments is preferred.
• Valid visa permitting travel to the United States, with availability for quarterly U.S. travel.
• Strong analytical skills with demonstrated experience in root-cause analysis, operational problem-solving, and execution management.
• Demonstrated ability to lead service delivery teams in scaling, evolving, or ambiguous environments.
• Strong leadership, coaching, stakeholder management, collaboration, and communication skills.
• Hands-on leadership approach with willingness to actively participate in patient outreach activities when needed.
• Established network within the Philippine BPO community is an advantage.

Why youll love it here?

• Free lunch meals, fruits, snacks, and beverages for employees assigned to onsite shifts.
• Access to an onsite gym with a complimentary professional fitness instructor.
• Weekly fitness activities and an annual fitness challenge with prizes of up to ₱70,000.
• Weekly employee engagement activities with prizes of up to ₱3,000.
• Free upskilling academy to support career growth and professional development.
• State-of-the-art office facilities and modern workstations.
• Access to employee amenities including sleeping quarters, game area, chat room, and shower rooms.
• Fun, collaborative, and employee-focused work environment.