Onsite Patient Engagement & Workforce Ops Manager

iSupport Worldwide

Pasig

On-site

PHP 1,800,000 - 3,200,000

Full time

14 hours ago

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Benefits offered by this job

Free lunch

Onsite gym

Fitness challenge rewards

Upskilling academy

Modern office facilities

Job summary

iSupport Worldwide in Manila seeks a hands-on Manager, Patient Engagement & Workforce Operations to establish an onsite operation, lead the team, and translate U.S. healthcare strategy into Philippine execution.

You will drive workforce planning, service delivery, hiring, and an AI-enabled service model while coaching staff and maintaining patient-first standards. Responsibilities include ramping the operation, managing supervisors and agents, ensuring SLA performance, and collaborating with HR,

Qualifications

At least 7 years in call center operations leadership.
Experience establishing offshore engagements from RFP to go-live.
Leadership in scaling and delivering performance in dynamic environments.
Knowledge of U.S. healthcare workflows and HIPAA/PHI handling.
Advanced workforce planning, scheduling, adherence, and real-time queue mgmt.
Experience with AI-enabled service delivery and QA oversight.

Responsibilities

Establish and manage onsite patient outreach in Manila and ramp to steady-state.
Lead supervisors, coaches, and agents to meet quality and patient-experience standards.
Own SLA performance, attrition, ramp, and unit economics.
Forecast volume, staffing, and capacity; manage scheduling and adherence.
Drive AI platform adoption and collaborate with Product/Engineering on integration.
Perform weekly QA calibration with leadership and implement improvements.