Patient Engagement and Healthcare Operations Manager (BPO)

iSupport Worldwide

Metro Manila

On-site

PHP 2,000,000 - 3,200,000

Full time

2 days ago

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Benefits offered by this job

Above-industry salary package

Comprehensive HMO benefits and life 보험

Free learning and development courses

Dynamic company events

Opportunities for promotion

Free meals and snacks

Job summary

iSupport Worldwide seeks a Patient Engagement & Healthcare Operations Manager in the Philippines to lead and scale a chronic-care patient engagement operation from Cyberscape Alpha, Pasig City. You will own outreach strategy, service delivery, workforce planning, and performance management while collaborating with US stakeholders.

You will drive operational excellence, partner with HR and Finance on headcount and cost controls, and implement AI-enabled workflows to improve patient outcomes.

Qualifications

Progressive contact center or call center operations leadership experience.
Experience establishing offshore operations in the Philippines.
Growth-stage scaling initiatives and multi-phase expansions.
Strong understanding of US healthcare, patient engagement, and clinical outreach workflows.
Expertise in contact center operations, service delivery, SLA management, and KPI development.

Responsibilities

Lead patient outreach and engagement programs to meet patient experience and clinical service standards.
Build and optimize outreach strategies and engagement cadences for chronic-care patients.
Analyze engagement metrics to improve connection strategies and operational effectiveness.
Lead onsite operations across supervisors and agents with coaching and performance management.
Drive adoption and optimization of AI-enabled service delivery platforms and workflows.
Coordinate with HR, Recruitment, and Finance on headcount planning and cost management.
Own performance metrics including service levels, quality, attrition, and ramp velocity.
Provide regular performance reporting, variance analysis, and recovery plans.
Support launches and integration of new operational functions with US leadership.

Skills

Contact center leadership

Offshore operations

Growth scaling

US healthcare

Workforce management

Leadership coaching

Stakeholder management

Job description

Work Schedule: US Working Hours / Night Shift
Work Location: Cyberscape Alpha, Ortigas Center, Pasig City (On-site)

What is your mission?

We are looking for a Patient Engagement & Healthcare Operations Manager to lead and scale a Philippines-based healthcare engagement operation supporting chronic-care patients. This role owns patient outreach strategy, service delivery, workforce planning, performance management, operational excellence, AI-enabled workflows, hiring partnership, and site leadership while serving as the primary local point of contact for cross-functional teams and operational expansion initiatives.

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

Lead patient outreach and engagement programs to ensure every interaction meets patient experience and clinical service standards.

Build and optimize outreach strategies, call-handling approaches, and engagement cadences that keep chronic-care patients activated and supported between interactions.

Analyze engagement and outcome metrics including reach, activation, and satisfaction to improve patient connection strategies and operational effectiveness.

Work directly with patients by handling outreach and engagement calls alongside the team and modeling expected performance standards.

Lead onsite operations across supervisors, team leads, and agents through coaching, performance management, and leadership development.

Partner with recruitment teams to support sourcing, candidate evaluation, hiring decisions, workforce growth, and hiring quality standards.

Collaborate with Human Resources on labor compliance requirements and employment terms.

Own operational performance metrics including service levels, quality, attrition, ramp velocity, and unit economics.

Conduct regular quality assurance calibration activities and align operational standards with leadership stakeholders.

Lead root-cause analysis, corrective action planning, and recovery initiatives for missed service-level commitments.

Monitor operational outcomes against business objectives and provide performance reporting, variance analysis, and recovery plans.

Forecast contact volumes and develop staffing, capacity, and workforce plans that maintain target service levels as demand changes.

Manage scheduling, adherence, shrinkage, occupancy, and workforce utilization to ensure appropriate staffing coverage.

Oversee intraday and real-time performance management while continuously adjusting forecasts based on demand and operational outcomes.

Partner with Human Resources and Finance to align headcount planning, operational capacity, and cost management with business requirements.

Drive adoption and optimization of the client's AI-enabled service delivery platform and maximize operational value from AI-powered workflows.

Partner with Product and Engineering teams on AI integration initiatives while monitoring deflection rates, escalations, and quality outcomes.

Conduct ongoing leadership check-ins, coach emerging leaders, and reinforce operational standards, communication practices, and a patient-first culture.

Translate operational insights into scalable workflow improvements, process enhancements, and system optimization opportunities.

Serve as the primary Philippines-based point of contact for operational functions and collaborate closely with U.S.-based stakeholders.

Coordinate site operations, facilities-related needs, culture initiatives, partner relationships, and local operational support activities.

Support the launch and integration of new operational functions while partnering with their respective U.S. leadership teams.

Who are we looking for?

Minimum 5 years of progressive contact center or call center operations leadership experience, including direct leadership of teams with 25+ employees.

Direct experience establishing new offshore operations from RFP through go-live and ongoing operational management 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 clinical outreach workflows.

Deep expertise in contact center operations, service delivery, SLA management, performance management, and KPI development.

Demonstrated workforce management expertise including forecasting, capacity planning, scheduling, adherence management, shrinkage management, and occupancy planning.

Proven ability to lead service delivery operations in scaling or ambiguous business environments.

Strong analytical skills with experience in root-cause analysis, operational problem solving, and execution management.

Working knowledge of AI-enabled service delivery capabilities including agent assist, transcription, and deflection technologies, with the ability to validate outputs before reliance.