Patient Engagement & Offshore Ops Leader (Manila)

iSupport Worldwide; Pasig; On-site; PHP 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Onsite in Manila

Quarterly U.S. travel

Job summary

iSupport Worldwide seeks a Manager, Patient Engagement & Workforce Operations in Manila to lead an onsite team, while staying hands-on in patient outreach. You will drive workforce planning, performance, and scale the operation to support U.S. healthcare clients.

The ideal candidate is a seasoned BPO/contact center leader with strong U.S. healthcare and patient engagement knowledge, proven offshore launch experience, and the ability to build high-performing teams in a fast-paced environment.

Qualifications

• 7+ years of progressive call center/BPO operations leadership experience with 25+ employees
• Proven experience launching offshore operations from RFP to go-live and steady-state delivery
• Strong U.S. healthcare and patient engagement knowledge, with familiarity of healthcare workflows and patient experience
• Healthcare BPO experience in patient access/services, revenue cycle, care management or similar is preferred
• Expertise in contact center ops, performance management, SLA/KPI development and real-time queue management
• Experience leading teams through rapid growth, scaling and operational change
• Familiarity with HIPAA, BAA, PHI handling, and U.S. healthcare operations is preferred
• Working knowledge of AI-enabled service delivery including agent assist, transcription, automation or deflection
• Strong analytical, problem-solving and communication skills
• Comfortable in a hands-on player-coach environment and doing patient outreach calls when needed
• Must be authorized to work in the Philippines and able to work onsite in Manila
• Must have a valid U.S. visa and be available for quarterly travel to the United States

Responsibilities

• Lead and oversee the Philippines-based patient outreach and engagement operation with supervisors, team leads, and agents
• Hands-on involvement in patient outreach calls and modeling quality patient-experience standards
• Own operational KPIs including service level, quality, attrition, ramp velocity, productivity and unit economics
• Build and manage workforce forecasts, capacity plans, schedules, adherence, shrinkage and occupancy
• Monitor real-time queue performance and adjust staffing and workflows based on demand
• Lead root-cause analysis and corrective actions for missed SLAs and performance gaps
• Partner with U.S. leadership on hiring, team development, performance management and scaling
• Help stand up the Philippines operation from ramp to go-live and steady-state delivery
• Drive adoption of AI-enabled tools and collaborate with Product and Engineering on AI integration
• Use engagement and operational data to improve reach, activation, satisfaction and patient experience
• Translate insights into scalable process, workflow and system improvements
• Serve as onsite point of contact for Philippines operations and coordinate with U.S.-based leaders
• Collaborate with HR, Finance, and other stakeholders on capacity planning and cost management

Skills

Leadership (24+)

Offshore operations

U.S. healthcare knowledge

BPO/contact center leadership

KPI & SLA management

Workforce planning

HIPAA/PHI familiarity

AI-enabled service delivery

Stakeholder management

Hands-on player-coach

Job description

iSupport Worldwide seeks a Manager, Patient Engagement & Workforce Operations in Manila to lead an onsite team, while staying hands-on in patient outreach. You will drive workforce planning, performance, and scale the operation to support U.S. healthcare clients.

The ideal candidate is a seasoned BPO/contact center leader with strong U.S. healthcare and patient engagement knowledge, proven offshore launch experience, and the ability to build high-performing teams in a fast-paced environment.