Patient Engagement & Workforce Operations Lead – Philippines

iSupport Worldwide; Pasig; On-site; PHP 2,400,000 - 3,600,000; Full time

Job summary

iSupport Worldwide in Manila is seeking a Manager, Patient Engagement & Workforce Operations to lead a new Philippines-based patient outreach and engagement operation serving U.S. healthcare clients.

This hands-on, player-coach leadership role will guide the onsite team while remaining actively involved in patient outreach and performance management. You will drive workforce planning, SLA performance, AI-enabled delivery, and scalable processes, partnering with U.S.

Qualifications

• 7+ years of progressive call center/BPO operations leadership with 25+ staff managed.
• Proven experience standing up and scaling offshore operations from RFP to go-live.
• Strong experience in U.S. healthcare and patient engagement and workflows.
• Expertise in contact center operations, performance management, and KPI development.
• Demonstrated workforce management: forecasting, capacity planning, scheduling.
• Hands-on, player-coach leader comfortable handling patient outreach calls.
• Familiarity with HIPAA/PHI handling and U.S. healthcare operations preferred.

Responsibilities

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

Skills

BPO operations leadership

Offshore operations scaling

U.S. healthcare knowledge

Workforce management

KPI development

Hands-on leadership

AI-enabled service delivery

SLA management

Staffing & forecasting

HIPAA familiarity

Job description

iSupport Worldwide in Manila is seeking a Manager, Patient Engagement & Workforce Operations to lead a new Philippines-based patient outreach and engagement operation serving U.S. healthcare clients.

This hands-on, player-coach leadership role will guide the onsite team while remaining actively involved in patient outreach and performance management. You will drive workforce planning, SLA performance, AI-enabled delivery, and scalable processes, partnering with U.S.