Patient Engagement & Workforce Operations Manager

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

We are seeking a Manager, Patient Engagement & Workforce Operations to lead and scale a new Philippines-based patient outreach and engagement operation supporting U.S. healthcare clients.

This is a hands-on player-coach leadership role. You will lead the onsite team while remaining actively involved in patient outreach, oversee workforce planning and operational performance, and partner closely with U.S. leadership to translate strategy into Philippines execution.

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

Key Responsibilities

• Lead and oversee the Philippines-based patient outreach and engagement operation, including supervisors, team leads, and agents.
• Remain hands-on by handling patient outreach calls alongside the team and modeling quality and 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 changing demand.
• Lead root-cause analysis and corrective actions for missed SLAs and operational performance gaps.
• Partner with U.S. leadership on hiring, team development, performance management, and operational scaling.
• Help stand up the Philippines operation from initial ramp through go-live and steady-state delivery.
• Drive adoption of AI-enabled tools and partner with Product and Engineering on AI integration, quality, deflection, and escalation.
• Use patient engagement and operational data to improve reach, activation, satisfaction, and overall patient experience.
• Translate operational insights into scalable process, workflow, and system improvements.
• Serve as the primary onsite point of contact for the company's Philippines operations and coordinate with U.S.-based functional leaders.
• Partner with HR, Finance, and other stakeholders on capacity planning, labor requirements, cost management, and operational needs.

Qualifications

• 7+ years of progressive call center/BPO operations leadership experience, including direct leadership of teams of 25+ employees.
• Proven experience standing up and scaling offshore operations, ideally from RFP through go-live and steady-state delivery.
• Strong experience in U.S. healthcare and patient engagement, including familiarity with healthcare workflows and patient experience.
• Healthcare BPO experience in areas such as patient access, patient services, revenue cycle, care management, or similar strongly preferred.
• Strong expertise in contact center operations, performance management, SLA management, and KPI development.
• Demonstrated expertise in workforce management, including forecasting, capacity planning, scheduling, adherence, 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 preferred.
• Working knowledge of AI-enabled service delivery, including agent assist, transcription, automation, or deflection.
• Strong analytical, problem-solving, communication, and execution skills.
• Comfortable working in a hands‑on player‑coach environment and handling 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 business travel to the United States.