Patient Engagement & Workforce Operations Manager

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

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.