Senior Manager, Patient Engagement & Workforce Operations

iSupport Worldwide; Manila; On-site; PHP 1,800,000 - 2,800,000; Full time

Benefits offered by this job

Free lunch meals

Onsite gym access

Fitness challenge with prizes

Upskilling academy

Modern office facilities

Employee amenities

Job summary

iSupport Worldwide is seeking a Manager to lead patient engagement and workforce operations from the Philippines. You will guide outreach, staffing strategy, and performance across sites, partnering with U.S. stakeholders to enable AI-enabled service delivery.

You will coach supervisors and senior staff, manage hiring partnerships, and drive continuous improvement in patient experience and operational efficiency.

Qualifications

• Minimum 5 years leading call center or contact center operations, including 25+ staff.
• Experience establishing offshore engagements from RFP to go-live in the Philippines.
• Proven ability to scale operations during growth and multi-phase expansions.
• Strong knowledge of U.S. healthcare, patient engagement, and care workflows.
• Expertise in SLA-driven service delivery, KPI development, and performance management.
• Forecasting, capacity planning, scheduling, adherence, and occupancy planning expertise.
• Familiar with U.S. healthcare workflows incl. HIPAA, BAA, and PHI handling.

Responsibilities

• Lead patient outreach and engagement activities aligned with client standards.
• Build and optimize call-handling processes and outreach cadences.
• Analyze engagement outcomes and drive improvements from data.
• Manage scheduling, adherence, shrinkage, occupancy, and workforce utilization.
• Lead, coach, and develop supervisors and frontline staff.
• Partner with HR and recruiting on hiring plans and growth strategies.
• Own operational performance metrics and recovery plans for gaps.
• Drive AI platform adoption and validate AI outputs before use.
• Collaborate with Product and Engineering on AI integration initiatives.
• Coordinate site operations and cross-border collaboration with U.S. stakeholders.

Skills

Leadership

Call center operations

Forecasting

Workforce management

Stakeholder management

AI-enabled service delivery

HIPAA/BAA/PHI understanding

Change management

Job description

iSupport Worldwide is seeking a Manager to lead patient engagement and workforce operations from the Philippines. You will guide outreach, staffing strategy, and performance across sites, partnering with U.S. stakeholders to enable AI-enabled service delivery.

You will coach supervisors and senior staff, manage hiring partnerships, and drive continuous improvement in patient experience and operational efficiency.