Service Manager (Patient Engagement Center)

Q2 HR Solutions; Philippines; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Q2 HR Solutions in the Philippines is seeking an experienced Senior Operations Manager – Healthcare Account to lead a global healthcare customer and patient support team.

You will oversee daily operations, support and develop Team Leaders and Advisors, monitor performance, and ensure patients and customers receive high-quality service.

This role suits an operations leader from healthcare, BPO, contact center, or customer service who excels at people development and cross-functional collaboration.

Qualifications

• At least 10 years in client services or customer-focused operations.
• Experience supporting healthcare accounts or healthcare-related services.
• 5+ years in a mid-to-senior leadership role.
• Experience managing customer service, contact center, BPO, or similar operations.
• Experience handling inbound and outbound teams.
• Strong leadership and people management skills.
• Familiarity with contact center performance metrics and targets.
• Experience with international/global stakeholders is preferred.
• Excellent English communication, written and verbal.
• Able to thrive in a fast-paced environment with changing priorities.

Responsibilities

• Lead day-to-day operations of the healthcare customer service team.
• Support and develop Team Leaders and frontline members.
• Ensure patients and customers receive accurate, timely, and professional support.
• Monitor performance, service quality, productivity, and KPIs.
• Coach and develop leaders and staff; conduct performance reviews.
• Support workforce planning, recruitment, onboarding, and training.
• Collaborate with other teams and leaders to improve service and processes.
• Prepare regular performance and operations reports for senior management.
• Handle escalations and resolve issues effectively.
• Improve employee engagement and retention across the team.
• Coordinate with local and international stakeholders across time zones.
• Ensure adherence to quality, information security, data privacy, and confidentiality.

Skills

Senior leadership

Healthcare account experience

Customer service operations

Inbound and outbound teams

Team leadership

Performance measurement

Global/stakeholder management

People development / coaching

Escalation handling

Analytical skills

Excel & reporting

English communication

Adaptability

Tools

Excel

Job description

About the Role

We are looking for an experienced Senior Operations Manager – Healthcare Account to lead a customer and patient support team for a global healthcare organization.

In this role, you will oversee the daily operations of the team, support and develop Team Leaders and Advisors, monitor performance, and make sure patients and customers receive a high level of service.

This opportunity is ideal for an experienced operations leader from a healthcare, BPO, contact center, or customer service environment who enjoys developing people, improving operations, and working with local and international stakeholders.

What You'll Do

• Lead the day-to-day operations of the healthcare customer service team.
• Manage and support Team Leaders and frontline team members.
• Ensure patients and customers receive accurate, timely, and professional support.
• Monitor team performance, service quality, productivity, and key performance targets.
• Coach and develop Team Leaders and team members to help them perform and grow.
• Conduct performance reviews and address performance concerns when needed.
• Support workforce planning, recruitment, onboarding, and training of new team members.
• Work closely with other teams and business leaders to improve service delivery and operational processes.
• Prepare regular performance and operations reports for senior management.
• Handle escalated patient or customer concerns and ensure they are resolved appropriately.
• Help improve employee engagement and retention within the team.
• Work with local and international stakeholders across different functions and time zones.
• Ensure the team follows company standards for quality, information security, data privacy, and patient confidentiality.
• Support other operational areas when required.

What We're Looking For

• At least 10 years of experience in client services or customer-focused operations, with experience supporting healthcare accounts or healthcare-related services.
• At least 5 years of management experience in a mid-to-senior leadership position.
• Experience managing customer service, contact center, BPO, or similar operations.
• Experience handling both inbound and outbound customer service teams.
• Strong experience leading Team Leaders and operational teams.
• Good understanding of contact center performance measures and service targets.
• Experience working with international or global stakeholders is highly preferred.
• Strong people management, coaching, and team development skills.
• Comfortable handling customer escalations, employee concerns, and challenging situations.
• Good analytical and problem-solving skills.
• Good working knowledge of Microsoft Excel and performance reporting.
• Excellent verbal and written English communication skills.
• Able to work effectively in a fast-paced environment and adjust to changing business priorities.

Why Join?

Take on a senior leadership role where you can develop high-performing teams, improve healthcare service operations, and make a meaningful impact on the experience of patients and customers.

If you have strong operations leadership experience and are ready for your next career move, we'd love to hear from you.