Director, Patient Support

Omega Healthcare Management Services Pvt. Ltd.; Indiana (PA); On-site; USD 140,000 - 190,000; Full time

Job summary

Omega Healthcare Management Services Pvt. Ltd. is seeking a Director of the Patient Support Contact Center to lead strategic direction for patient support operations across healthcare, pharmacy services, benefit verification, copay assistance, and related engagement programs.

The role drives SLAs, client satisfaction, and financial performance. This executive collaborates with cross-functional leaders to ensure compliant, high-touch patient experiences, workforce planning, technology

Job description

The Director, Patient Support Contact Center is responsible for the strategic leadership, operational management, and overall performance of patient support programs supporting healthcare, pharmacy services, benefit verification, copay assistance, reimbursement support, prior authorization status support, and related patient engagement services. This role provides executive oversight of contact center operations, workforce planning, client relationship management, service delivery, quality performance, financial performance, compliance adherence, employee engagement, and organizational growth initiatives.

The Director leads cross-functional teams to ensure exceptional patient and client experiences while achieving service level agreements (SLAs), operational KPIs, quality standards, compliance requirements, and financial objectives. This position serves as a key liaison between clients, executive leadership, Operations, Quality, Workforce Management, Human Resources, Technology, and Patient Support leadership to drive continuous improvement, operational excellence, and business growth.

The role does not make clinical determinations but is accountable for ensuring teams operate within established program guidelines, compliance requirements, and scope of service.

Essential Job Functions

Strategic Leadership & Operational Oversight

• Provide strategic leadership and direction for all patient support contact center operations, ensuring alignment with organizational goals, client expectations, and growth objectives.
• Develop and execute operational strategies that improve patient experience, service delivery, quality outcomes, employee engagement, and financial performance.
• Establish short-term and long-term operational plans to support business growth, workforce scalability, process optimization, and client requirements.
• Partner with executive leadership to identify opportunities for operational expansion, service enhancements, and client retention.
• Lead organizational change initiatives, technology implementations, workflow redesign efforts, and continuous improvement programs.

Patient Support Operations Management

• Oversee day-to-day operations supporting healthcare, pharmacy, reimbursement, copay, financial assistance, benefit verification, prior authorization status support, and patient engagement programs.
• Ensure delivery of high-touch, patient-centric service that reflects empathy, professionalism, compliance, and client expectations.
• Monitor and drive performance against key operational metrics, including service levels, productivity, quality scores, patient satisfaction, first-contact resolution, turnaround times, and client-specific KPIs.
• Ensure operational readiness for new client implementations, program launches, workflow transitions, staffing expansions, and business growth initiatives.
• Establish escalation management processes to ensure timely resolution of operational, client, system, workforce, and patient-support issues.

Client Relationship Management

• Serve as the executive operational leader for assigned clients and patient support programs.
• Conduct regular business reviews and strategic meetings with client leadership to review performance, identify opportunities, and strengthen partnerships.
• Ensure proactive communication regarding operational performance, staffing plans, service enhancements, risks, and mitigation strategies.
• Partner with clients to develop solutions that improve patient experiences, operational efficiency, regulatory compliance, and service delivery outcomes.
• Maintain strong executive-level relationships that support client retention, satisfaction, and business growth.
• Provide leadership and oversight for Senior Managers, Managers, Supervisors, Team Leads, and support personnel within the Patient Support Contact Center.
• Build high-performing teams through effective hiring, coaching, mentoring, performance management, succession planning, and employee development.
• Establish performance expectations and accountability measures for leaders and frontline teams.
• Promote employee engagement, retention, leadership development, and a culture of continuous improvement.
• Identify future leadership talent and implement development plans to support organizational growth

Key Success Indicators

• Achievement of service level agreements (SLAs) and client performance commitments.
• High patient and client satisfaction scores.
• Consistent achievement of quality, productivity, and operational goals.
• Strong employee engagement and leadership bench strength.
• Successful implementation of new programs, clients, and business initiatives.
• Effective management of departmental financial performance and budgets.
• Positive client retention, relationship growth, and contract expansion.
• Demonstrated operational excellence and continuous improvement outcomes.

Supervisory Responsibility

Directly supervises Senior Managers, Managers, and other operational leaders.

Indirectly oversees Supervisors, Team Leads, Patient Support Representatives, Trainers, Workforce Management personnel, Quality teams, and operational support staff.

Responsible for hiring, coaching, performance management, employee development, disciplinary actions, succession planning, organizational design, and workforce strategy.

This role operates onsite in a professional contact center environment in Indianapolis, Indiana. The position routinely uses classroom and conference-room technology, computers, telephone/headset equipment, dual monitors, CRM/case management systems, telephony applications, payer or pharmacy benefit systems, learning platforms, presentation tools, and other client or Omega systems. The Trainer is expected to maintain a visible presence with new hires and production teams during training and nesting activities.

Physical Demands

The physical demands are representative of those required to perform the essential functions of this role.

The position involves sitting, standing, walking, speaking for extended periods, listening, typing, viewing computer screens, facilitating classroom activities, and moving throughout the training and contact center environment. Occasional lifting or movement of light training or office materials may be required.

Position Type/Expected Hours of Work

This is a full-time, exempt, onsite position in Indianapolis, Indiana. The contact center is expected to operate across an approximately 8:00 a.m. to 8:00 p.m. coverage window.

Required Education and Experience

• Working knowledge of U.S. healthcare insurance and pharmacy-support concepts, including copays, deductibles, coinsurance, out-of-pocket maximums, benefit verification, pharmacy claim responses, coordination of benefits, prior authorization status support, and common claim-rejection scenarios.

Omega Healthcare is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, marital status, mental or physical disability, protected veteran status, genetic information, or any other basis protected by applicable law.

Omega Healthcare makes reasonable accommodations when needed for applicants and candidates with disabilities or religious observances. If reasonable accommodation is needed to participate in the hiring process, please contact Human Resources at [e-mail].

Other Duties

This job description is not designed to cover every activity, duty, or responsibility required of the employee. Duties and responsibilities may change at any time with or without notice, and the employee may perform other duties as assigned.