Manager Patient Support

Omega Healthcare Management Services Pvt. Ltd.; Florida; On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental coverage

401(k) with employer match

Paid time off

Bonus programs

Job summary

Omega Healthcare Management Services is seeking a full-time Operations Manager for our Indianapolis contact center. You will lead performance, quality, and staffing strategies while partnering across HR, Quality, Training, and client teams to meet service levels and patient-care goals.

You will supervise Team Leads, coach frontline leaders, review metrics, and drive continuous improvement in workflow, compliance, and customer experience in a fast-paced healthcare environment.

Qualifications

• Bachelor's degree in Business Administration, Healthcare Administration, Human Resources, Operations, or a related field or equivalent experience.
• 5+ years of progressive contact center/healthcare operations experience, including at least 2 years of direct people leadership.
• Experience managing contact center performance with service levels, productivity, quality, and staffing metrics.
• Working knowledge of U.S. healthcare/pharmacy-support concepts such as copays, credits, and claim workflows.
• Strong leadership, client-facing communication, problem-solving, and analytical skills with CRM and reporting tools.

Responsibilities

• Identify performance, retention, engagement, attendance, and capability risks and partner with HR on interventions and retention strategies.
• Promote a professional, inclusive, accountable culture and ensure clear communication of priorities and updates across the team.
• Review quality results, coaching effectiveness, and remediation activities with Quality and Training.
• Ensure HIPAA/privacy compliance, escalation requirements, and patient-safety considerations.
• Serve as primary operational contact for client stakeholders; participate in business reviews and ensure follow-ups are completed.
• Analyze data to improve workflow, patient experience, quality, staffing, and first-contact resolution.
• Support new programs, staffing ramps, transitions, and technology implementations with cross-functional readiness and risk planning.
• Direct supervisory responsibility for Team Leads; participate in hiring input, coaching, and performance management with HR.

Skills

CPHT

Call Center

Contact Center

Leadership

Pharmacy

Education

Bachelor's degree in Business Administration, Healthcare Administration, Human Resources, Operations, or related field

Tools

CRM/Case management systems

Workforce management tools

MS Office

Job description

quality, and employee performance matters.

Identify performance, retention, engagement, attendance, and capability risks and partner with Human Resources and leadership on appropriate interventions, documentation, corrective action, and retention strategies.

Promote a professional, inclusive, accountable, and patient-centered culture and ensure consistent communication of operational priorities, process changes, client updates, and organizational expectations across the team.

Partner with Quality and Training to review quality results, critical errors, recurring knowledge gaps, complaint themes, calibration outcomes, and coaching effectiveness and ensure timely remediation of identified issues.

Ensure adherence to HIPAA, privacy, information security, patient identity verification, approved scripts, client procedures, pharmacy-support workflows, and escalation requirements, including prompt escalation of material compliance or patient-safety concerns.

Serve as a primary operational point of contact for assigned client stakeholders, communicate performance and risks clearly, participate in business reviews and operational meetings, and ensure commitments and follow-up actions are completed on time.

Review operational data and root causes to identify opportunities to improve workflow efficiency, patient experience, quality, staffing effectiveness, documentation, training, technology utilization, and first-contact resolution.

Support new program launches, staffing ramps, process changes, client transitions, technology implementations, audits, and other operational initiatives by coordinating cross-functional readiness, risks, dependencies, and execution plans.

Key Success Indicators/Attributes

Achieves or exceeds assigned client and operational performance targets while maintaining appropriate balance among patient experience, quality, compliance, productivity, and cost.

Maintains stable staffing and strong schedule execution through disciplined workforce planning, attendance management, hiring coordination, and proactive management of attrition and backfill needs.

Builds effective frontline leadership and promotes consistent coaching, accountability, communication, and performance management across the program.

Uses data, trend analysis, and sound judgment to identify operational risks early, determine root causes, establish corrective actions, and drive measurable improvement.

Communicates effectively with employees, leaders, clients, and cross-functional partners and demonstrates strong judgment, discretion, professionalism, and follow-through in a fast-paced healthcare contact center environment.

Demonstrates a strong working knowledge of healthcare, pharmacy benefit, copay, claim-support, and patient-service workflows and recognizes when issues require specialized, clinical, legal, compliance, or client escalation.

Adapts quickly to changes in volume, staffing, client requirements, technology, policies, workflows, and program priorities while maintaining operational stability and a positive employee and patient experience.

Supervisory Responsibility

This position has direct supervisory responsibility for assigned Team Leads and may supervise or provide functional direction to other program support roles. Responsibilities include interviewing, selection input, onboarding support, goal setting, coaching, performance management, development, recognition, and disciplinary recommendations in partnership with Human Resources and appropriate leadership.

This role operates primarily in an onsite professional contact center environment in Indianapolis, Indiana. The position routinely uses a computer, telephone/headset, dual monitors, CRM/case management systems, telephony and workforce tools, quality-monitoring applications, reporting platforms, and multiple client or payer systems. The Manager is expected to maintain a visible leadership presence on the contact center floor and collaborate closely with onsite and remote support functions.

Physical Demands

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

The position involves sitting, standing, walking throughout the contact center, speaking, hearing, typing, viewing computer screens, and participating in meetings for extended periods. Occasional lifting or movement of light office materials may be required.

Position Type/Expected Hours of Work

This is a full-time, exempt position. The contact center is expected to operate across an approximately 8:00 a.m. to 8:00 p.m. coverage window, and the Manager must be able to flex work hours as needed to support opening and closing coverage, multiple shifts, training waves, escalations, client meetings, peak volumes, and other business requirements. Occasional weekend or holiday support may be required based on program needs.

Travel

Limited travel may be required for client meetings, training, implementation activities, or other business needs.

Qualifications

Required Education and Experience

Bachelor's degree in Business Administration , Healthcare Administration, Human Resources, Operations, or a related field, or equivalent combination of education and relevant experience.

Five or more years of progressive contact center, patient services, healthcare operations, pharmacy-support , insurance, or related customer operations experience, including at least two years of direct people-leadership responsibility.

Demonstrated experience managing contact center performance through service levels, productivity, quality, schedule adherence, attendance, staffing, coaching, and other operational metrics, with the ability to interpret data and take corrective action.

Working knowledge of U.S. healthcare 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.

Strong leadership, client-facing communication, problem-solving, organizational, and analytical skills, with proficiency in contact center technology, CRM/case management systems, workforce and reporting tools, and Microsoft Office applications.

Preferred Education and Experience

Experience leading a healthcare, pharmacy, patient-access, patient-support, or regulated contact center operation, particularly in a client-service, outsourcing, or business-process environment.

Certified Pharmacy Technician ( CPhT ) certification is preferred. CPhT stands for Certified Pharmacy Technician; certification through the Pharmacy Technician Certification Board (PTCB) or another nationally recognized certifying organization is preferred. Active state pharmacy technician registration or licensure is also preferred where applicable.

Spanish-speaking/English bilingual proficiency is preferred, particularly when supporting programs with bilingual patient-service requirements.

Experience with new-site or new-program launches, rapid staffing ramps, multi-shift operations, workforce planning, quality calibration, continuous improvement, or client business reviews is preferred.

Additional Eligibility Qualifications

Ability and willingness to complete all required Omega, client, and program training, including privacy, security, systems, quality, leadership, emotional sensitivity, and program-specific training as applicable.

Ability to maintain confidentiality, exercise sound judgment, manage sensitive employee and patient matters appropriately, and work effectively across Operations, Quality, Training, Workforce Management, Human Resources, IT, Compliance, and client teams.

Required Skills

• CPHT
• Call Center
• Contact Center
• Leadership
• Pharmacy

About Us

Founded in 2003, Omega Healthcare Management Services® (Omega Healthcare) empowers healthcare to thrive via intelligent solutions that optimize revenue cycle operations, administrative workflows, care coordination, and clinical research on a global scale. The company works with providers, payers, life science companies, medical device manufacturers, health technology firms, researchers, and industry partners to amplify teams with robust technology, specialty expertise, and operational support. Omega Healthcare serves more than 350 healthcare organizations with 35,000 skilled workers in the United States, India, Colombia, and the Philippines. For more information, visit www.omegahms.com

We offer a comprehensive benefits package that may include health, dental, and vision coverage, voluntary insurance options, a 401(k) plan with employer match, professional development opportunities, paid time off, and holiday pay. Eligible employees may also have the opportunity to participate in bonus programs, commissions, or other variable incentive plans. Benefits and incentive eligibility may vary based on position, location, and tenure.

AAP/EEO Statement

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

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 job application, interview, or any other part of the hiring process, please contact Human Resources at [e-mail] .