Patient Support Center Operations Leader

Omega Healthcare Management Services Pvt. Ltd.; Indiana (PA); On-site; USD 90,000 - 130,000; Full time

Job summary

Omega Healthcare Management Services Pvt. Ltd. in Indianapolis, IN, is seeking a Manager, Patient Support Contact Center to lead day-to-day operations, drive performance, and ensure empathetic, compliant patient services across pharmacy and benefits workflows.

The role emphasizes staffing, training readiness, quality, and collaboration with client and internal teams to sustain a high-performing operation.

Qualifications

• Experience leading patient-support contact centers.
• Ability to manage multiple performance metrics and drive improvements.
• Strong collaboration with cross-functional teams (HR, IT, QA, Training).

Responsibilities

• Lead day-to-day contact center operations for the assigned program.
• Own performance against service levels, quality, and productivity metrics.
• Partner with Workforce Management to align staffing and coverage.
• Monitor queues, escalations, risks and coordinate resolution.
• Directly manage Team Leads and provide coaching and accountability.
• Ensure HIPAA, privacy, and compliant patient interactions.
• Support new program launches and client transitions.

Skills

Leadership

Performance management

Staff coaching

Workforce management

HIPAA compliance

Customer service

Quality assurance

Training and development

Scheduling

Tools

CRM software

Call center software

Job description

Omega Healthcare Management Services Pvt. Ltd. in Indianapolis, IN, is seeking a Manager, Patient Support Contact Center to lead day-to-day operations, drive performance, and ensure empathetic, compliant patient services across pharmacy and benefits workflows.

The role emphasizes staffing, training readiness, quality, and collaboration with client and internal teams to sustain a high-performing operation.