Patient Support Operations Leader

Omega Healthcare Management Services Pvt. Ltd.; Indianapolis (IN); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Health insurance

401(k) with employer match

Paid time off

Professional development

Job summary

Omega Healthcare Management Services, a healthcare operations leader in the Indianapolis area, seeks a Manager of Operations for a professional contact center environment. The role requires overseeing performance, coaching, and quality initiatives across teams to meet client expectations and regulatory requirements.

You will drive staffing, training, and process improvements, while maintaining patient experience and compliance.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years in progressive contact center/healthcare operations roles.
• 2+ years of direct people-leadership responsibility.
• Experience managing contact center performance metrics and data-driven remediation.
• Knowledge of U.S. healthcare/pharmacy-support concepts.

Responsibilities

• Identify performance, retention, engagement, attendance, and capability risks and partner with HR/leadership on interventions and retention strategies.
• Promote inclusive, accountable culture and communicate priorities and client updates across the team.
• Review quality results, coaching effectiveness, and remediation plans with Quality/Training teams.
• Ensure HIPAA/privacy/compliance and escalate patient-safety concerns as needed.
• Lead cross-functional readiness for program launches, staffing ramps, and client transitions.
• Review operations data to improve workflow, patient experience, quality, and efficiency.

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

MS Office

Workforce management tools

Job description

Omega Healthcare Management Services, a healthcare operations leader in the Indianapolis area, seeks a Manager of Operations for a professional contact center environment. The role requires overseeing performance, coaching, and quality initiatives across teams to meet client expectations and regulatory requirements.

You will drive staffing, training, and process improvements, while maintaining patient experience and compliance.