Patient Support Operations Manager

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

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.