Manager, Patient Engagement & Workforce Operations
iSupport Worldwide · Pasig City · PHP 70,000/month (stated in the posting)
Manager, Patient Engagement & Workforce Operations
Department: Growth
Reports to: Director, Patient Outreach and Call Center
Location: Manila, Philippines, onsite at the partner facility
Employment Type: Full-time
Travel Requirement: Quarterly travel to the United States
Work Arrangement: Employed by the client’s Philippine partner
What is your mission?
Job Summary:
We are looking for a hands-on Manager, Patient Engagement & Workforce Operations to establish and lead an onsite patient outreach operation in Manila. You will manage patient engagement, workforce planning, service delivery, hiring, and an AI-enabled service model while coaching the team, handling outreach calls, and translating U.S. healthcare strategy into effective Philippine operations.
Responsibilities
- Establish and manage the client’s Philippine patient outreach operation, covering ramp-up, workforce planning, performance, service delivery, and steady-state operations.
- Lead the onsite team of supervisors, team leaders, and agents while coaching employees according to the client’s quality, clinical, and patient-experience standards.
- Handle patient outreach and engagement calls alongside the team, model effective call practices, and maintain a patient-first approach.
- Build call-handling processes and outreach cadences that keep chronic-care patients engaged and supported between clinical visits.
- Analyze reach, activation, satisfaction, and patient-outcome data to improve engagement strategies and team performance.
- Own operational performance across service level, quality, attrition, ramp velocity, and unit economics.
- Conduct weekly QA calibration with the Director, Patient Engagement, and ensure consistent application of performance and patient-experience standards.
- Lead root-cause analysis and corrective-action planning for missed SLAs, operational risks, and performance gaps.
- Track results against the original business case, report variances, and develop appropriate recovery plans.
- Forecast contact volume and build staffing and capacity plans that maintain service levels as demand changes.
- Manage scheduling, adherence, shrinkage, occupancy, intraday performance, and real-time queue activity.
- Reforecast staffing requirements based on volume and performance changes, connecting headcount plans to demand, capacity, cost, and the business case.
- Partner with Human Resources and Finance on workforce capacity, operating costs, Philippine labor compliance, and employment terms.
- Partner with local recruiters and the client’s interview team to maintain a consistent hiring standard as operations scale.
- Drive adoption of the client’s AI platform and help the operation maximize available tools without establishing separate or competing systems.
- Collaborate with Product and Engineering on AI integration, tracking deflection, escalation, and quality impact and supporting quarterly improvements.
- Maintain frequent check-ins with the Director during the initial ramp, transitioning to an appropriate steady-state operating cadence.
- Develop local leaders in the client’s standards, voice, operational expectations, and patient-first approach.
- Translate operational insights into scalable improvements to systems, processes, and workflows.
- Serve as the onsite contact for the client’s Philippine functions, coordinating local facilities, culture, partner relationships, and day-to-day operational needs.
- Support additional functions launching in the Philippines while collaborating with the U.S.-based leaders who manage those teams.
Working Arrangement and Eligibility
This is a full-time, onsite position based at the partner facility in Manila. The successful candidate will be employed by the client’s Philippine partner and must already be authorized to work in the Philippines.
The role requires a valid U.S. visa and quarterly travel to the client’s U.S. offices. U.S. relocation is not available.
Requirements
Who are we looking for?
- At least 7 years of progressive call center operations leadership experience, including direct leadership of a team of at least 25 employees.
- Direct experience establishing a new offshore engagement from RFP through go-live and steady-state operations in the Philippines.
- Demonstrated experience leading call center or BPO service delivery in scaling, fast-moving, or ambiguous environments.
- Experience supporting growth-stage operations and multi-phase expansions.
- Strong knowledge of U.S. healthcare, patient engagement, patient experience, and clinical care workflows.
- Healthcare BPO experience in patient access, patient services, revenue cycle, or care management is strongly preferred.
- Familiarity with U.S. healthcare requirements and workflows involving HIPAA, BAA, and PHI handling.
- Experience in digital health, Remote Patient Monitoring, or Chronic Care Management, together with an established Philippine BPO network, is preferred.
- Deep expertise in call center operations, performance management, SLA-driven delivery, KPI definition, and measurable operational improvement.
- Advanced workforce management capabilities encompassing forecasting, capacity planning, scheduling, adherence, shrinkage, occupancy, and real-time queue management.
- Working knowledge of AI-enabled service delivery, including agent assistance, transcription, deflection, and escalation, with the judgment to verify AI-generated output before relying on it.
- Strong analytical discipline, root-cause analysis, problem-solving, and execution capabilities.
- Ability and willingness to serve as a player-coach, including personally handling patient outreach calls while managing the overall operation.
- Ability to work onsite at the partner facility in Manila and authorization to work in the Philippines.
- A valid U.S. visa and availability for quarterly travel to the client’s U.S. offices.
- Strong cross-functional collaboration skills for working with U.S. leadership, Human Resources, Finance, Recruiting, Product, and Engineering.
- A patient-first leadership style, sound judgment, accountability, and the confidence to raise operational gaps and risks.
Benefits
Why you'll love it here?
- Free lunch meals, fruits, snacks, and beverages for employees assigned to onsite shifts.
- Access to an onsite gym with a complimentary professional fitness instructor.
- Weekly fitness activities and an annual fitness challenge with prizes of up to ₱70,000.
- Weekly employee engagement activities with prizes of up to ₱3,000.
- Free upskilling academy to support career growth and professional development.
- State-of-the-art office facilities and modern workstations.
- Access to employee amenities including sleeping quarters, game area, chat room, and shower rooms.
- Fun, collaborative, and employee-focused work environment.
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