The posting
What is your mission?
We are looking for a Manager, Patient Engagement & Workforce Operations to lead patient outreach, workforce planning, operational performance, and site operations supporting chronic-care patient engagement. This role oversees service delivery, staffing strategy, AI-enabled workflows, hiring partnerships, and continuous improvement initiatives while serving as the primary Philippines-based operational partner for U.S. stakeholders and supporting the growth of local operations.
You will provide the best service to our partner brands by performing these tasks:
- Lead patient outreach and engagement activities to ensure interactions align with the client's patient experience and clinical service standards.
- Build and optimize call-handling processes and outreach cadences that keep chronic-care patients engaged and supported between visits.
- Analyze patient engagement outcomes, including reach, activation, and satisfaction metrics, and implement improvements based on performance data.
- Handle patient outreach calls alongside the team to model service excellence and maintain visibility into day-to-day operations.
- Lead, coach, and develop supervisors, team leads, and frontline staff while reinforcing operational standards and a patient-first culture.
- Partner with recruitment teams on hiring initiatives, candidate selection processes, workforce growth planning, and maintaining hiring quality standards.
- Collaborate with Human Resources regarding labor compliance requirements and employment-related processes.
- Own operational performance metrics, including service levels, quality, attrition, ramp velocity, and unit economics.
- Conduct quality calibration activities with operational leadership and ensure consistent service delivery standards.
- Lead root-cause investigations, corrective actions, and recovery plans for missed service levels and operational performance gaps.
- Monitor performance against business objectives, analyze variances, and deliver operational recovery plans when necessary.
- Forecast contact volume and develop workforce plans to maintain service levels and support changing business demands.
- Manage scheduling, adherence, shrinkage, occupancy, and staffing utilization to ensure effective workforce coverage.
- Monitor intraday and real-time queue performance and adjust forecasts based on operational trends and changing demand.
- Partner with Human Resources and Finance on headcount planning, capacity management, and operational cost alignment.
- Drive adoption and optimization of the client's AI platform and maximize value from AI-enabled service delivery tools.
- Partner with Product and Engineering teams on AI integration initiatives and monitor deflection, escalation, and quality outcomes.
- Conduct regular operational check-ins with leadership and support the development of future leaders within the organization.
- Translate operational insights into scalable workflow, process, and system improvements.
- Serve as the primary Philippines-based point of contact for operational functions and collaborate closely with U.S.-based stakeholders.
- Coordinate site operations, facility-related activities, culture initiatives, partner relationships, and day-to-day operational requirements.
- Support the launch and expansion of additional functions in the Philippines in partnership with their respective U.S.-based leaders.
Requirements
Who are we looking for?
- Minimum 5 years of progressive call center or contact center operations leadership experience, including direct leadership of a 25+ person team.
- Direct experience establishing a new offshore engagement from RFP through go-live and managing operations on the ground in the Philippines.
- Experience leading growth-stage scaling initiatives and multi-phase operational expansions.
- Strong understanding of U.S. healthcare, patient engagement, patient experience, and care workflow operations.
- Expertise in contact center operations, performance management, SLA-driven service delivery, and KPI development.
- Workforce management expertise, including forecasting, capacity planning, scheduling, adherence management, shrinkage management, and occupancy planning.
- Familiarity with U.S. healthcare workflows, including HIPAA, BAA, and PHI handling requirements.
- Experience with AI-enabled service delivery, including agent assist, transcription, and deflection technologies, with the ability to validate outputs before relying on them.
- Healthcare BPO experience supporting patient access, patient services, revenue cycle, or care management functions is strongly preferred.
- Experience in digital health, RPM (Remote Patient Monitoring), or CCM (Chronic Care Management) environments is preferred.
- Valid visa permitting travel to the United States, with availability for quarterly U.S. travel.
- Strong analytical skills with demonstrated experience in root-cause analysis, operational problem-solving, and execution management.
- Demonstrated ability to lead service delivery teams in scaling, evolving, or ambiguous environments.
- Strong leadership, coaching, stakeholder management, collaboration, and communication skills.
- Hands-on leadership approach with willingness to actively participate in patient outreach activities when needed.
- Established network within the Philippine BPO community is an advantage.
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.
