# Manager, Patient Engagement & Workforce Operations > iSupport Worldwide · Pasig, Philippines · Full-time · Posted 2026-10-05 **Salary:** Up to unknown currency 140,000 **Workplace:** on_site **Department:** Sales ## Description ### 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. ## Apply [Apply at iSupport Worldwide](https://apply.workable.com/isupport-worldwide/j/CE520EC9FE/apply) --- Powered by [Workable](https://www.workable.com)