Healthcare Operations Manager - BPO (w/ Valid US Visa)

Responsibilities

• 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.
  
  

• 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.