Manager, Patient Engagement & Workforce Operations

Employment: Full-time Experience: Mid-Senior level Education: Bachelor's Degree 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.