Manager, Patient Engagement & Workforce Operations

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.