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.