About this role
Client Relationship Management
- Serve as the executive operational leader for assigned clients and patient support programs.
- Conduct regular business reviews and strategic meetings with client leadership to review performance, identify opportunities, and strengthen partnerships.
- Ensure proactive communication regarding operational performance, staffing plans, service enhancements, risks, and mitigation strategies.
- Partner with clients to develop solutions that improve patient experiences, operational efficiency, regulatory compliance, and service delivery outcomes.
- Maintain strong executive-level relationships that support client retention, satisfaction, and business growth.
Workforce & Leadership Development
- Provide leadership and oversight for Senior Managers, Managers, Supervisors, Team Leads, and support personnel within the Patient Support Contact Center.
- Build high-performing teams through effective hiring, coaching, mentoring, performance management, succession planning, and employee development.
- Establish performance expectations and accountability measures for leaders and frontline teams.
- Promote employee engagement, retention, leadership development, and a culture of continuous improvement.
- Identify future leadership talent and implement development plans to support organizational growth
Key Success Indicators
- Achievement of service level agreements (SLAs) and client performance commitments.
- High patient and client satisfaction scores.
- Consistent achievement of quality, productivity, and operational goals.
- Strong employee engagement and leadership bench strength.
- Successful implementation of new programs, clients, and business initiatives.
- Effective management of departmental financial performance and budgets.
- Positive client retention, relationship growth, and contract expansion.
- Demonstrated operational excellence and continuous improvement outcomes.
Supervisory Responsibility
Directly supervises Senior Managers, Managers, and other operational leaders.
Indirectly oversees Supervisors, Team Leads, Patient Support Representatives, Trainers, Workforce Management personnel, Quality teams, and operational support staff.
Responsible for hiring, coaching, performance management, employee development, disciplinary actions, succession planning, organizational design, and workforce strategy.
Work Environment
This role operates onsite in a professional contact center environment in Indianapolis, Indiana. The position routinely uses classroom and conference-room technology, computers, telephone/headset equipment, dual monitors, CRM/case management systems, telephony applications, payer or pharmacy benefit systems, learning platforms, presentation tools, and other client or Omega systems. The Trainer is expected to maintain a visible presence with new hires and production teams during training and nesting activities.
Physical Demands
The physical demands are representative of those required to perform the essential functions of this role.
The position involves sitting, standing, walking, speaking for extended periods, listening, typing, viewing computer screens, facilitating classroom activities, and moving throughout the training and contact center environment. Occasional lifting or movement of light training or office materials may be required.
Position Type/Expected Hours of Work
This is a full-time, exempt, onsite position in Indianapolis, Indiana. The contact center is expected to operate across an approximately 8:00 a.m. to 8:00 p.m. coverage window.
Required Education and Experience
- Working knowledge of U.S. healthcare insurance and pharmacy-support concepts, including copays, deductibles, coinsurance, out-of-pocket maximums, benefit verification, pharmacy claim responses, coordination of benefits, prior authorization status support, and common claim-rejection scenarios.
- Bachelor's degree in Healthcare Administration, Business Administration, Operations Management, or related field, or an equivalent combination of education and directly related experience.
- 8-10 years of progressive experience in contact center, patient services, workforce management, customer service, RCM, patient access, or healthcare operations.
- 5+ years of leadership experience managing managers, supervisors, or multiple teams.
- Demonstrated responsibility for:
- Large team oversight (50+ employees; often 100-500+ in larger environments)
- Operational metrics (ASA, SLA, quality, productivity, adherence, abandonment, CSAT)
- Budget management
- Client or executive stakeholder management
- Workforce planning and staffing strategies
Preferred Experience
- 10-15+ years of relevant experience
- 3-5+ years at a Director or Senior Manager level
- Experience leading:
- Multi-site or remote call center operations
- Healthcare contact centers , patient support centers , scheduling centers , patient access, payer services, or RCM operations
- New client implementations and operational scaling
- Technology transformation, automation, AI, CRM, telephony, and workforce management systems