Manager Patient Support

- quality, and employee performance matters.

- Identify performance, retention, engagement, attendance, and capability risks and partner with Human Resources and leadership on appropriate interventions, documentation, corrective action, and retention strategies.

- Promote a professional, inclusive, accountable, and patient-centered culture and ensure consistent communication of operational priorities, process changes, client updates, and organizational expectations across the team.

Quality, Compliance, Client Partnership & Continuous Improvement

- Partner with Quality and Training to review quality results, critical errors, recurring knowledge gaps, complaint themes, calibration outcomes, and coaching effectiveness and ensure timely remediation of identified issues.

- Ensure adherence to HIPAA, privacy, information security, patient identity verification, approved scripts, client procedures, pharmacy-support workflows, and escalation requirements, including prompt escalation of material compliance or patient-safety concerns.

- Serve as a primary operational point of contact for assigned client stakeholders, communicate performance and risks clearly, participate in business reviews and operational meetings, and ensure commitments and follow-up actions are completed on time.

- Review operational data and root causes to identify opportunities to improve workflow efficiency, patient experience, quality, staffing effectiveness, documentation, training, technology utilization, and first-contact resolution.

- Support new program launches, staffing ramps, process changes, client transitions, technology implementations, audits, and other operational initiatives by coordinating cross-functional readiness, risks, dependencies, and execution plans.

Key Success Indicators/Attributes

- Achieves or exceeds assigned client and operational performance targets while maintaining appropriate balance among patient experience, quality, compliance, productivity, and cost.

- Maintains stable staffing and strong schedule execution through disciplined workforce planning, attendance management, hiring coordination, and proactive management of attrition and backfill needs.

- Builds effective frontline leadership and promotes consistent coaching, accountability, communication, and performance management across the program.

- Uses data, trend analysis, and sound judgment to identify operational risks early, determine root causes, establish corrective actions, and drive measurable improvement.

- Communicates effectively with employees, leaders, clients, and cross-functional partners and demonstrates strong judgment, discretion, professionalism, and follow-through in a fast-paced healthcare contact center environment.

- Demonstrates a strong working knowledge of healthcare, pharmacy benefit, copay, claim-support, and patient-service workflows and recognizes when issues require specialized, clinical, legal, compliance, or client escalation.

- Adapts quickly to changes in volume, staffing, client requirements, technology, policies, workflows, and program priorities while maintaining operational stability and a positive employee and patient experience.

Supervisory Responsibility

This position has direct supervisory responsibility for assigned Team Leads and may supervise or provide functional direction to other program support roles. Responsibilities include interviewing, selection input, onboarding support, goal setting, coaching, performance management, development, recognition, and disciplinary recommendations in partnership with Human Resources and appropriate leadership.

Work Environment

This role operates primarily in an onsite professional contact center environment in Indianapolis, Indiana. The position routinely uses a computer, telephone/headset, dual monitors, CRM/case management systems, telephony and workforce tools, quality-monitoring applications, reporting platforms, and multiple client or payer systems. The Manager is expected to maintain a visible leadership presence on the contact center floor and collaborate closely with onsite and remote support functions.

Physical Demands

The physical demands are representative of those required to perform the essential functions of this role.

The position involves sitting, standing, walking throughout the contact center, speaking, hearing, typing, viewing computer screens, and participating in meetings for extended periods. Occasional lifting or movement of light office materials may be required.

Position Type/Expected Hours of Work

This is a full-time, exempt position. The contact center is expected to operate across an approximately 8:00 a.m. to 8:00 p.m. coverage window, and the Manager must be able to flex work hours as needed to support opening and closing coverage, multiple shifts, training waves, escalations, client meetings, peak volumes, and other business requirements. Occasional weekend or holiday support may be required based on program needs.

Travel

Limited travel may be required for client meetings, training, implementation activities, or other business needs.

Required Education and Experience

- Bachelor's degree in Business Administration , Healthcare Administration, Human Resources, Operations, or a related field, or equivalent combination of education and relevant experience.

- Five or more years of progressive contact center, patient services, healthcare operations, pharmacy-support , insurance, or related customer operations experience, including at least two years of direct people-leadership responsibility.

- Demonstrated experience managing contact center performance through service levels, productivity, quality, schedule adherence, attendance, staffing, coaching, and other operational metrics, with the ability to interpret data and take corrective action.

- Working knowledge of U.S. healthcare 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.

- Strong leadership, client-facing communication, problem-solving, organizational, and analytical skills, with proficiency in contact center technology, CRM/case management systems, workforce and reporting tools, and Microsoft Office applications.

Preferred Education and Experience

- Experience leading a healthcare, pharmacy, patient-access, patient-support, or regulated contact center operation, particularly in a client-service, outsourcing, or business-process environment.

- Certified Pharmacy Technician ( CPhT ) certification is preferred. CPhT stands for Certified Pharmacy Technician; certification through the Pharmacy Technician Certification Board (PTCB) or another nationally recognized certifying organization is preferred. Active state pharmacy technician registration or licensure is also preferred where applicable.

- Spanish-speaking/English bilingual proficiency is preferred, particularly when supporting programs with bilingual patient-service requirements.

- Experience with new-site or new-program launches, rapid staffing ramps, multi-shift operations, workforce planning, quality calibration, continuous improvement, or client business reviews is preferred.

Additional Eligibility Qualifications

- Ability and willingness to complete all required Omega, client, and program training, including privacy, security, systems, quality, leadership, emotional sensitivity, and program-specific training as applicable.

- Ability to maintain confidentiality, exercise sound judgment, manage sensitive employee and patient matters appropriately, and work effectively across Operations, Quality, Training, Workforce Management, Human Resources, IT, Compliance, and client teams.