Healthcare Call Center Manager

Role Overview

• Lead a team of 5 District Leaders and approximately 100 patient-support specialists, ensuring high-quality engagement across the 18-month patient lifecycle.
• Develop future leaders by coaching, observing, and building capabilities in performance management, leadership behaviors, communication, and operational excellence.
• Drive performance outcomes across all key metrics, including patient engagement, outreach cadence, case progression, quality, and overall patient satisfaction.
• Use data and insights to identify trends, risks, capacity challenges, and opportunities to improve the patient journey.
• Partner with Workforce Management, Data and Analytics, and Client Results leadership to ensure alignment on capacity, performance, and cohort-based caseload dynamics.
• Present program insights and performance to clients during monthly meetings and QBRs, including strategic recommendations to enhance patient experience and client ROI.
• Ensure District Leaders maintain strong performance routines, including touchpoints, side-by-sides, coaching documentation, and quality assurance.
• Support continuous improvement, leveraging feedback, analytics, and process optimization to remove friction in the patient journey.
• Ensure compliance with client and regulatory guidelines, maintaining high standards of accuracy, professionalism, and patient privacy.
• Build a culture of accountability, support, and trust, ensuring that specialists feel informed, supported, and aligned with program goals.
• Collaborate cross-functionally to ensure seamless service delivery and proactive risk mitigation.
• Represent Liveops professionally in all client interactions and internal leadership meetings.

Requirements

• Bachelor’s Degree preferred, or equivalent work experience in healthcare, patient support, client services, or operations leadership.
• 5+ years of leadership experience, including managing leaders who oversee frontline staff (e.g., supervisors, team leads).
• Proven experience leading teams in patient-support programs, healthcare insurance navigation, pharmaceutical case management, or similar regulated environments (highly preferred).
• Demonstrated ability to develop leaders, coach performance, and create accountability routines that support long-term success.
• Experience presenting to internal and external stakeholders, including clients, with the ability to translate complex information into actionable insights.
• Strong analytical and critical-thinking skills with the ability to identify performance gaps and root causes.
• Experience driving employee engagement, coaching behaviors, and performance culture within large teams.
• Ability to manage competing priorities, operate in highly regulated settings, and lead in a fast-paced, dynamic environment.
• Excellent communication, documentation, and presentation skills.

Benefits

• Comprehensive insurance
• 401(k) match
• Flexible vacation plan
• Employee resource groups
• Wellness program