Healthcare Call Center Manager

Liveops, Inc.

full-time

Posted on:

Location Type: Remote

Location: Alabama • Arizona • United States

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About the role

  • 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
  • Wellness program
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisperformance managementcoachingprocess optimizationpatient engagementcase managementregulatory compliancequality assurancestrategic recommendationsperformance metrics
Soft Skills
leadershipcommunicationanalytical thinkingcritical thinkingemployee engagementcollaborationaccountabilitypresentation skillsoperational excellenceproblem-solving