LiveOps

Compensation

Full Description

Healthcare Call Center Manager, Client Results The Manager, Client Results is a key leadership role responsible for driving performance, developing future leaders, and delivering exceptional patient and client outcomes for a large‑scale case‑management program supporting a healthcare client. You will lead five District Leaders (frontline supervisors) and oversee a team of approximately 100 specialists who each manage a long‑term caseload of patients over an 18‑month journey. The Purpose of Your Role This role requires a leadership‑first mindset with strong operational acumen. You will cultivate a high‑accountability, high‑support environment where District Leaders grow in capability, specialists deliver consistent patient engagement, and the patient journey continuously improves through insight‑driven actions. As a primary client‑facing leader, you will present performance updates, insights, risks, and opportunities during monthly business reviews and quarterly business reviews (QBRs). The Qualifications We're Looking For • 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. The Competencies You Bring Individual Impact and Influence * Conceptual Thinking * Customer Focus * Decision Making * Financial Awareness * Management The Value You Deliver • 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. Essential Job Functions • Essential functions are the fundamental, crucial job duties that an employee must be able to perform, with or without reasonable accommodation. • Ability to sit or stand at a desk for extended periods while working on a computer. • Availability for virtual meetings in a distraction‑free environment. • Ability to work independently, prioritize multiple responsibilities, and meet deadlines. • Up to 20% travel required per year. • Lead teams in alignment with Liveops and client operating procedures and quality standards. About Liveops: Liveops partners with Fortune 500 brands to provide exceptional on-demand outsourced customer support, specializing in healthcare, retail, insurance, and financial services. Our people-first approach enables us to deliver high-quality, scalable solutions that help our clients exceed their customer service goals. As a Liveops employee, you'll be part of a collaborative, purpose-driven culture that values curiosity, innovation, and results. We pride ourselves on fostering an inclusive and supportive environment, with resources like our employee resource groups, wellness program, and other initiatives that empower employees to thrive personally and professionally. Liveops offers excellent benefits, including comprehensive insurance, a 401(k) match, and a flexible vacation plan, ensuring balance and well-being for our team members. Eligibility Requirements Eligible States for Employment; Alabama, Arizona, Florida, Georgia, Idaho, Indiana, Kansas, Michigan, Mississippi, Missouri, Nebraska, North Carolina, Ohio, Oklahoma, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Wisconsin. Legal authorization to work in the U.S. is required. We will not sponsor individuals for employment visas now or in the future. Equal Opportunity Employer