Director Patient Support

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.

Founded in 2003, Omega Healthcare Management Services (Omega Healthcare) empowers healthcare to thrive via intelligent solutions that optimize revenue cycle operations, administrative workflows, care coordination, and clinical research on a global scale. The company works with providers, payers, life science companies, medical device manufacturers, health technology firms, researchers, and industry partners to amplify teams with robust technology, specialty expertise, and operational support. Omega Healthcare serves more than 350 healthcare organizations with 35,000 skilled workers in the United States, India, Colombia, and the Philippines. For more information, visit www.omegahms.com

We offer a comprehensive benefits package that may include health, dental, and vision coverage, voluntary insurance options, a 401(k) plan with employer match, professional development opportunities, paid time off, and holiday pay. Eligible employees may also have the opportunity to participate in bonus programs, commissions, or other variable incentive plans. Benefits and incentive eligibility may vary based on position, location, and tenure.

AAP/EEO Statement

Omega Healthcare is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, marital status, mental or physical disability, protected veteran status, and genetic information, or any other basis protected by applicable law. Omega Healthcare also prohibits harassment of applicants or employees based on any of these protected categories.

Omega Healthcare makes reasonable accommodations when needed for applicants and candidates with disabilities or religious observances. If reasonable accommodation is needed to participate in the job application, interview, or any other part of the hiring process, please contact Human Resources at employeerelationsus@omegahms.com.

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