The client is looking at hiring a Assistant Manager – Healthcare Contact Center Operations for their team at Guadalajara, Mexico.

The Assistant Manager – Healthcare Contact Center & Patient Scheduling is responsible for day-to-day operational leadership of a centralized patient access contact center supporting U.S. healthcare system scheduling and patient engagement workflows. This role typically manages team leads and front-line associates and supports the Manager in achieving overall account and process objectives.

This role ensures consistent achievement of client and the organization service levels while delivering an efficient, accurate, and patient-centered experience across inbound and outbound interactions. The leader partners closely with client stakeholders and internal support teams to optimize staffing, scheduling workflows, quality, technology adoption, and continuous improvement.

RESPONSIBILITIES:

Team Management & Leadership:
- Lead, coach, and develop front-line leaders and associates supporting patient scheduling and contact center operations.




- Monitor staffing, capacity, schedule adherence, attendance, utilization, and productivity to ensure appropriate coverage across operating hours and call-volume surges.
- Conduct regular performance reviews, coaching sessions, skip-level discussions, and team engagement activities.
- Build leadership capability and succession plans while reinforcing company values, accountability, and a strong patient-service culture.
- Partner with Training, Quality, Workforce Management, HR, and IT to address performance gaps and maintain operational readiness.

Contact Center & Patient Scheduling Operations:
- Oversee inbound and outbound patient interactions for appointment scheduling, rescheduling, cancellations, appointment confirmation, referral coordination, and related patient access activities within the client-defined scope.
- Ensure associates follow health-system scheduling protocols, provider templates, visi

📌 Assistant Manager – Healthcare Contact Center Operations (Jalisco)
🏢 iSoft Globl
📍 Jalisco