Stephen Kennedy
Senior Call Center Manager @ Inizio Engage | Driving Patient Support Solutions
- Role
- Senior Call Center Manager, Pharmaceutical Patient Solutions at Inizio Engage
- Location
- Morgantown, WV, US
- LinkedIn followers
- 500 followers
About Stephen Kennedy
Operations leader with 15+ years of experience building, scaling, and optimizing healthcare and pharmaceutical contact center organizations supporting patient access, clinical programs, and customer engagement. Currently leading enterprise-level patient solutions operations with responsibility for workforce planning, performance strategy, client delivery, and regulatory compliance.Expert in translating business objectives into measurable operational outcomes, aligning KPIs to SLAs, and developing leaders who consistently exceed performance expectations. Trusted partner to clients and internal stakeholders, with a strong track record of CRM transformation, SOP standardization, and remote workforce optimization.Leadership & Strategic Focus AreasEnterprise Contact Center & Patient Solutions OperationsDirector-Level Team Leadership (100+ FTE, remote & hybrid)KPI, SLA, Budget & Capacity PlanningCRM & Technology Transformation (Salesforce, NICE inContact)SOP / WI Governance & ComplianceClient Management, MSAs & SOWsClinical & Non-Clinical Workforce Integration
Experience
Senior Call Center Manager, Pharmaceutical Patient Solutions
Feb 2025 — Present · Philadelphia, PA, US
Provide enterprise-level operational leadership for pharmaceutical patient support programs, overseeing ~100 FTE across clinical and non-clinical functionsOwn workforce planning, performance strategy, KPI governance, and client delivery for Welcome Specialist and Nurse Partner programsLead senior supervisors and managers, ensuring alignment to SLAs, regulatory standards, and client expectationsDrive operational scalability and service consistency across fully remote teams
Education
Salem University
Master of Business Administration (MBA), International Business
2012 — 2013
Alderson Broaddus University
Bachelor's degree, Business Administration and Management, General
2006 — 2011
Alderson Broaddus University
Bachelor's degree, Marketing/Marketing Management, General
2007 — 2011
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.