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OpenLoop is a telehealth platform that powers virtual care delivery at scale across all 50 states. As Director of Patient Services Operations, you will own the operational backbone of the Patient Services function—Training & Enablement, Patient Billing, and Workforce Management—consolidating currently siloed functions into a cohesive, scalable operating model.
You will diagnose and remediate the current-state operation by establishing clear ownership, closing process gaps, and documenting workflows. You'll design the future-state operating model and sequence the roadmap to raise operational capability. Key responsibilities include: building a systemic training and enablement model that accelerates agent ramp and improves patient outcomes; streamlining patient billing operations across varied client terms and billing cycles; establishing a data-driven workforce management practice with forecasting, capacity planning, and scheduling; governing BPO vendor performance through scorecards and quality standards; and partnering cross-functionally with Implementation, Customer Success, and Enterprise Technology to ensure workflows and technical capabilities are built proactively.
You will lead a team including a Manager of Training, Workforce Management Analyst, and Patient Billing team members, coaching them to own solutions and build sustainable capability. You'll partner with Business Intelligence to define metrics and dashboards that make SLA attainment, quality, and cost-to-serve visible weekly. You must safeguard clinical integrity and compliance (HIPAA/PHI handling, documentation standards) in partnership with Clinical Affairs and Legal/Compliance.
This is a hands-on builder's role requiring deep operational expertise. You'll go into the weeds to understand what's actually happening, prescribe fixes, and bring owners along so improvements stick. You're comfortable with ambiguity, operate on trust-but-verify, and set clear expectations with real accountability.
Required: Bachelor's degree or equivalent; 8+ years in healthcare, contact-center, or patient/customer operations with 3+ years leading managers or multi-function teams (Training, WFM, QA, Billing/RCM); proven track record building operational infrastructure at scale in high-growth environments; hands-on experience in high-volume call center environments; experience managing outsourced/BPO delivery to SLAs; fluency in workforce management concepts; experience owning or overseeing training/enablement for front-line teams; healthcare compliance fluency (HIPAA/PHI); excellent communication and accountability skills aligned to company values.
Preferred: Healthcare or healthcare-adjacent operations background in B2B2C models; international BPO management experience; billing operations experience in subscription or recurring-billing environments with client-specific terms; familiarity with patient-support and contact-center tools (Healthie, Zoho Desk, Amazon Connect, Zoho Analytics/Tableau) and enablement platforms (Confluence, Litmos); experience driving automation or self-service to deflect contact volume.
