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OpenLoop is a telehealth support solutions company founded to bring care anywhere, streamlining go-to-market care delivery for companies offering virtual support to patients across all 50 states.
You will join the Medical Operations team as a Senior Provider Support Specialist, serving as the escalation point for the Provider Support team. This non-clinical, provider-facing role exists to support providers operationally and resolve complex, non-routine, or unresolved provider questions and requests.
Key responsibilities include:
- Serve as the escalation point for Level III provider support, taking on complex questions that Levels I and II cannot resolve
- Own escalated requests end-to-end until resolution, coordinating across Credentialing, Licensing, Clinical Leadership, Quality, IT, Scheduling, and Customer Success
- Operate autonomously across all provider support workflows, engaging your manager only for exceptions or policy changes
- Tailor responses within established policy when standard answers don't fit the provider's situation
- Act as the subject-matter expert on provider workflows, systems, internal ownership, and escalation paths
- Identify patterns across provider questions and escalations, determine root causes, and propose process improvements to reduce repeat volume and misrouted requests
- Support refinement of provider support processes and contribute to runbooks, response guides, and training materials
- Mentor Provider Support Specialists I and II, providing real-time guidance and raising team quality
- Provide operational coverage during assigned evening and weekend hours (CST) and participate in scheduled holiday and escalation coverage
OpenLoop operates with a relatively flat organizational structure where everyone is encouraged to bring ideas and make things happen, aligned with core values of Autonomy, Competence, and Belonging.
REQUIREMENTS:
- 3–5 years of experience in provider support, healthcare operations, clinical operations support, or comparable support function (telehealth experience preferred)
- Bachelor's Degree in Healthcare Administration, Business Administration, Health Services Management, or related field, or equivalent experience
- Recognized subject-matter expertise in provider-facing operational support
- Fully autonomous across end-to-end workflows; ability to distinguish true exceptions from routine requests
- Demonstrated ability to identify patterns across requests and initiate improvements that measurably reduce errors, repeat questions, or misrouted escalations
- Consistent track record of mentoring peers and raising work quality
- Strong working knowledge of clinical operations organization (credentialing, licensing, onboarding, scheduling, quality, technology ownership)
- Comfortable holding the line on compliance and quality under pressure
- Clear written communication for both providers and internal partners
- Proficiency with Google Workspace, Slack, ticketing systems (e.g., Zoho Desk), EMR platforms (e.g., Healthie), Okta, and Confluence
- Experience supporting a multi-state, contracted (1099) provider network is a strong plus
