Director, Patient Services Operations

Job description

ABOUT OPENLOOP OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring care anywhere. Our telehealth support solutions are thoughtfully designed to streamline and simplify go-to-market care delivery for companies offering meaningful virtual support to patients across an expansive array of specialties, in all 50 states. About the Role OpenLoop's mission is to bring care anywhere by powering telehealth solutions at scale. Patient Services is the front door to that care — and as we've scaled, the operational engine behind it has grown faster than the structure supporting it. The Director, Patient Services Operations owns that engine: Training & Enablement, Patient Billing, and Workforce Management. This is a builder's seat — you'll consolidate functions that have lived in silos, fix what's broken in the current operation, and design the operating model that gets patients faster, more consistent resolution regardless of which client or pod they sit behind. What You'll Do - Own the Patient Services operational backbone end-to-end — Training & Enablement, Patient Billing, and Workforce Management — including the standards, playbooks, and SLAs that make delivery consistent across all pods. - Diagnose and clean up the current-state operation: establish clear ownership, close process gaps, and build the documented workflows the department is missing today. - Design the future-state operating model and sequence the roadmap to get there — not just stabilizing the operation, but raising what it's capable of. - Own the vision for Patient Services training and enablement: a systemic education model that ramps agents faster, lifts quality, and drives quicker, more holistic patient outcomes. - Own patient billing operations, streamlining against the reality of varied client terms, refund policies, and billing cadences (4-, 8-, and 12-week cycles across refills and new intakes). - Build a real workforce management practice — forecasting, capacity planning, scheduling, and adherence across OpenLoop and BPO staff — replacing reactive staffing with a data-backed model. - Govern BPO vendor performance: scorecards, quality standards, train-the-trainer enablement, and the volume/coverage model that keeps SLAs intact. - Partner closely across Patient Services — pod leaders and their teams — translating operational efficiencies into better client and patient outcomes, so improvements to the backbone show up in the experience patients actually have. - Partner cross-functionally with Implementation, Customer Success, Supply Chain/Pharmacy, and Enterprise Technology to ensure patient-impacting workflows, queues, and technical capabilities are built proactively — before they become escalations. - Lead and develop the team — Manager, Training; Workforce Management Analyst; and the Patient Billing team — coaching directly responsible owners so fixes stick and capability compounds. - Partner with Business Intelligence to define the metrics, dashboards, and reporting that make SLA attainment, quality, and cost-to-serve visible to leadership weekly. - Safeguard clinical integrity and compliance — HIPAA/PHI handling, documentation standards, and escalation pathways — in partnership with Clinical Affairs and Legal/Compliance. - Other duties as assigned. Who You Are You're a hands-on operator, not a hands-off one. You go into the weeds to understand what's actually happening before you prescribe a fix, and when you fix something, you bring the owner along so it never becomes yours alone. You've built operational structure where none existed, you're comfortable with ambiguity and shifting priorities, and you operate on trust-but-verify — clear expectations, real accountability, no surprises. Required Qualifications - Bachelor's degree or equivalent practical experience. - 8+ years in healthcare, contact-center, or patient/customer operations, including 3+ years leading managers or multi-function teams (Training, WFM, QA, or Billing/RCM). - Proven track record building operational infrastructure at scale — staffing and capacity models, SOPs, quality programs, and reporting — in a high-growth environment. - Hands-on experience in a high-volume call center environment; able to speak to the contact volumes and complexity you've operated at. - Experience managing outsourced/BPO delivery to SLAs and quality standards. - Fluency in workforce management concepts and comfort turning data into staffing and process decisions. - Experience owning or overseeing a training/enablement function for front-line teams. - Healthcare compliance fluency (HIPAA/PHI); calm and rigorous under escalation. - Excellent communicator who sets direction, explains the "why," and holds a team accountable — aligned to OpenLoop's values. Preferred Qualifications - Healthcare or healthcare-adjacent operations background, ideally in a B2B2C model (serving clients who serve the end patient/consumer). - International BPO management experience (not solely domestic customer-service vendors). - Billing operations experience in a subscription or recurring-billing environment with client-specific terms. - Familiarity with patient-support and contact-center tooling (Healthie, Zoho Desk, Amazon Connect, Zoho Analytics/Tableau) and enablement platforms (Confluence, Litmos). - Experience driving automation or self-service to deflect contact volume. OUR BENEFITS In addition, for salaried positions you would also be eligible for: - Medical, Dental, and Vision plans - Flexible Spending/Health Savings Accounts - Flexible PTO - 401(k) + Company Match - Life Insurance, Pet insurance, and more OUR COMPANY We have a relatively flat organizational structure here at OpenLoop. Everyone is encouraged to bring ideas to the table and make things happen. This fits in well with our core values of Autonomy, Competence and Belonging, as we want everyone to feel empowered and supported to do their best work. Sound like a good fit? We’d love to meet you.