Patient Lifecycle Communications Lead

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 is looking for a Patient Communications Lead to own and elevate the communications experience for patients across our rapidly growing white-label telehealth platform. OpenLoop supports more than 400,000 patients every month, and our mission is to deliver world-class care, anywhere. In this role, you will lead the creation of clear, thoughtful patient communications that help patients understand what is available to them within their care program, what they need to do next, and how to navigate their care experience with confidence. From onboarding flows and refill reminders to appointment communications and patient re-engagement, your work will directly shape how patients experience care through OpenLoop clients. This role requires a unique combination of lifecycle strategy, conversion-focused copywriting, analytical thinking, AI fluency, and deep empathy for the patient experience. You will work cross-functionally across Support, Customer Success, Product, Clinical Operations, and other internal teams to identify patient friction points, improve communications, and make the overall patient journey simpler, clearer, and more effective. For many patients, you will be the voice of their virtual care experience. What You'll Do - Patient Communications Ownership: Manage email and SMS communications for OpenLoop patients across multiple care programs, including onboarding flows, refill reminders, clinical appointment reminders, care coaching reminders, and other key patient touchpoints. - Lifecycle Messaging Strategy: Own and improve patient messaging across the full patient journey, ensuring patients understand their care program, know what steps to take next, and feel supported throughout their experience with OpenLoop clients. - Patient Experience Improvement: Work closely with Support, Customer Success, Clinical Operations, Product, and other internal teams to deeply understand patient questions, friction points, and recurring issues, then translate those insights into clearer communications and a better patient portal experience. - Patient Portal Advocacy: View the entire patient portal experience through the eyes of the patient, identifying opportunities every week to make the experience easier, clearer, and more intuitive. - Patient Voice Leadership: Serve as a strong advocate for the patient across internal teams, bringing a patient-first perspective to how we design communications, workflows, portal experiences, and lifecycle touchpoints. - Communication Framework Development: Help create communication frameworks for abandoned cart, patient re-engagement, refill, retention, and cross-sell programs. - Experimentation & Optimization: Run tests and experiments across patient messaging, cadence, channel, and timing to continuously improve engagement, conversion, retention, and patient outcomes. - Data-Driven Iteration: Use quantitative performance data and qualitative patient feedback to understand what is working, what is not, and where communications can better support patients in taking the right next step in their care journey. - Cross-Functional Collaboration: Partner closely with Support, Customer Success, Product, Clinical Operations, Marketing, and Operations to improve the end-to-end patient experience across OpenLoop client programs. - AI-Enabled Execution: Use AI tools and custom AI workflows to accelerate research, messaging development, analysis, and iteration across patient communications. Who You Are - 5+ years of lifecycle marketing or patient communications experience, ideally in healthcare, health tech, telehealth, SaaS, or another complex customer experience environment. - 5+ years experience with patient engagement, CRM, marketing automation, or lifecycle communication platforms. - Proven experience managing complex lifecycle programs that span multiple stages of the customer or patient journey, from onboarding and activation through retention, re-engagement, and expansion. - Strong conversion-focused copywriting experience, with the ability to deeply understand an audience, write messaging that feels clear and reassuring, and move people toward a desired action. - You are part copywriter, part lifecycle strategist, and part AI agent manager, with the ability to combine strong human judgment with AI-enabled workflows to improve speed, quality, and outcomes. - You are a power user of AI and are comfortable building custom AI agents or workflows informed by deep research, clear problem definition, desired outcomes, and ongoing performance data. - Strong analytical instincts, with the ability to use data, patient feedback, and lifecycle performance trends to improve messaging and patient experience over time. - Experience working cross-functionally with teams such as Support, Customer Success, Product, Clinical Operations, Marketing, and Operations. - Proven ability to translate patient issues and operational insights into better communications, clearer workflows, and improved digital experiences. - A builder mindset with a high degree of ownership, energy for experimentation, and strong attention to detail in execution. - You love solving hard, ambiguous problems collaboratively and take ownership not just over the work, but over the outcomes. - Experience in health tech, telehealth, digital health, or healthcare is a plus. - Experience with patient engagement, CRM, marketing automation, or lifecycle communication platforms is a plus. 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.