Director, Patient Services Operations

🕒 August 14

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

⚙️ Operations

👻 Ghost score 10%

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OpenLoop

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

💼 Consulting

⚖️ Legal

📦 Logistics

💰 $15M Series A - OpenLoop Health on 2023-03

Consulting • Legal • Logistics

OpenLoop is a white-label telehealth platform and managed services provider that helps organizations launch and scale virtual care programs. It combines SaaS-based, brandable technology (scheduling, booking, payments, EHR/API integrations) with clinical staffing, credentialing, payer coverage and RCM, regulatory/legal support, and 24/7 patient support. OpenLoop serves health plans, hospitals and health systems, retailers, employers and digital health companies with AI-powered operations, a nationwide clinician network and broad insurance coverage including Medicare and Medicaid.

📋 Description

• Own the Patient Services operational backbone across Training & Enablement, Patient Billing, and Workforce Management. • Establish standards, playbooks, SLAs, ownership, documented workflows, and process improvements. • Design the future-state operating model and sequence the operational roadmap. • Lead the Patient Services training and enablement model. • Streamline patient billing operations across varied client terms, refund policies, and billing cadences. • Build workforce management practices covering forecasting, capacity planning, scheduling, and adherence. • Govern BPO vendor performance, scorecards, quality standards, train-the-trainer enablement, and volume/coverage models. • Partner with pod leaders and cross-functional teams to improve client and patient outcomes. • Lead and develop the Manager, Training; Workforce Management Analyst; and Patient Billing team. • Partner with Business Intelligence on metrics, dashboards, and weekly leadership reporting. • Safeguard clinical integrity and compliance, including HIPAA/PHI handling, documentation standards, and escalation pathways. • Perform other duties as assigned.

🎯 Requirements

• Bachelor's degree or equivalent practical experience. • 8+ years in healthcare, contact-center, or patient/customer operations. • 3+ years leading managers or multi-function teams, including Training, WFM, QA, or Billing/RCM. • Proven track record building operational infrastructure at scale, including staffing and capacity models, SOPs, quality programs, and reporting. • Hands-on experience in a high-volume call center environment; able to discuss operated contact volumes and complexity. • Experience managing outsourced/BPO delivery to SLAs and quality standards. • Fluency in workforce management concepts and ability to turn data into staffing and process decisions. • Experience owning or overseeing a training/enablement function for front-line teams. • Healthcare compliance fluency, including HIPAA/PHI. • Excellent communication, direction-setting, explanation of rationale, and team accountability skills. • Preferred: healthcare or healthcare-adjacent operations background, ideally in a B2B2C model. • Preferred: international BPO management experience. • Preferred: subscription or recurring-billing operations experience with client-specific terms. • Preferred: familiarity with Healthie, Zoho Desk, Amazon Connect, Zoho Analytics/Tableau, Confluence, and Litmos. • Preferred: experience driving automation or self-service to deflect contact volume. • Visa sponsorship requirement must be disclosed in the application.

🏖️ Benefits

• Medical, Dental, and Vision plans • Flexible Spending/Health Savings Accounts • Flexible PTO • 401(k) + Company Match • Life Insurance • Pet insurance • Flat organizational structure • Autonomy, Competence and Belonging culture