Note: The job is a remote job and is open to candidates in USA. OpenLoop provides telehealth support solutions that help companies deliver virtual care to patients across all 50 states. The Director, Patient Services Operations will lead Training & Enablement, Patient Billing, and Workforce Management, building scalable operating infrastructure, improving workflows, and ensuring consistent patient service delivery. The role also oversees BPO performance, cross-functional operational initiatives, team development, reporting, and healthcare compliance.
Responsibilities
- 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
Skills
- • 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
- • 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
Benefits
- For salaried positions, eligible for Medical, Dental, and Vision plans
- For salaried positions, eligible for Flexible Spending/Health Savings Accounts
- For salaried positions, eligible for Flexible PTO
- For salaried positions, eligible for 401(k) + Company Match
- For salaried positions, eligible for Life Insurance
- For salaried positions, eligible for Pet insurance
- For salaried positions, eligible for more benefits
- Remote work arrangement
Company Overview