Director, Patient Services Operations & Enablement

OpenLoop Health; United States; Remote; USD 180,000 - 240,000; Full time

Benefits offered by this job

Medical/Dental/Vision

Flexible PTO

401(k) Match

Life Insurance & More

Job summary

OpenLoop Health is hiring a Director of Patient Services Operations to consolidate Training, Billing, and Workforce Management into a unified engine that delivers consistent patient outcomes across clients. You will define the operating model, establish playbooks, and drive improvements across pods and vendor partnerships.

You’ll lead a team of managers and analysts, partner with BI to track SLA attainment and cost-to-serve, and ensure HIPAA compliance while scaling operations for a growing

Qualifications

• Bachelor's degree or equivalent practical experience.
• 8+ years in healthcare, contact-center, or patient operations with 3+ years leading managers.
• Proven track record building operational infrastructure at scale and SOPs.
• Hands-on experience in a high-volume call center environment.
• Experience managing outsourced/BPO delivery to SLAs and quality standards.
• Fluency in workforce management concepts and data-driven staffing 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 aligned to company values.

Responsibilities

• Own the Patient Services operations backbone end-to-end including Training, Billing, and Workforce Management.
• Diagnose current-state operations, close gaps, and document workflows.
• Design future-state operating model and roadmaps to raise capability.
• Lead training/enablement vision to ramp agents and improve outcomes.
• Manage patient billing across varied client terms and cycles.
• Build a data-backed workforce management practice with staffing plans.
• Govern BPO vendor performance and establish scorecards and SLAs.
• Collaborate with cross-functional teams to turn efficiencies into patient outcomes.
• Lead and develop managers to ensure fixes stick and scale.

Skills

Healthcare ops

Program management

Workforce planning

Vendor management

SOP development

Data analytics

Education

Bachelor's degree

MBA

Tools

Healthie

Zoho Desk

Amazon Connect

Zoho Analytics

Tableau

Confluence

Litmos

Job description

OpenLoop Health is hiring a Director of Patient Services Operations to consolidate Training, Billing, and Workforce Management into a unified engine that delivers consistent patient outcomes across clients. You will define the operating model, establish playbooks, and drive improvements across pods and vendor partnerships.

You’ll lead a team of managers and analysts, partner with BI to track SLA attainment and cost-to-serve, and ensure HIPAA compliance while scaling operations for a growing