Head of Patient Services Ops & Enablement

OpenLoop; United States; On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Medical, Dental, and Vision plans

Flexible Spending/Health Savings

Flexible PTO

401(k) + Company Match

Life Insurance, Pet insurance, and更多

Job summary

OpenLoop seeks a Director of Patient Services Operations to own the operational backbone end-to-end, including training, billing, and workforce management. You will diagnose current state, design a future operating model, and drive cross-functional improvements to deliver faster, more consistent patient outcomes.

You will build a scalable staffing framework, partner with BI for visibility, and ensure HIPAA compliance across all workflows, while leading and developing a high-impact team in a

Qualifications

• 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.
• Proven track record building operational infrastructure at scale.
• 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 decisions.
• Experience owning or overseeing a training/enablement function for front-line teams.
• Healthcare compliance fluency (HIPAA/PHI).
• Excellent communicator aligned to OpenLoop's values.

Responsibilities

• Own the Patient Services operational backbone end-to-end — Training & Enablement, Patient Billing, and Workforce Management.
• Diagnose and clean up the current-state operation; establish clear ownership and documented workflows.
• Design the future-state operating model and roadmap to raise operation capability.
• Own the vision for training and enablement to ramp agents faster and lift quality.
• Own patient billing operations, aligning with client terms and billing cycles.
• Build a workforce management practice — forecasting, capacity planning, scheduling, adherence.
• Govern BPO vendor performance with scorecards and training enablement.
• Collaborate with pods and cross-functions to embed efficiencies into patient experiences.
• Lead and develop the team; coach owners to ensure lasting fixes.
• Partner with BI to define metrics and dashboards for SLA, quality, cost-to-serve.
• Safeguard clinical integrity and HIPAA/PHI compliance with Legal/Compliance.

Job description

OpenLoop seeks a Director of Patient Services Operations to own the operational backbone end-to-end, including training, billing, and workforce management. You will diagnose current state, design a future operating model, and drive cross-functional improvements to deliver faster, more consistent patient outcomes.

You will build a scalable staffing framework, partner with BI for visibility, and ensure HIPAA compliance across all workflows, while leading and developing a high-impact team in a