Manager of Patient Support Operations

OpenLoop; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A healthcare technology firm is hiring a Manager of Patient Support Operations to oversee CMA teams, ensuring high-quality support across tele-health services. Candidates should have 3-5 years in healthcare operations, with experience in coaching and understanding tele-health workflows. Strong performance data analysis skills and effective communication are essential. The role can be remote or based in Des Moines, IA.

Benefits

Medical, Dental, and Vision plans

Flexible Spending/Health Savings Accounts

Flexible PTO

401(k) + Company Match

Life Insurance, Pet insurance, and more

Qualifications

• 3-5 years in healthcare operations, contact center leadership, or CMA support environments.
• Experience managing or coaching frontline healthcare teams.
• Strong understanding of tele-health workflows and virtual visit support needs.
• Proficiency in interpreting performance data and driving improvements.

Responsibilities

• Monitor CMA team performance metrics daily.
• Provide performance coaching to individual team members.
• Contribute to the development of training programs for CMA staff.
• Collaborate with clinical operations to ensure aligned workflows.

Skills

Healthcare operations experience

Contact center leadership

Coaching frontline healthcare teams

Tele-health workflows

Performance data interpretation

Clear communication

Tools

Tellescope

Healthie

Zoho

Zendesk

Job description

Join to apply for the Manager of Patient Support Operations role at OpenLoop

OpenLoop is looking for a Manager, Patient Support Operations to join our team remotely or at HQ in Des Moines, IA. This critical position serves a central role in leading and optimizing the day-to-day performance of one or more Certified Medical Assistant (CMA) teams. This person will drive service quality, team performance, and operational excellence across our tele-health support model—ensuring that OpenLoop delivers consistent, high-quality support to patients and providers across all virtual care brands.

This role sits within the CMA & Clinical Support Operations team, a high-energy group that supports OpenLoop’s virtual care delivery across all specialties and states. The team includes CMA supervisors, performance analysts, and trainers who collectively manage thousands of patient interactions per week.

What You'll Do:

• Monitor CMA team performance metrics daily, surfacing trends, anomalies, and improvement opportunities.
• Partner with team leads to ensure KPIs and service levels are consistently met.
• Support escalations, identify high-risk workflows, and propose actionable fixes.
• Provide performance coaching to individual team members and supervisors.
• Contribute to the development of training programs and career pathways for CMA staff.
• Help foster a culture of accountability, quality, and professional growth.
• Maintain and refine team dashboards and performance scorecards.
• Translate operational metrics into digestible insights for leadership.
• Track progress on improvement plans and follow-through on underperformance.
• Identify bottlenecks, inefficiencies, or policy gaps within support operations.
• Recommend and implement changes to improve throughput, accuracy, and staff experience.
• Collaborate with clinical operations, quality, and patient experience teams to ensure aligned workflows.
• Participate in client-facing efforts or performance reviews as needed.
• Represent the CMA support team in strategic planning and organizational initiatives.
• Other duties as assigned.

Who You Are:

• 3-5 years in healthcare operations, contact center leadership, or CMA support environments
• Experience managing or coaching frontline healthcare teams (e.g., CMAs, MAs, coordinators)
• Strong understanding of tele-health workflows and virtual visit support needs
• Proficiency in interpreting performance data, identifying trends, and driving improvements
• Excellent communicator across technical, clinical, and frontline audiences
• Familiarity with platforms like Tellescope, Healthie, Zoho, or Zendesk
• Experience managing across multiple D2C health brands or white-labeled operations
• Previous exposure to quality assurance, patient satisfaction programs, or feedback loops
• Experience in client-facing roles or customer success in a healthcare environment
• Experience in a fast-paced environment is a huge plus - our pace is fun and challenging but fast.
• Must bring experience with process focused ideas and best practices in operational structure / smart and efficient workflows
• Clear and effective communication (written and verbal) is needed to succeed in this role

About OpenLoop

OpenLoop was co-founded by CEO, Dr. Jon Lensing, and COO, Christian Williams, with the vision to bring healing anywhere. Our tele-health 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.

Our Company Culture

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.

Our Benefits

• Medical, Dental, and Vision plans
• Flexible Spending/Health Savings Accounts
• Flexible PTO
• 401(k) + Company Match
• Life Insurance, Pet insurance, and more