---
title: 'Director, Patient Services Operations at OpenLoop Health'
canonical: 'https://feeny.ai/job/director-patient-services-operations-openloop-health-united-states-m0jm2wvqk28b'
type: 'job'
last_seen: '2026-09-10'
---

# Director, Patient Services Operations at OpenLoop Health

- **Company:** OpenLoop Health
- **Location:** United States
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-08-13
- **Last confirmed live:** 2026-09-10
- **Apply:** https://jobs.ashbyhq.com/openloophealth/0105f9eb-cdd9-4703-9ec9-a0dfa525a135

## Job description

## About OpenLoop

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

## About the Role

OpenLoop's mission is to bring care anywhere by powering telehealth solutions at scale. Patient Services is the front door to that care — and as we've scaled, the operational engine behind it has grown faster than the structure supporting it. The Director, Patient Services Operations owns that engine: Training & Enablement, Patient Billing, and Workforce Management. This is a builder's seat — you'll consolidate functions that have lived in silos, fix what's broken in the current operation, and design the operating model that gets patients faster, more consistent resolution regardless of which client or pod they sit behind.

## What You'll Do

- 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.

## Who You Are

You're a hands-on operator, not a hands-off one. You go into the weeds to understand what's actually happening before you prescribe a fix, and when you fix something, you bring the owner along so it never becomes yours alone. You've built operational structure where none existed, you're comfortable with ambiguity and shifting priorities, and you operate on trust-but-verify — clear expectations, real accountability, no surprises. Required Qualifications

- 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.

## Preferred Qualifications

- 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.

Our Benefits In addition, for salaried positions you would also be eligible for:

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

Our Company 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. Sound like a good fit? We’d love to meet you.

## About OpenLoop Health

## Company Overview
- **One-liner**: OpenLoop Health provides end-to-end, white-label telehealth infrastructure that enables healthcare and non-healthcare organizations to launch and scale digital health services.
- **Entity Type**: Private
- **Headquarters**: Des Moines, Iowa, United States
- **Founded**: 2020
- **Founders**: Dr. Jon Lensing (CEO & Co-Founder) and Christian Williams (COO & Co-Founder)

## Core Business
- **Primary industry**: Digital Health / Telehealth Infrastructure
- **Target customers**: B2B — Digital health companies, hospitals & health systems, health plans, employers, retail & pharmacy, and non-healthcare entities looking to add virtual care offerings.
- **Mission**: To bring healing anywhere, anytime to anyone across the nation.
- **Vision**: A world where healthcare is accessible, efficient, and tailored to individual needs—delivered wherever the patient may be.

## Products & Services
OpenLoop offers a full-stack, white-labeled suite of services:
- **Technology Platform**: HIPAA-compliant EHR with flexible API integrations, scheduling, booking, payments, and support for both synchronous and asynchronous care. AI-powered operations to streamline clinical workflows.
- **Provider Staffing & Credentialing**: Access to a nationwide, NCQA-credentialed network of clinicians across 30+ specialties and 15+ languages, with full 50-state coverage. Includes licensing, credentialing, and onboarding management.
- **Payer Coverage & Revenue Cycle Management (RCM)**: A network of 600+ payer contracts including Medicare and Medicaid, paired with RCM services to streamline reimbursement.
- **Regulatory, Legal & Compliance Support**: End-to-end legal, financial, and compliance setup, including ongoing regulatory maintenance and expert support.
- **Clinical Pathways**: Over 100 repeatable, scalable, and vetted clinical protocols (e.g., medical weight loss, HRT, urgent care, mental health).
- **Diagnostic Imaging & Labs**: A platform for diagnostic image ordering, referrals, and results, plus access to a network of pharmacy and lab partners for competitive medication costs.

## Market Standing
- **Valuation**: Not publicly available (private company)
- **Key Metric**: Trusted by 3M+ patients annually; serves patients in all 50 states; processes thousands of patient visits per month.
- **Notable Investors/Partners**: Managing board includes Jack Berkowitz, Freddie Martignetti, and Ryan Morley. Client partners span digital health companies, hospitals, health plans, and employers.
- **Growth Signals**: OpenLoop saw **700% YoY growth in 2024**, appointed key executive team members (including a Chief Medical Officer, CFO, CCO, and CPO), and integrated AI technology into its operations. LinkedIn followers grew 124.8% year-over-year.

## Competitive Advantages
- **Full-stack, end-to-end solution**: OpenLoop is the only white-label provider that covers clinical, administrative, regulatory, and technological needs under one roof — clients bring their brand and patients, OpenLoop handles everything else.
- **Nationwide scale**: 50-state PC network, 600+ payer contracts (including Medicare/Medicaid), and a network of thousands of clinicians.
- **NCQA-accredited credentialing**: A streamlined, accredited credentialing process that reduces administrative burden for clients.
- **Proven, repeatable clinical pathways**: Over 100 pre-vetted, scalable protocols allow clients to launch new programs quickly and safely.
- **Deep Midwest roots**: Headquarters in Des Moines, Iowa, with a commitment to building local talent and positioning Iowa as a hub for healthcare transformation.

## Strategic Focus
- **AI integration**: Embedding AI to streamline clinical workflows, enhance patient support, and guide optimized care pathways.
- **Expansion of clinical pathways**: Continuously developing new, ready-to-use care programs (e.g., medical weight loss, HRT, anti-aging, mental health).
- **Scaling partnerships**: Serving a growing range of organizations from digital health startups to large employers and health systems.
- **National reach**: Deepening 50-state coverage and payer relationships to enable truly national virtual care delivery.

## Why Work Here
- **Culture & Mission**: Driven by a mission to “bring healing anywhere,” with a strong focus on expanding healthcare access. The team is described as passionate, energetic, and focused on driving long-lasting results.
- **Work Environment**: Hybrid work environment with a pet-friendly office in Des Moines, Iowa. The company is deeply committed to its Iowa roots and building a skilled local workforce.
- **Benefits**: Competitive salary, generous PTO, medical/dental/vision insurance, and a 401k program.
- **Growth & Impact**: Employees report feeling empowered to make a lasting impact on virtual care delivery. The company saw explosive 700% YoY growth in 2024, indicating a dynamic and scaling environment.
- **Leadership**: Experienced executive team including a CEO/co-founder with a personal connection to healthcare access challenges, a COO/co-founder, a CMO, CFO, CCO, CPO, and General Counsel.
- **Caution**: The careers page explicitly warns of fraudulent job postings and fake recruiter outreach. Candidates should verify any role or offer by emailing fraud@openloophealth.com.

## Sources
1. [openloophealth.com](https://openloophealth.com/)
2. [openloophealth.com/careers](https://openloophealth.com/careers)
3. [openloophealth.com/team](https://openloophealth.com/team)
4. [openloophealth.com/blog/who-is-openloop-health](https://openloophealth.com/blog/who-is-openloop-health)
5. [linkedin.com/company/openloophealth](https://www.linkedin.com/company/openloophealth)

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