Director, Patient Services Operations

About OpenLoop

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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 i