Director, Patient Services Operations
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Director leading patient services operations for OpenLoop’s telehealth platform. Building training, billing, workforce management, and BPO infrastructure for scalable patient care.
Responsibilities:
- Own the Patient Services operational backbone across Training & Enablement, Patient Billing, and Workforce Management.
- Establish standards, playbooks, SLAs, ownership, documented workflows, and process improvements.
- Design the future-state operating model and sequence the operational roadmap.
- Lead the Patient Services training and enablement model.
- Streamline patient billing operations across varied client terms, refund policies, and billing cadences.
- Build workforce management practices covering forecasting, capacity planning, scheduling, and adherence.
- Govern BPO vendor performance, scorecards, quality standards, train-the-trainer enablement, and volume/coverage models.
- Partner with pod leaders and cross-functional teams to improve client and patient outcomes.
- Lead and develop the Manager, Training; Workforce Management Analyst; and Patient Billing team.
- Partner with Business Intelligence on metrics, dashboards, and weekly leadership reporting.
- Safeguard clinical integrity and compliance, including HIPAA/PHI handling, documentation standards, and escalation pathways.
- Perform other duties as assigned.
Requirements:
- 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, including Training, WFM, QA, or Billing/RCM.
- Proven track record building operational infrastructure at scale, including staffing and capacity models, SOPs, quality programs, and reporting.
- Hands-on experience in a high-volume call center environment; able to discuss operated contact volumes and complexity.
- Experience managing outsourced/BPO delivery to SLAs and quality standards.
- Fluency in workforce management concepts and ability to turn data into staffing and process decisions.
- Experience owning or overseeing a training/enablement function for front-line teams.
- Healthcare compliance fluency, including HIPAA/PHI.
- Excellent communication, direction-setting, explanation of rationale, and team accountability skills.
- Preferred: healthcare or healthcare-adjacent operations background, ideally in a B2B2C model.
- Preferred: international BPO management experience.
- Preferred: subscription or recurring-billing operations experience with client-specific terms.
- Preferred: familiarity with Healthie, Zoho Desk, Amazon Connect, Zoho Analytics/Tableau, Confluence, and Litmos.
- Preferred: experience driving automation or self-service to deflect contact volume.
- Visa sponsorship requirement must be disclosed in the application.
Benefits:
- Medical, Dental, and Vision plans
- Flexible Spending/Health Savings Accounts
- Flexible PTO
- 401(k) + Company Match
- Life Insurance
- Pet insurance
- Flat organizational structure
- Autonomy, Competence and Belonging culture
Similar Jobs
Operations Specialist
BMO Investment Operations Specialist supporting investment transactions, reporting, reconciliations, and regulatory controls remotely in Ontario. Serving internal and external stakeholders while resolving operational issues and sustaining process improvements.
Production Center Manager – Title Operations
Production Center Manager overseeing First American’s global title production operations. Managing teams, workflows, costs, quality, customer service levels, and strategic improvements.
Head of Fraud Operations
Head of Fraud Intelligence transforming SentiLink’s identity verification and risk solutions through scalable fraud operations. Building fraud insight, prevention impact, analyst development, and cross-functional influence.
Senior Director, Customer Operations Strategy, AI & Automation
Engageware Senior Director scaling customer operations, AI, and automation across SaaS customer success, support, services, and marketing. Building systems, workflows, data visibility, and operating discipline for growth.
HIM Operations Specialist
HIM Operations Specialist indexing and managing clinical documentation for Advocate Health, a nonprofit integrated U.S. health system. Supporting EHR record completion, chart correction, and clinician documentation workflows.
Director of Insurance Operations
Director leading insurance operations for Odevo, an international residential property management company. Managing teams, broker partnerships, scalable processes, renewals, reporting, and growth across the US market.
Operational Excellence Consultant – Director
Operational Excellence Director leading Honeywell Aerospace’s Lean AOS transformation. Optimizing end-to-end supply chains through coaching, Kaizen, change projects, and digital innovation.
Senior Projekt- und Prozessmanager, Customer Activation
Projekt- und Prozessmanager für Kundenaktivierung beim deutschen Glasfasernetzbetreiber OXG. Steuerung von FTTX-Roll-outs, Kundenanschaltungen, IT-Anforderungen und Partner-Onboarding.
Payer Authorization Operations Associate
Payer Authorization Operations Associate supporting Abby Care’s AI-enabled family-led home-care platform. Managing authorization documentation, payer requirements, and caregiver-family communications.
Financial Operations Lead, Vendor Operations
Financial Operations Lead managing vendor contracts, invoices, spend, and governance for Airbnb’s global hospitality marketplace. Driving vendor finance efficiency across cross-functional teams.
Senior Operations Manager – Travel Agency
Senior operations manager coordinating vendors, domains, app stores, email operations, and QA for Travel Hack’s private-rate travel platform. Driving launch readiness through evidence-based administration and reporting.
Legal Operations Manager
Legal Operations Manager optimizing workflows, technology, and metrics for Agiloft’s contract lifecycle management software. Managing CLM processes, legal budgets, automation initiatives, and departmental performance.
Manager, Monitoring Operations
Novartis patient-support monitoring manager overseeing call, case, and compliance quality programs. Delivering CRM analytics, governance reporting, and continuous-improvement insights.
Advanced Brokerage Operations Professional, Licensed
Licensed brokerage operations professional answering calls and processing complex account transactions for Thrivent, a membership-owned financial services organization. Providing accurate service remotely to members, field professionals, and internal teams.
Field Operations Coordinator
Field Operations Coordinator conducting vehicle inspections for OPENLANE's digital wholesale auto marketplace. Coordinating dealerships, documenting vehicle conditions, and submitting inspection reports.
Vice President, Operational Excellence
Vice President leading operational excellence, labor strategy, training, and profitability for Take 5 Oil Change. Driving process improvement across 700+ corporately owned shops and field teams.
Spécialiste des opérations de prêts
Lending operations specialist processing loan transactions, documentation, and service requests for BMO, a Canadian personal and commercial bank. Supporting reconciliations, regulatory controls, escalations, and process improvements.
Professional Services Operations Specialist – Northeast
Professional Services Operations Specialist streamlining pre-sales operations for GuidePoint Security, a cybersecurity solutions provider. Managing SOWs, Salesforce data, proposals, quality assurance, and workflow improvements.
Operations Executive
Operations Executive coordinating compliance and club audits across the Premier League’s female and male football talent pathways. Managing logistics, action plans, reporting, stakeholder communications, and safeguarding-related assessment processes.
Director of Development Strategy – Operations
Director optimizing global fundraising strategy and operations for New Energy Nexus, an NGO supporting clean-energy entrepreneurs. Leading distributed teams, pipelines, proposals, CRM systems, and fundraising collateral across international programs.