# Director, Patient Services Operations

**Company:** [OpenLoop](https://hotfix.jobs/companies/openloop)
**Location:** Remote
**Role:** Business Operations
**Experience:** 8+ years
**Skills:** workforce management, Capacity Planning, scheduling, contact centers, business process management, standard operating procedures, quality management, bpo management, training enablement, patient billing, HIPAA, phi, Business Intelligence, Tableau, amazon connect
**Posted:** 2026-08-13

> Leads the operational backbone for Patient Services across training, billing, workforce management, and BPO delivery. The role requires 8+ years in healthcare or contact-center operations, experience building scalable infrastructure, and strong compliance and people leadership capabilities.

## Job Description

## Responsibilities
- Own the Patient Services operational backbone end-to-end across Training & Enablement, Patient Billing, and Workforce Management.
- Establish standards, playbooks, documented workflows, and SLAs across patient-service pods.
- Diagnose current-state operations, clarify ownership, close process gaps, and design the future-state operating model and roadmap.
- Build a systemic training and enablement model to accelerate agent ramp-up, improve quality, and drive patient outcomes.
- Streamline patient billing operations across varied client terms, refund policies, and 4-, 8-, and 12-week billing cycles.
- Build workforce management practices covering forecasting, capacity planning, scheduling, and adherence for internal and BPO staff.
- Govern BPO vendor performance through scorecards, quality standards, train-the-trainer enablement, and volume/coverage models.
- Partner with Patient Services pod leaders and cross-functional teams to improve client and patient outcomes.
- Coordinate with Implementation, Customer Success, Supply Chain/Pharmacy, and Enterprise Technology on patient-impacting workflows, queues, and technical capabilities.
- Lead and develop the Manager of Training, Workforce Management Analyst, and Patient Billing team.
- Partner with Business Intelligence on metrics, dashboards, and reporting for SLA attainment, quality, and cost-to-serve.
- Safeguard clinical integrity and compliance, including HIPAA/PHI handling, documentation standards, and escalation pathways.

## Requirements
- Bachelor's degree or equivalent practical experience.
- 8+ years of experience in healthcare, contact-center, or patient/customer operations, including 3+ years leading managers or multifunction teams.
- Experience 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.
- Experience managing outsourced/BPO delivery to SLAs and quality standards.
- Fluency in workforce management concepts and data-driven staffing and process decisions.
- Experience owning or overseeing training and enablement for frontline teams.
- Healthcare compliance experience, including HIPAA/PHI.
- Excellent communication, leadership, and accountability skills.

## Nice-to-Haves
- Healthcare or healthcare-adjacent operations experience, ideally in a B2B2C model.
- International BPO management experience.
- Billing operations experience in subscription or recurring-billing environments.
- Familiarity with Healthie, Zoho Desk, Amazon Connect, Zoho Analytics, Tableau, Confluence, or Litmos.
- Experience driving automation or self-service to deflect contact volume.

## Benefits
- Medical, dental, and vision plans
- Flexible Spending and Health Savings Accounts
- Flexible PTO
- 401(k) with company match
- Life insurance
- Pet insurance

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