Director of Operations, Patient Processing

About the Role

OpenLoop is looking for a Director of Operations, Patient Processing to join our team remotely or at HQ in Des Moines, IA. In this role, you will be responsible for leading the transformation of our patient management and support back-end– driving large-scale AI automation, developing an AI-first “No Patient Left Behind” tracking program, overseeing billing and payments, directing all non-patient-contact work, while leading a 1,000-person BPO workforce, and ensuring quality and compliance across all patient-related processes.

This leader will combine strategic vision with hands-on execution to modernize back-end operations, reduce manual effort, ensure flawless execution, and deliver a frictionless experience for patients and internal teams alike.

What You'll Do

• Lead AI-driven automation of patient intake and high-volume workflows; measure and optimize ROI, accuracy, and speed.
• Advance our “No Patient Left Behind” program to track and fulfill every patient case without delays.
• Oversee billing operations—improving accuracy, reducing disputes, and driving retention through financial processes.
• Direct non-patient-contact support queues, establishing SLAs, process standards, and continuous improvement.
• Manage a global BPO workforce of 1,000+, setting KPIs, ensuring QA, and aligning execution with business goals.
• Integrate QA insights into training, process, and automation to elevate patient experience and compliance.
• Partner cross-functionally with product, engineering, finance, and compliance to align strategies and execution.
• Present performance, risks, and opportunities to executive leadership; foster a data-driven, accountable culture.
• Other duties as assigned.

Who You Are

• Bachelor's Degree in Business, Communications or related field; MBA a highly preferred.
• 7+ years in healthcare operations or high-volume service delivery environments.
• 3+ years leading large-scale outsourced or distributed teams (1,000+ personnel preferred).
• Proven success implementing automation solutions in operational workflows.
• Strong understanding of telehealth processes, compliance, and healthcare regulations.
• Excellent organizational, communication, and change management skills.
• Experience scaling operations in a telemedicine or digital health company.
• Familiarity with tools like Zoho Desk, Amazon Connect, and AI workflow automation platforms.
• Lean/Six Sigma or process reengineering expertise.