Vice President of Patient Support

OpenLoop is looking for a Vice President of Patient Support to join our team remotely or at our HQ in Des Moines, IA. In this role, you will be responsible for overseeing all aspects of the call center operations, ensuring efficiency, profitability, and customer satisfaction. This individual will lead the strategy, development, and execution of customer service initiatives and call center processes, driving high-performance teams to deliver exceptional service and achieve business objectives. This role requires strong leadership, analytical skills, and a deep understanding of call center technologies, performance metrics, and industry trends.

What You’ll Do

• Lead the development and execution of the overall call center strategy to ensure alignment with corporate goals and customer experience initiatives.
• Manage day-to-day operations of the call center, including workforce management, call flow optimization, resource allocation, and budget management.
• Provide leadership and mentorship to call center management teams, fostering a high-performance culture. Ensure proper training, development, and performance management for staff.
• Establish and track key performance indicators (KPIs) for service levels, customer satisfaction, call quality, and efficiency. Drive continuous improvement based on data-driven insights.
• Identify areas for operational improvements, cost savings, and scalability within the call center. Lead initiatives to streamline processes and enhance customer experience.
• Oversee the implementation and maintenance of call center technologies, including CRM software, automated systems, and telephony solutions. Ensure technology is leveraged to improve operational efficiency and service quality.
• Collaborate with other departments (e.g., IT, HR, Marketing) to align call center objectives with overall business goals. Ensure smooth communication and cooperation across teams.
• Develop and manage the call center’s budget, ensuring resource allocation is in line with business objectives and financial constraints. Optimize cost-efficiency without compromising service quality.
• Champion the voice of the customer within the organization, ensuring the call center consistently delivers high-quality, responsive, and empathetic service.
• Ensure call center operations comply with relevant laws, regulations, and industry standards. Implement best practices for privacy, data security, and customer confidentiality.
• Oversee global BPO/call center operations ensuring 1-hour response times across all channels.
• Manage inbound/outbound communication across phone, text, and email channels

Who You Are

• Bachelor’s degree in Business Administration, Operations Management, or a related field (Master’s degree preferred).
• 10+ years of progressive leadership experience in call center patient operations within a healthcare or telehealth company, with at least 5 years in a senior management role (Director, VP, or similar).
• Proven track record of managing large, complex call center operations with multiple teams and locations, ideally offshore teams.
• Strong leadership skills with the ability to inspire and manage a diverse team.
• Expertise in call center technologies (e.g., CRM systems, telephony platforms, workforce management tools).
• Exceptional problem-solving, analytical, and strategic thinking abilities.
• Deep understanding of customer service best practices and KPIs.
• Excellent communication skills, both verbal and written.
• Ability to manage change and drive operational excellence in a fast-paced environment.
• Experience with budgeting, forecasting, and financial analysis.
• Ability to travel as needed for site visits and conferences.

Remote Salary Range

$155,000—$165,000 USD

About OpenLoop

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

Our Company Culture

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.

Our Benefits

In addition to the salary for this role, you would also be eligible for:

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

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