Director of Operations, Patient Experience and Engagement

About the Role

OpenLoop is looking for a Director of Operations, Patient Experience and Engagement to join our team remotely or at HQ in Des Moines, IA.  In this role, you will be responsible for owning the end-to-end virtual care journey for patients across our D2C partners. This role is responsible for designing, optimizing, and scaling patient engagement strategies that prioritize access, communication, satisfaction, and retention. This is a high-impact role that blends operations, UX strategy, patient support, and digital engagement innovation to drive world-class care experiences at scale.

What You'll Do

• Build and oversee a unified patient support operation (contact center, patient processing) across all digital health touch-points (pre-visit, during visit, post-visit).
• Map and continuously refine the patient journey, identifying friction points and optimizing workflows.
• Lead the implementation of omni-channel support strategies (SMS, chat, email, in-app) that are responsive and human-centered.
• Develop and implement data-informed patient engagement programs, including automated follow-ups, rebooking flows, reminders, and satisfaction surveys.
• Partner with Product and Marketing to launch personalized communication campaigns that drive retention and improve outcomes.
• Analyze user engagement metrics (conversion, churn, CSAT, NPS, etc.) to surface actionable insights.
• Build and lead a cross-functional team including Patient Journey Managers, Digital Experience Analysts, and Support Leads.
• Partner closely with Clinical Ops, Product, Client Success, and Engineering to ensure coordinated and patient-centric design decisions.
• Act as a key stakeholder in partner launches, ensuring each D2C brand’s patient experience is tailored but standardized where possible.
• Maintain high standards for patient communication that meet regulatory, accessibility, and brand standards (HIPAA, ADA, etc.).
• Develop QA protocols to regularly assess and improve digital interactions and care flows.
• Other duties as assigned

Who You Are

• Bachelor's Degree in Business, Communications or related field. 
• 7+ years of experience in digital health, patient support, healthcare operations, or related patient-facing digital roles.
• 3+ years of leadership experience managing digital experience or engagement teams.
• Proven track record of designing and optimizing digital healthcare journeys (e.g. virtual care, remote monitoring, etc.)
• Deep understanding of tele-health platforms, patient CRM tools, and communication automations.
• Clear communicator and collaborator comfortable working in a fast-paced, cross-functional tech environment.

Remote Salary Range: $140,000 USD - $163,000 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, for salaried positions you would also be eligible for:

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

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