VP of Patient Support

OpenLoop Health

About The Position

OpenLoop is looking for a Vice President of Patient Support to lead and scale our patient support function. In this role, you will be responsible for overseeing all aspects of support operations, ensuring efficiency, quality, and an exceptional patient experience. This is a systems-first leadership role. You will act as the architect of how patient support operates at OpenLoop—designing the infrastructure, workflows, and operating model that govern how patient inquiries are routed, resolved, and reduced over time. You will transform support from a reactive, volume-driven function into a proactive, scalable, and data-driven system. Success in this role requires a builder mindset, strong technical and analytical fluency, and the ability to identify and fix structural gaps in a fast-growing, complex environment.

Requirements

Experienced Leader: You bring 10+ years of leadership experience managing complex support or operations teams, including global or BPO environments. You are skilled at building, mentoring, and scaling high-performing teams.
Systems Thinker & Builder: You approach support as a system, with experience designing or transforming ticketing structures, routing logic, and workflows at scale. You thrive in ambiguity and have a track record of building or fixing complex operational systems.
Technical & Operational Fluency: You have a strong technical understanding of support systems and can audit configurations, validate data, and identify gaps. You are comfortable operating at the intersection of operations and technology.
Analytical & Strategic Operator: You go beyond surface-level metrics to identify root causes and drive meaningful improvements. You have experience owning and optimizing contact rate, channel strategy, and cost-to-serve.
Communicator & Influencer: You are an effective communicator who can influence cross-functional stakeholders and drive alignment. You are comfortable challenging assumptions and leading change in fast-paced environments.

Responsibilities

Support System Architecture: Design and optimize the end-to-end support ecosystem (ticketing, routing, and channels) to ensure patients are seamlessly directed to the right resources with minimal friction.
Operational Leadership: Lead day-to-day support operations with high accountability, establishing strong operating rhythms and building a team that consistently delivers at scale.
Contact Rate & Deflection Strategy: Reduce inbound volume by identifying root causes of patient friction and implementing automation, self-service, and upstream workflow improvements.
Data & Analytical Rigor: Own support metrics and data integrity, leveraging insights to uncover root causes, challenge assumptions, and drive strategic decision-making.
Technology & Systems Ownership: Oversee and optimize the support tech stack (CRM, ticketing, telephony, automation), ensuring systems are integrated, scalable, and fully leveraged for visibility and efficiency.
BPO & Global Operations: Direct global BPO strategy and performance with full accountability, driving alignment, cost-efficiency, and continuous improvement in patient experience.
Cross-Functional Influence: Partner closely with Product, Operations, and Leadership to resolve systemic issues, reduce support burden, and improve end-to-end patient outcomes.
Compliance & Quality Assurance: Ensure adherence to healthcare regulations, data privacy, and security standards while maintaining a consistently high bar for service quality and patient experience.