About the Role

OpenLoop is looking for a Manager, Patient Support Operations to join our team remotely or at HQ in Des Moines, IA.  This critical position serves a central role in leading and optimizing the day-to-day performance of one or more Certified Medical Assistant (CMA) teams. This person will drive service quality, team performance, and operational excellence across our tele-health support model—ensuring that OpenLoop delivers consistent, high-quality support to patients and providers across all virtual care brands.  This is a hands-on leadership role focused on performance management, coaching, workflow efficiency, and people development. The ideal candidate brings healthcare operations experience, a sharp eye for process improvement, and a deep belief in using data and feedback to elevate both team impact and the patient experience.

This role sits within the CMA & Clinical Support Operations team, a high-energy group that supports OpenLoop’s virtual care delivery across all specialties and states. The team includes CMA supervisors, performance analysts, and trainers who collectively manage thousands of patient interactions per week.

What You'll Do:

• Monitor CMA team performance metrics daily, surfacing trends, anomalies, and improvement opportunities.
• Partner with team leads to ensure KPIs and service levels are consistently met.
• Support escalations, identify high-risk workflows, and propose actionable fixes.
• Provide performance coaching to individual team members and supervisors.
• Contribute to the development of training programs and career pathways for CMA staff.
• Help foster a culture of accountability, quality, and professional growth.
• Maintain and refine team dashboards and performance scorecards.
• Translate operational metrics into digestible insights for leadership.
• Track progress on improvement plans and follow-through on underperformance.
• Identify bottlenecks, inefficiencies, or policy gaps within support operations.
• Recommend and implement changes to improve throughput, accuracy, and staff experience.
• Collaborate with clinical operations, quality, and patient experience teams to ensure aligned workflows.
• Participate in client-facing efforts or performance reviews as needed.
• Represent the CMA support team in strategic planning and organizational initiatives.
• Other duties as assigned.

Who You Are:

• 3-5 years in healthcare operations, contact center leadership, or CMA support environments
• Experience managing or coaching frontline healthcare teams (e.g., CMAs, MAs, coordinators)
• Strong understanding of tele-health workflows and virtual visit support needs
• Proficiency in interpreting performance data, identifying trends, and driving improvements
• Comfortable working in high-growth, metric-driven environments
• Excellent communicator across technical, clinical, and frontline audiences
• Familiarity with platforms like Tellescope, Healthie, Zoho, or Zendesk
• Experience managing across multiple D2C health brands or white-labeled operations
• Previous exposure to quality assurance, patient satisfaction programs, or feedback loops
• Experience in client-facing roles or customer success in a healthcare environment
• Experience in a fast-paced environment is a huge plus - our pace is fun and challenging but fast.
• Must bring experience with process focused ideas and best practices in operational structure / smart and efficient workflows
• Clear and effective communication (written and verbal) is needed to succeed in this role