About the Role

OpenLoop is looking for a Patient Queue Specialist to join our team remotely or at our headquarters in Des Moines, IA. In this role, you will be responsible for maintaining and driving patient support contact center queue performance through proactive monitoring, collaborating with teammates and BPO partners, analysis, documentation, and improving workflows across our virtual care ecosystem. This role will be instrumental in ensuring performance at target service levels (SLAs), enhancing efficiency, and promoting patient satisfaction. While experience with AI-driven process automation is a plus, it is not required.

What You'll Do

• Proactively monitor patient and provider support queues and supporting reports to identify delays and inefficiencies in real time.
• Engage with and guide BPO partners to resolve performance gaps to ensure SLA/KPI adherence and meet targets within a contact center environment.
• Investigate root causes of workflow disruptions and develop rapid solutions.
• Analyze and document end-to-end workflows for patient journeys, provider interactions, and contact center operational processes.
• Develop and maintain process maps, identifying opportunities for automation and optimization of processes and workflows.
• Collaborate with cross-functional teams (operations, implementation, product, engineering, and customer success) to implement data-driven process improvements that align with business objectives.
• Present findings and recommendations to leadership, supporting strategic decision-making with data-backed insights.
• Other duties as assigned.

Who You Are

• 1-3+ years of experience in process analysis, process improvement, or business operations - preferably in digital health, healthcare operations, or telehealth.
• Proficiency in data analysis to track workflow performance and identify trends.
• Excellent problem-solving, analytical, and communication skills.
• Familiarity with queue monitoring, workflow optimization, and patient experience enhancement is strongly preferred.
• Experience working in healthcare, telehealth, or virtual care is strongly preferred.
• Experience with Ticketing and CRM platforms is strongly preferred.
• Experience with process mapping tools (e.g., Visio, Lucidchart, Miro, or BPMN Software) is a plus

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