OpenLoop

• Serve as the primary point of contact for providers throughout onboarding and their early weeks, building trust and ensuring a positive experience. • Coordinate onboarding logistics, including scheduling and rescheduling sessions, to maintain provider progress from offer acceptance through initial clinical shifts. • Ensure providers are fully prepared for their first shifts by confirming system access, credentialing, and clinical readiness. • Conduct weekly check-ins during the first 4–6 weeks to support engagement, answer questions, and proactively address concerns. • Partner cross-functionally with Recruitment, Medical Operations, Practice Management, and IT to drive onboarding completion and resolve issues efficiently. • Facilitate and track provider cross-training opportunities to expand readiness and utilization. • Collect and analyze provider feedback from surveys and direct interactions to identify trends and improvement opportunities. • Identify process gaps, recommend improvements, and escalate concerns as appropriate. • Maintain accurate documentation of provider progress, communications, and onboarding milestones. • Manage complex onboarding scenarios and resolve non-routine issues with minimal oversight. • Provide guidance and support to junior team members as needed. • Other duties as assigned.

• Define and drive product strategy for Patient CRM and Patient 360 the context and engagement layer for OpenLoop's existing patient base • Build the data and context foundation that powers AI-first features: follow-up prioritization, winback campaigns, proactive support workflows, and care-journey recommendations • Partner closely with Engineering, Design, and Clinical Operations to ship platform capabilities that scale across OpenLoop's B2B client base • Develop and manage a roadmap that balances near-term patient retention outcomes with the long-term investment in patient context and data quality that AI capabilities depend on • Act as a trusted product advisor to senior leaders across Product, Engineering, and Services

• Act as an agent of change to migrate the organization from ad-hoc, Slack-based support to structured, ticket-based workflows using JIRA and Monday.com • Lead incident response as the primary "showrunner," providing data-driven updates and managing stakeholder expectations during high-pressure outages. • Design and scale incident management playbooks to support rapid company growth, including M&A-related technology integrations (e.g., Okta provisioning, system migrations). • Coordinate global, "follow-the-sun" support models, managing BPO/contractor teams to ensure 24/7 service stability. • Conduct post-incident reviews (RCAs) to identify trends, oversee corrective measures, and establish long-term preventive strategies.

• Support and maintain onboarding systems and training materials to ensure providers are technically prepared and aligned with current workflows. • Update and improve documentation across platforms (e.g., ClinicApp, Notion, Dosespot, Photon, Amazon Connect) to reflect evolving tools and processes. • Monitor provider-facing channels to identify, troubleshoot, or escalate technical issues, helping reduce onboarding friction. • Assist with client launch preparation by organizing resources, completing quality checks, and supporting standardized workflows. • Contribute to the continuous improvement of onboarding and training processes to increase scalability, accuracy, and efficiency. • Collaborate with cross-functional teams to support education initiatives and align on operational priorities. • Identify recurring issues or gaps in onboarding or training and surface insights to improve provider experience and readiness. • Attend team touchpoints and contribute to discussions around workflow improvements and team priorities. • Other duties as assigned.

• Serve as the clinical subject matter expert (SME) for product and project teams, providing guidance on clinical workflows, clinical knowledge, and best practices for clinical data • Design, build, test, and update clinical data assets that provide clinical decision support and drive clinical workflows, - ensuring their ongoing accuracy, completeness, and clinical validity over time • Translate clinical requirements into workflow and informatics/data specifications, and validate that delivered features reflect sound clinical reasoning • Analyze clinical data to identify gaps, inconsistencies, and opportunities for improvement, and apply findings to enhance decision support logic and workflow automation • Review technical specifications for clinical workflow applications to provide clinical informatics input - and provide support as SME and IC for product managers leading clinical application products • Maintain and curate mappings to standardized clinical and medical vocabularies, supporting interoperability and consistency across systems • Collaborate with clinical, product, and engineering stakeholders to ensure data-driven features are safe, usable, and clinically meaningful • Partner with clinical leadership to support guideline development, clinical content governance, and quality and product enhancements • Work closely with Quality and Clinical Training/Education teams to identify areas of improvement for clinical workflows across the organization; collaboratively design and implement solutions • Other duties as assigned

• Assist in the maintenance and optimization of clinical onboarding modules within the Learning Management System • Ensure training materials reflect current practices, workflows, and platform capabilities • Support provider readiness by monitoring metrics and feedback related to onboarding and training activities. • Monitor designated communication channels to identify, triage, or escalate clinical or technical onboarding issues • Maintain and update clinical documentation and training materials across verticals and clients • Translate clinical workflows, regulatory requirements, and platform updates into clear, user-friendly educational materials • Assist in the development of new training resources related to clinical initiatives, workflow enhancements, or product updates • Support knowledge base management • Support the Sr. Clinical Specialist (NP) in coordinating required and supplemental materials for client launch preparedness • Collaborate with cross-functional teams to ensure clinical readiness for go-live • Participate in regular Clinical Education team meetings to align on priorities, share insights, and address challenges • Collaborate cross-functionally with Clinical Operations and Quality teams to support training and implementation efforts • Contribute to the ongoing refinement of clinical onboarding, training programs, and launch workflows to improve scalability and effectiveness • Identify trends, gaps, or recurring issues in provider education and escalate recommendations • Support quality improvement initiatives related to clinical training and provider performance • Assist with additional duties as assigned

• Execute high-volume, structured audits of provider charts to ensure protocol alignment and documentation accuracy. • Assist Quality RNs in "deep-dive" investigations to identify systemic gaps and process failures. • Monitor and maintain the database for provider quality trainings, ensuring 100% compliance during mass hiring cycles. • Disseminate approved quality messaging and educational updates to the provider population with professional tact. • Work across the organization to flag issues in the "intake-to-implementation" pipeline, preventing errors before they reach the clinical stage. • Jump in to support any team member or department project as organizational needs shift—we tackle every problem as a unified front.

• Lead a revamp of OpenLoop’s lifecycle marketing efforts from the ground up across prospects, customers, and patients. • Build and rapidly test marketing, onboarding, and customer success communications to accelerate adoption of our new self-serve product. • Build and optimize lifecycle marketing flows across pipeline generation, pipeline progression, customer activation, add-ons, upsells, cross-sells, and ongoing education. • Partner closely with Sales and Revenue Operations to create personalized communications that help progress mid-market and enterprise opportunities through the sales cycle. • Lead the charge on building OpenLoop’s customer marketing program, delivering education, best practices, activation support, and expansion opportunities to clients. • Manage and improve patient communications in partnership with Operations and Care teams, ensuring patients receive clear, helpful messaging that improves their care experience. • Partner with Revenue Operations to build personalized, AI-powered lifecycle communications across segments, personas, and lifecycle stages. • Design, launch, and measure tests across email, onboarding, customer education, remarketing, and other lifecycle channels to improve conversion, activation, retention, and expansion. • Build reporting that connects lifecycle marketing efforts to business outcomes, including influenced pipeline, revenue, attach rates, retention, expansion, and lifetime value. • Work end-to-end across the business to identify communication gaps, improve customer and patient journeys, and drive measurable impact from sales through patient experience.

• Own AP end-to-end across all OpenLoop entities — invoice intake, GL coding, approval routing, and payment runs — making sure vendors are paid accurately and on time, including urgent and time-sensitive payments. • Be the responsive face of AP. Own internal and vendor inquiries, resolve them quickly and professionally, and set and communicate clear expectations with stakeholders chasing payments. • Finish and stabilize the systems transition — closing the gaps where manual steps are currently being missed. • Build the process. Create and document repeatable AP workflows, approval matrices, controls, and SOPs — including a playbook that lets us onboard new entities and acquisitions cleanly. • Drive automation and process improvement as the systems mature — fewer manual touches, more automated approvals, a single interface. • Own the Ramp corporate card and expense program — coding review, spend policy, limits, reconciliation, and month-end true-up. • Run scheduled payment runs across multiple entities and bank accounts (ACH, check, wire, virtual card), managing cash-out timing in partnership with Accounting. • Own vendor master data and onboarding — W-9 collection, banking validation, and fraud controls such as callback verification on banking changes. • Handle intercompany AP and allocations across the entity group, including high-volume vendor activity at our pharmacy and laboratory subsidiaries. • Manage the AP team and set and track KPIs such as days payable outstanding, invoice cycle time, percent paid on time, and inquiry response time. • Support the AP close — accruals, reconciliations, aging, and reporting — and support monthly and quarterly close and external audit requests. • Other duties as assigned.

• Monitor and support provider adherence to schedules, workflows, and operational expectations. • Provide operational coverage during assigned evening and weekend hours (CST) to support provider availability and continuity of care. • Maintain real-time visibility into provider availability and escalate coverage gaps or operational issues as needed. • Serve as a primary operational point of contact for providers regarding workflows, processes, and expectations. • Address provider questions or concerns in a timely, professional, and supportive manner. • Track and support reporting on key operational and performance indicators (KPIs). • Identify workflow bottlenecks, inefficiencies, or recurring provider challenges and escalate recommendations as appropriate. • Support day-to-day provider operations by reinforcing operational standards and ensuring consistency across programs. • Collaborate with Workforce Management to help align provider schedules with patient demand and service goals. • Work closely with Quality Assurance, Patient Experience, Clinical Leadership, and IT teams to resolve operational issues impacting providers. • Maintain accurate documentation of provider communications, escalations, and resolution outcomes. • Participate in scheduled OpenLoop holiday coverage to ensure uninterrupted provider support. • Other duties as assigned.