Senior Director Patient Services

About Ophelia

Ophelia helps people end their opioid use and restore their quality of life with respect for their time and dignity. Our mission is to make evidence-based treatments for opioid use disorder (OUD) accessible to everyone, and we're looking to bring more people onto our team to help us achieve it.

Ophelia is a venture-backed, healthcare startup that helps individuals with OUD by providing FDA-approved medication and clinical care through a telehealth platform. Our approach is discreet, convenient, and affordable. We've been successfully operating in 14 states for almost four years, and we're excited to continue our growth. We are a team of doctors, scientists, startup veterans, and White House advisors, backed by leading technology and healthcare investors working to re-imagine and re-build OUD treatment in America.

The Role

As the Senior Director of Patient Services, you will lead the development of a world-class operations team dedicated to delivering exceptional non-clinical care and support for our patients. Your scope will encompass the full patient journey, starting with pre-enrollment—empowering patients to confidently begin their care with Ophelia—through post-visit support, ensuring they remain engaged in care and achieve their unique health goals.

In this role, you will define and execute the strategy to efficiently scale our services, both in volume and breadth, while maintaining high standards of quality and cost-effectiveness. By optimizing workflows and leveraging innovative technologies, you will drive operational excellence. Success in this role requires balancing the needs of our patient-facing teams, our patients, and the overall business.

You will oversee both operations and people management, collaborating closely with the Clinical, Technology, and Commercial teams to enhance patient care and achieve shared business objectives.

The ideal candidate is a visionary leader with a proven ability to inspire and align frontline teams; foster high-performing, engaged teams; and deliver results. Reporting directly to the Chief Operating Officer (COO), you will play a critical role in shaping the future of patient services at Ophelia.

This is a fully remote-role with occasional in person travel required.

• Partner with the COO to define strategic plans and operationalize changes for patient services at Ophelia in alignment with current company priorities
• Implement a scalable organizational structure and optimize workflows and processes to drive strong team engagement, sustained productivity, and high performance across multiple frontline roles
• Scale Ophelia’s pre-enrollment services to enable 2x the number of patients to enter care each week
• Broaden and deepen our set of pre-enrollment services to increase lead to patient conversion
• Leverage innovative technology solutions to efficiently scale the delivery of high quality, non-clinical care to current patients
• Identify and implement new post-enrollment services to improve patient outcomes while maintaining or improving gross margins
• Strengthen our B2B workflows (pre- and post-enrollment) to improve the coordination of care between Ophelia and other service providers
• Communicate a strong vision to frontline teams and champion company and functional strategy to the department and beyond creating alignment cross-departmentally
• Develop and upskills our people managers within patient services
• Be the vanguard of team engagement; ensure roles have the right people, the team has opportunities to grow their skills, and frontline operations are integrated within the broader company.

• 7+ years of experience building, scaling, and leading high performing frontline teams in healthcare; experience leading inside sales is a plus
• Experience developing strong engagement from and building an energizing culture among remote workforces
• Strong business acumen and command of P&L dynamics with a focus on balancing high quality patient services with cost efficiency
• Structured, systems level thinking with a data driven approach to problem solving;  expertise in building and interpreting staffing models is a plus
• Energized by the application of technology in human services businesses
• Resilient and action oriented having demonstrated the ability to remain calm under pressure while proactively identifying and solving key issues
• Excellent written and oral communications tailored to intended audiences (internal, external, upward, peer, and downward)

• Remote work anywhere in the United States
• Competitive medical, vision, and health insurance (many plans are fully covered for the employee!)
• 20 days of PTO per year 10 company holidays
• $950 Work From Home Stipend
• 401k Contribution Platform
• Additional benefits offered through our benefits provider such as life insurance, short and long term disability, financial wellness, virtual primary care, among others!