Technical Account Manager

About the Role

OpenLoop is looking for a Technical Account Manager to join our team remotely or at HQ in Des Moines, IA. In this role, you will be responsible for ensuring that both clients and their patients' experience is seamless, reliable, and compassionate care delivery through OpenLoop’s virtual care platform. 

You will take direct ownership of diagnosing, fixing, and communicating solutions for client-reported issues. Your work will combine technical troubleshooting, client relationship management, and cross-functional collaboration — all with the goal of ensuring that patients receive timely, uninterrupted care and that partners feel supported and confident in OpenLoop’s platform.

What You'll Do

• Serve as the main point of contact for partner-reported issues impacting patient scheduling, intake, or care delivery.
• Investigate, troubleshoot, and resolve issues independently while maintaining clear, empathetic communication.
• Proactively share progress and resolution timelines to build client trust and confidence.
• Represent client and patient needs internally to ensure every solution supports a seamless care experience.
• Diagnose and resolve operational or platform issues within OpenLoop and partner systems, escalating only when necessary.
• Document issues, root causes, and resolutions for visibility and prevention.
• Identify recurring problems, collaborate with internal teams on long-term solutions, and provide feedback to guide platform improvements.
• Maintain internal support documentation and assist with testing new features or workflows to identify risks before client impact.
• Partner with Implementation, Client Success, Product, and Engineering teams to ensure smooth onboarding and reliable platform performance.
• Contribute insights that enhance OpenLoop’s systems and overall client experience.
• Other duties as assigned.

Who You Are

• Bachelor’s degree in Computer Science, Business Administration, or related field preferred. 
• 3–5 years in client-facing technical or operational support, preferably within healthcare, telehealth, or SaaS.
• Demonstrated ability to independently troubleshoot and resolve client and system issues.
• Strong understanding of patient-facing workflows (e.g., scheduling, intake, clinician matching).
• Excellent written and verbal communication skills, with a calm and empathetic approach under pressure.
• Proven track record of follow-through and accountability in issue resolution.
• Experience in coding (Javascript, Python, HTML) or a foundational understanding of software engineering is highly preferred. 
• Familiarity with FHIR, HL7, or API-based data integrations preferred.
• Ideally, you have knowledge of HIPAA and best practices for handling PHI.
• Exposure to workflow optimization or process improvement initiatives.

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