Operations Lead

Pillar Health Solutions is seeking an experienced Operations Lead to manage and enhance the operational framework that supports our outsourced nutrition, dietary, exercise, and wellness services for medical practices. This fully remote, full-time role requires a hands-on leader who thrives in a dynamic healthcare environment and is passionate about building scalable systems. You will collaborate closely with leadership and various stakeholders—including physician partners, practice staff, patients, and clinical providers—to ensure seamless workflows and continuous process improvements. The ideal candidate will not only identify operational challenges but also develop practical solutions, implement changes, and measure their effectiveness to drive efficiency and growth.

Key Responsibilities

- Practice Onboarding & Client Operations: Lead the onboarding process for new physician practices from agreement through launch, managing referral, scheduling, communication, documentation, and billing workflows. Act as the primary operational contact for physician partners and practice staff, promptly addressing their requests and concerns.

- Patient Operations & Engagement: Oversee the patient journey from referral to ongoing engagement, monitoring cancellations, no-shows, and drop-off points. Develop and implement strategies to improve patient scheduling, retention, and overall experience.

- Provider & Clinical Operations: Coordinate with dietitians, exercise professionals, and support staff to ensure adequate availability and capacity. Monitor provider scheduling, patient assignments, responsiveness, and compliance with documentation standards.

- Documentation, Billing & Revenue Operations: Ensure timely completion and flow of documentation and billing information between providers, Pillar, and partner practices. Investigate and resolve operational issues that could delay billing or revenue collection.

- Systems, SOPs & Process Improvement: Map existing workflows to identify bottlenecks and inefficiencies. Design and implement improved processes, SOPs, dashboards, trackers, and standardized workflows to enhance accuracy, speed, and accountability.

- KPI & Performance Management: Track and analyze key operational performance indicators related to referrals, scheduling, patient engagement, provider utilization, and service delivery. Provide leadership with concise reports highlighting risks, issues, and recommended actions.

- Technology & AI: Evaluate and implement tools, including AI and automation, that streamline operations, reduce administrative workload, and improve business visibility.

- Founder & Leadership Partnership: Translate leadership priorities into actionable operational plans with clear ownership, timelines, and measurable outcomes. Proactively identify risks and propose solutions rather than merely reporting problems.

Required Qualifications

- Minimum of 2 years’ experience in healthcare operations, medical practice operations, program management, client success, or healthcare administration.

- Proven ability to own processes and outcomes beyond routine administrative tasks.

- Strong knowledge of patient scheduling, provider coordination, documentation, and healthcare administrative workflows.

- Demonstrated skills in identifying operational problems, conducting root cause analysis, and independently implementing effective solutions.

- Excellent organizational, analytical, and problem-solving abilities.

- Strong written and verbal communication skills, with confidence engaging physicians, practice staff, healthcare professionals, patients, and senior leadership.

- Experience developing or improving SOPs, workflows, dashboards, and operational systems.

- High attention to detail, especially when handling patient information, documentation, billing, and operational data.

- Ability to manage multiple priorities in a fast-paced, evolving environment.

- Comfortable independently learning new tools, systems, and workflows.

- Practical experience leveraging AI, automation, or technology to optimize business processes.

Preferred Qualifications

- Experience supporting U.S.-based medical practices or healthcare organizations.

- Background in telehealth, nutrition, wellness, chronic care, preventive health, exercise programs, or virtual healthcare services.

- Familiarity with healthcare insurance, eligibility, reimbursement, billing, claims, or revenue-cycle workflows.

- Experience with EHR/EMR systems, scheduling platforms, CRM tools, telehealth systems, or patient communication platforms.

- Experience managing or coordinating remote healthcare teams.

- Experience in physician practice onboarding, account management, or client success roles.

- Track record of building processes or operations within early-stage or rapidly growing companies.

- Prior ownership of operational KPIs, service-level metrics, or business performance reporting.

This role is ideal for a proactive, resourceful individual who thrives on both strategic planning and hands-on execution. Success will be measured by your ability to create a reliable, scalable operational system that supports physician practices, enhances patient experiences, empowers providers, and provides leadership with clear performance insights—all while reducing manual interventions as Pillar Health Solutions grows.