Operations Lead

Pillar Health Solutions is seeking an experienced Operations Lead to manage and enhance the operational framework supporting our outsourced nutrition, dietary, exercise, and wellness services for medical practices. This remote, full-time role offers 40 hours per week with a starting rate of $6 to $7 per hour, finalized during the interview process. The Operations Lead will play a critical role in building and refining the workflows that connect physician partners, practice staff, patients, and internal teams, ensuring seamless coordination and efficient service delivery as the company scales.

Key Responsibilities

- Practice Onboarding & Client Operations: Lead new practice onboarding from agreement through launch, managing referral, scheduling, communication, documentation, and billing workflows. Act as the primary operational contact for physician partners and practice staff to promptly address 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 conversion and retention.

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

- 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 affecting billing and revenue.

- Systems, SOPs & Process Improvement: Map workflows to identify bottlenecks and redundancies, redesign processes to enhance speed, accuracy, and accountability. Develop SOPs, trackers, dashboards, templates, and checklists for recurring operations.

- KPI & Performance Management: Track key operational metrics related to referrals, scheduling, patient engagement, provider utilization, and service delivery. Analyze trends to identify gaps and recommend actionable solutions. Provide leadership with concise performance reports highlighting risks and priorities.

- Technology & AI: Evaluate and implement tools to simplify operations, reduce administrative workload, and increase business visibility. Leverage AI and automation to improve reporting, workflow management, documentation, and communication.

- Founder & Leadership Partnership: Translate leadership priorities into clear operational plans with defined owners, timelines, and measurable outcomes. Proactively surface risks and unresolved issues with recommended solutions.

Required Qualifications

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

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

- Strong understanding of patient scheduling, provider coordination, documentation, healthcare workflows, and service operations.

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

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

- Proficient written and spoken English with strong communication skills, comfortable interacting with physicians, practice staff, healthcare professionals, patients, and senior leadership.

- Experience developing or improving SOPs, workflows, dashboards, trackers, or 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.

- Self-motivated learner, comfortable adapting to new tools, systems, and processes.

- Practical experience using AI, automation, or technology to enhance business operations.

Preferred Qualifications

- Experience supporting U.S. 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.

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

- Experience building operational processes within early-stage or rapidly growing companies.

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

This role is ideal for a proactive, resourceful individual who thrives in ambiguity and enjoys both strategic planning and hands-on execution. Success will be measured by the ability to create a scalable operational system that delivers a reliable experience for physician practices, ensures smooth patient journeys, supports providers effectively, and provides leadership with clear visibility into performance—all while reducing manual interventions as Pillar grows.