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 fully remote, full-time role requires a hands-on leader who thrives in a dynamic healthcare environment where processes are evolving. You will collaborate closely with leadership and various stakeholders, including physician partners, practice staff, patients, and clinical providers, to ensure seamless coordination and continuous improvement across all operational areas. Your work will involve identifying root causes of operational challenges, implementing practical solutions, and building scalable systems to support the company’s 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 liaison for physician partners and practice staff, ensuring timely resolution of requests and concerns.

- Patient Operations & Engagement: Oversee the patient journey from referral to ongoing engagement, monitoring cancellations, no-shows, and drop-offs. Develop and implement workflows to improve patient conversion and retention.

- Provider & Clinical Operations: Coordinate with dietitians, exercise professionals, and support staff to maintain adequate provider availability and capacity. Monitor 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 inefficiencies. Design and implement improved processes, SOPs, dashboards, templates, and checklists to enhance operational accuracy and accountability.

- KPI & Performance Management: Track and analyze core operational KPIs related to referrals, scheduling, patient engagement, provider utilization, and service delivery. Provide leadership with clear reports on performance, risks, and recommended actions.

- Technology & AI: Evaluate and deploy tools that streamline operations, reduce administrative workload, and increase business visibility. Leverage AI and automation to enhance reporting, workflow management, and recurring operational tasks.

- 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, not just complete assigned 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 solutions.

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

- Proficient written and spoken English with strong communication skills, comfortable engaging with 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.

- Self-motivated learner capable of independently mastering new tools, systems, and processes.

- Practical experience utilizing AI, automation, or technology to optimize 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.

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

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

- 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 your ability to develop a deep understanding of Pillar’s operations, identify and resolve bottlenecks, strengthen accountability, and build scalable systems that ensure a reliable experience for physician practices, smooth patient journeys, and effective provider support as the company grows.