Operations Lead

Pillar Health Solutions is seeking an experienced Operations Lead to manage and continuously improve 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 comfortable working in a growing healthcare environment where processes are evolving. The Operations Lead will collaborate closely with leadership and various stakeholders—including physician partners, practice staff, patients, and clinical providers—to ensure seamless coordination across scheduling, documentation, billing, and communication workflows. This position offers an hourly rate of $6 to $7, with the final rate determined during the interview process.

Key Responsibilities

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

- Patient Operations & Engagement: Oversee the patient journey from referral through scheduling, first appointment, and ongoing engagement. Monitor cancellations, no-shows, and drop-offs, implementing improvements to enhance patient conversion and retention.

- Provider & Clinical Operations: Coordinate with dietitians, exercise professionals, and support staff to maintain appropriate provider 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 inefficiencies. Develop and implement SOPs, dashboards, trackers, templates, and standardized processes to improve operational speed, accuracy, and accountability.

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

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

- 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 simply reporting problems.

Required Qualifications

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

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

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

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

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

- Practical experience utilizing 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 processes or operations in early-stage or rapidly growing companies.

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

This role suits 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 develop a deep understanding of Pillar’s operational model, identify bottlenecks, improve workflows, and establish scalable systems that support growth without increasing complexity. The ultimate goal is to create a reliable, smooth experience for physician practices, patients, and providers while providing leadership with clear visibility into performance and reducing manual interventions.