Operations Lead

Pillar Health Solutions is seeking an experienced Operations Lead to manage and enhance the operational framework supporting its outsourced nutrition, dietary, exercise, and wellness services for medical practices. This full-time, remote role requires a hands-on leader comfortable working in a dynamic healthcare environment where processes continue to evolve. The Operations Lead will collaborate closely with leadership and various stakeholders, including physician partners, practice staff, patients, and internal teams, to ensure seamless coordination and continuous improvement across all operational aspects.

Key Responsibilities

- Practice Onboarding & Client Operations: Manage the entire onboarding process for new physician practices, overseeing referral, scheduling, communication, documentation, and billing workflows. Act as the primary operational contact for physician partners and practice staff to address requests and resolve issues promptly.

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

- Provider & Clinical Operations: Coordinate with dietitians, exercise professionals, and support staff to maintain appropriate capacity and coverage. 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 impacting billing and revenue.

- Systems, SOPs & Process Improvement: Map workflows to identify bottlenecks and inefficiencies. Redesign processes to enhance speed, accuracy, and accountability. Develop SOPs, dashboards, trackers, templates, and checklists to standardize recurring activities.

- KPI & Performance Management: Track core operational KPIs related to referrals, scheduling, patient engagement, provider utilization, and service delivery. Analyze trends and gaps, providing leadership with concise reports on performance, risks, and recommended actions.

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

- Founder & Leadership Partnership: Translate leadership priorities into actionable operational plans with clear owners, 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 understanding of patient scheduling, provider coordination, documentation, and healthcare administrative workflows.

- Demonstrated skills in identifying operational problems, investigating root causes, 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 creating 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 learning new tools, systems, and workflows independently.

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

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 within 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 create scalable operational systems that deliver a reliable experience for physician practices, smooth patient journeys, strong provider support, and clear leadership visibility—ultimately reducing manual interventions as the company grows.