Operations Lead

Pillar Health Solutions is seeking an experienced Operations Lead to oversee and enhance the operational framework supporting our partnerships with medical practices. Our company provides outsourced nutrition, dietary, exercise, and wellness services, enabling physician practices to expand patient care without managing an internal wellness team. The Operations Lead will play a critical role in managing workflows that connect physician partners, practice staff, patients, and internal teams, ensuring smooth coordination across scheduling, documentation, billing, and communication. This hands-on position requires a proactive individual who thrives in a dynamic healthcare environment and is passionate about building scalable systems and processes.

Key Responsibilities

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

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

- Provider & Clinical Operations: Coordinate with dietitians, exercise professionals, and support staff to maintain appropriate 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 that may delay billing or reimbursement.

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

- KPI & Performance Management: Track core operational KPIs related to referrals, scheduling, patient engagement, provider utilization, documentation, and partner performance. Analyze trends and gaps, providing leadership with clear reports and actionable recommendations.

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

- Founder & Leadership Partnership: Translate leadership priorities into operational plans with clear owners, timelines, and measurable outcomes. Proactively surface risks and unresolved issues, offering practical solutions rather than just reporting problems.

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, and healthcare administrative workflows.

- Demonstrated skills in identifying operational problems, investigating root causes, 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 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 improve business processes.

Preferred Qualifications

- Experience supporting US 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 coordinating or managing remote healthcare teams.

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

- History of building processes or operations 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 excels at both strategic planning and hands-on execution. Success will be measured by the ability to create a reliable, scalable operation that delivers a seamless experience for physician practices, patients, and providers while enabling leadership to maintain clear visibility into performance and reduce manual interventions as the company grows.