Operations Lead

Pillar Health Solutions is seeking an experienced Operations Lead to join our remote, full-time team. This role is central to managing and continuously improving the operational framework that supports our partnerships with physician practices. Our company provides outsourced nutrition, dietary, exercise, and wellness services, enabling medical practices to expand patient care without building internal wellness teams. The Operations Lead will work closely with leadership to oversee workflows involving physician partners, practice staff, patients, and clinical providers, ensuring smooth coordination and efficient service delivery. 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 through launch, managing 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 to ongoing engagement. Monitor cancellations, no-shows, and drop-off points, implementing workflows to improve patient conversion and retention.

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

- Systems, SOPs & Process Improvement: Map workflows to identify bottlenecks and inefficiencies. Develop and implement SOPs, trackers, dashboards, templates, and standardized workflows to enhance operational accuracy and accountability.

- 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 to 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 surface 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, 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 creating or improving SOPs, workflows, dashboards, 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.

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

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

- Previous 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 your ability to develop a deep understanding of Pillar’s operational model, improve workflows, enhance accountability, and build scalable systems that support growth without increasing complexity. Ultimately, you will help create an operation where physician practices receive consistent service, patients experience smooth program navigation, providers are well-supported, leadership has clear visibility, and manual interventions are minimized as the company expands.