Operations Lead

Pillar Health Solutions is seeking an experienced Operations Lead to manage and continuously improve the operational framework that supports our outsourced nutrition, dietary, exercise, and wellness services for medical practices. This remote, full-time role requires a hands-on leader comfortable working in a dynamic 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 optimize workflows, resolve operational challenges, and implement scalable systems. This position offers an hourly rate between $6 and $7, with the final rate determined during the interview process.

Key Responsibilities

- Practice Onboarding & Client Operations: Manage the entire onboarding process for new physician practices, ensuring smooth integration of 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 ongoing engagement, monitoring cancellations, no-shows, and drop-offs. Develop and implement strategies to improve patient conversion and retention.

- Provider & Clinical Operations: Coordinate with dietitians, exercise professionals, and support staff to maintain adequate availability and capacity. Monitor provider scheduling, patient assignments, and compliance with documentation standards.

- Documentation, Billing & Revenue Operations: Ensure timely completion and flow of documentation and billing information between providers, Pillar, and partner practices. Investigate and resolve issues that may delay billing or reimbursement.

- Systems, SOPs & Process Improvement: Map existing workflows to identify bottlenecks and inefficiencies. Design and implement improved processes, including SOPs, dashboards, trackers, templates, and checklists to enhance operational accuracy and accountability.

- KPI & Performance Management: Track and analyze key operational metrics 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 burden, and improve business visibility. Leverage AI and automation to enhance reporting, workflow management, 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 just 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 knowledge of patient scheduling, provider coordination, healthcare documentation, and administrative workflows.

- Demonstrated problem-solving skills with the ability to identify root causes and implement effective solutions independently.

- Excellent organizational, analytical, and communication skills, including confidence interacting with physicians, healthcare staff, patients, and senior leadership.

- Experience creating or improving SOPs, workflows, dashboards, and operational systems.

- High attention to detail, especially when handling patient data, documentation, billing, and operational metrics.

- Ability to manage multiple priorities in a fast-paced, evolving environment and quickly learn new tools and processes.

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

Preferred Qualifications

- Experience supporting U.S.-based medical practices or healthcare organizations.

- Background in telehealth, nutrition, wellness, chronic care, preventive health, exercise programs, or virtual healthcare services.

- Familiarity with healthcare insurance, reimbursement, billing, claims, or revenue-cycle management.

- Experience working 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 roles.

- Experience building operations 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 operational model, identify bottlenecks, improve workflows, and build scalable systems that support growth without increasing complexity. Ultimately, you will help create a seamless experience for physician practices, patients, and providers while providing leadership with clear visibility into operational performance.