Operations Lead

Pillar Health Solutions is seeking an experienced Operations Lead to manage and enhance the operational framework supporting its partnership with medical practices. This full-time remote role involves overseeing workflows that connect physician partners, patients, dietitians, exercise professionals, and internal teams. The Operations Lead will play a critical role in building scalable systems and processes that ensure seamless patient engagement, provider coordination, and practice support within a growing healthcare business. The position offers a rate of $6 to $7 per hour, 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 to address requests and concerns promptly.

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

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

- Systems, SOPs & Process Improvement: Map workflows, identify bottlenecks and duplicated efforts, and 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, 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, reduce administrative workload, and improve business visibility. Utilize AI and automation to enhance reporting, workflow management, documentation, and communication.

- Founder & Leadership Partnership: Translate leadership priorities into clear operational plans with defined owners, timelines, and measurable outcomes. Proactively surface risks and propose solutions rather than only 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, not just complete assigned 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 interacting with physicians, 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 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 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 the ability to create operational clarity, reduce recurring issues, and build scalable systems that support growth while maintaining a reliable, smooth experience for physician practices, patients, and providers.