Operations Lead

Pillar Health Solutions is seeking an experienced Operations Lead to manage and enhance the operational framework supporting our outsourced nutrition, dietary, exercise, and wellness services for medical practices. This full-time remote role offers a rate of $6 to $7 per hour, with the final rate determined during the interview process. The Operations Lead will play a critical role in ensuring seamless coordination between physician partners, patients, providers, and internal teams, driving continuous improvement as the company scales.

Key Responsibilities

- Practice Onboarding & Client Operations: Manage the end-to-end onboarding process for new physician practices, including referral workflows, scheduling, communication, documentation, and billing. 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 and ongoing engagement. Identify and resolve issues related to cancellations, no-shows, and patient drop-off to improve retention and conversion rates.

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

- 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: Analyze workflows to identify bottlenecks and inefficiencies. Develop and implement standard operating procedures (SOPs), trackers, dashboards, templates, and checklists to streamline recurring tasks.

- KPI & Performance Management: Track and analyze key operational metrics related to referrals, scheduling, patient engagement, provider utilization, and service delivery. Provide concise performance reports and actionable recommendations to leadership.

- Technology & AI: Evaluate and implement tools to simplify operations and reduce administrative workload. Leverage 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 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, healthcare administration, or a related field.

- Proven ability to own processes and outcomes beyond completing assigned tasks.

- Strong knowledge 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, 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 improve 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, eligibility, reimbursement, billing, claims, or revenue-cycle workflows.

- Experience working 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 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 the ability to create scalable systems that provide physician practices with reliable service, ensure smooth patient journeys, support providers effectively, and deliver clear operational visibility to leadership—all while reducing manual interventions as the company grows.