Operations Lead

Pillar Health Solutions is seeking an experienced Operations Lead to manage and enhance the operational framework that supports our partnerships with medical practices. This full-time, remote role involves overseeing the workflows that connect physician partners, practice staff, patients, dietitians, exercise professionals, and internal teams. The Operations Lead will play a critical role in building scalable systems, improving processes, and ensuring smooth execution across patient engagement, provider coordination, documentation, billing, and reporting. 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 the onboarding process for new physician practices from agreement to launch. Manage 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-off points, implementing improvements to increase patient retention and conversion.

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

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

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

- Technology & AI: Evaluate and implement tools that streamline 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 outcomes. Proactively identify risks and issues, presenting solutions rather than just 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, 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, practice staff, 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 managing or coordinating remote healthcare teams.

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

- History of building processes or operations in early-stage or rapidly growing companies.

- Prior 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 develop a deep understanding of Pillar’s operating model, identify and resolve bottlenecks, improve workflows, and build scalable systems that support growth while maintaining operational simplicity and reliability.