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 fully remote, full-time role offers 40 hours per week, with an hourly rate between $6 and $7, finalized during the interview process. The Operations Lead will play a critical role in coordinating workflows among physician partners, practice staff, patients, and internal teams to ensure seamless service delivery and scalable growth. This hands-on position requires a proactive individual comfortable working in a dynamic healthcare environment where processes are continuously evolving.

Key Responsibilities

- Practice Onboarding & Client Operations: Lead new practice onboarding from agreement to 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 through scheduling, initial appointment, and ongoing engagement. Monitor cancellations, no-shows, and drop-off points, implementing improvements to enhance patient retention and conversion.

- Provider & Clinical Operations: Coordinate with dietitians, exercise professionals, and support staff to maintain appropriate availability and coverage. 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 operational issues affecting billing and revenue cycles.

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

- KPI & Performance Management: Track and analyze key operational metrics across referrals, scheduling, patient engagement, provider utilization, and service delivery. Provide leadership with concise reports on performance, risks, and recommended actions.

- Technology & AI: Evaluate and deploy tools that streamline operations, reduce administrative workload, and increase business visibility. Leverage AI and automation to improve reporting, workflow management, documentation, and communication.

- Founder & Leadership Partnership: Translate leadership priorities into actionable operational plans with clear ownership and timelines. Proactively identify risks and propose solutions rather than simply 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 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 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.

- Self-motivated learner comfortable with new tools, systems, and processes.

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

Preferred Qualifications

- Experience supporting U.S. 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, or patient communication systems.

- Experience managing or coordinating remote healthcare teams.

- Experience in 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 suits a proactive, resourceful professional who thrives in ambiguity and enjoys both strategic planning and hands-on execution. Success will be measured by the ability to create scalable operational systems that ensure physician practices receive reliable service, patients experience smooth program navigation, providers are well-supported, and leadership gains clear visibility into performance—all while minimizing manual interventions as the company grows.