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. Our company provides outsourced nutrition, dietary, exercise, and wellness services, enabling physician practices to expand patient care without building internal wellness teams. The Operations Lead will play a critical role in ensuring seamless coordination among physician partners, practice staff, patients, and internal teams, driving continuous improvement in workflows, documentation, scheduling, and billing processes. This remote, full-time position offers a competitive hourly rate, with final compensation determined during the interview process.

Key Responsibilities

- Practice Onboarding & Client Operations: Lead new practice onboarding from contract 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-offs, implementing strategies to improve patient retention and scheduling efficiency.

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

- Systems, SOPs & Process Improvement: Map workflows to identify bottlenecks and inefficiencies. Develop and implement SOPs, dashboards, trackers, templates, and standardized workflows to enhance operational speed, accuracy, and accountability.

- KPI & Performance Management: Track key operational metrics related to referrals, scheduling, patient engagement, provider utilization, documentation, and partner performance. Analyze trends to identify gaps and recommend actionable solutions. Provide leadership with clear performance reports and risk assessments.

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

- Founder & Leadership Partnership: Translate leadership goals into operational plans with defined owners, timelines, and measurable 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 related fields.

- Proven ability to own processes and outcomes beyond routine administrative tasks.

- Strong knowledge of patient scheduling, provider coordination, healthcare administrative workflows, and service operations.

- Demonstrated skill in identifying operational problems, conducting root cause analysis, and independently implementing effective solutions.

- Excellent organizational, analytical, and problem-solving abilities.

- Proficient written and spoken English with strong communication skills, comfortable engaging with physicians, healthcare staff, patients, and senior leadership.

- Experience creating or enhancing 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.

- Comfortable independently learning new tools, systems, and processes.

- Practical experience using AI, automation, or technology to optimize 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, reimbursement, billing, claims, or revenue cycle management.

- 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 operations within early-stage or rapidly growing companies.

- Prior responsibility for 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 involves creating scalable systems that reduce manual interventions, improve workflows, and provide leadership with clear operational insights. The ultimate goal is to deliver a reliable, smooth experience for physician practices, patients, and providers as Pillar Health Solutions continues to grow.