Operations Lead

Remote | Full-time | 40-hours/week
Rate: $6 to $7/hour, with the final rate to be determined during the final interview.

About Pillar Health Solutions (https://www.pillarhealthsolutions.com/)

Pillar Health Solutions partners with medical practices to provide outsourced nutrition, dietary, exercise, and wellness support to their patients.

Our model allows physician practices to expand the services available to their patients without having to build and manage an entire wellness team internally. Pillar supports the operational infrastructure behind the program, including patient coordination, provider support, scheduling, documentation, communication, reporting, and billing-related workflows.

We are building a model that should feel simple and seamless for the physician practice, even though there are many moving parts behind the scenes.

That is where the Operations Lead comes in.

About the Role

We are looking for an Operations Lead who can build, run, and continuously improve the operational engine behind Pillar Health Solutions.

This is a highly hands-on role for someone who is comfortable working in a growing healthcare business where processes are still evolving.

You will work closely with leadership and take ownership of the workflows connecting physician partners, practice staff, patients, dietitians, exercise professionals, and internal support teams.

You may be investigating why patients are not scheduling, improving a referral workflow, resolving a practice issue, reviewing operational data, building a new process, creating an SOP, coordinating provider capacity, or implementing automation to eliminate repetitive work.

As Pillar grows, this role should evolve from personally managing many operational processes to building the systems, team structure, accountability, and workflows that allow the company to scale efficiently.

We are looking for someone who does not simply identify problems. You should be able to determine why they are happening, create a practical solution, implement it, and measure whether the solution worked.

What You Will Own

Practice Onboarding & Client Operations

• Own new practice onboarding from agreement through launch, including referral, scheduling, communication, documentation, and billing-related workflows.

• Serve as a key operational point of contact for physician partners and practice staff, ensuring requests, concerns, and follow-ups are addressed promptly.

Patient Operations & Engagement

• Oversee the patient journey from referral through outreach, scheduling, first appointment, and ongoing engagement.

• Monitor cancellations, no-shows, scheduling delays, and patient drop-off points, then implement workflows to improve conversion and retention.

Provider & Clinical Operations

• Coordinate operationally with dietitians, exercise professionals, and support staff to maintain appropriate availability, capacity, and coverage.

• Monitor provider scheduling, patient assignments, operational responsiveness, and adherence to documentation expectations.

Documentation, Billing & Revenue Operations

• Monitor the timely completion and flow of documentation and billing-related information between providers, Pillar, and partner practices.

• Investigate operational issues that may delay billing, reimbursement, or revenue and coordinate appropriate resolution.

Systems, SOPs & Process Improvement

• Map workflows, identify bottlenecks, duplicated work, and failure points, then redesign processes to improve speed, accuracy, and accountability.

• Build practical SOPs, trackers, dashboards, templates, checklists, and standardized workflows for recurring operational activities.

KPI & Performance Management

• Track core operational KPIs across referrals, scheduling, patient engagement, provider utilization, documentation, service delivery, and partner performance.

• Analyze trends and operational gaps to determine what changed, why it changed, and what action should be taken.

• Provide leadership with concise reporting on performance, risks, unresolved issues, priorities, and recommended next steps.

Technology & AI

• Evaluate and implement tools that simplify operations, reduce administrative workload, and improve visibility across the business.

• Use AI and automation to improve reporting, workflow management, analysis, documentation, communication, and recurring operational processes.

Founder & Leadership Partnership

• Translate leadership priorities and ideas into clear operational plans, owners, timelines, and measurable outcomes.

• Surface risks and unresolved issues early while bringing recommended solutions instead of only reporting problems.

What We Are Looking For

Required Qualifications

• 2+ years of experience in healthcare operations, medical practice operations, program management, client success, healthcare administration, or a closely related field.

• Experience owning processes and outcomes rather than only completing assigned administrative tasks.

• Strong understanding of patient scheduling, provider coordination, documentation, healthcare administrative workflows, and service operations.

• Demonstrated ability to identify operational problems, investigate root causes, and independently implement solutions.

• Strong organizational, analytical, and problem-solving skills.

• Excellent written and spoken English.

• Strong communication skills and confidence interacting with physicians, practice staff, healthcare professionals, patients, and senior leadership.

• Experience creating or improving SOPs, workflows, dashboards, trackers, or operational systems.

• Strong attention to detail, particularly when working with patient information, documentation, billing information, and operational data.

• Ability to manage multiple priorities in a fast-moving, changing, or early-stage environment.

• Comfortable learning unfamiliar tools, systems, workflows, and processes independently.

• Practical experience using AI, automation, or technology to improve business processes.

Highly Preferred

• Experience supporting US medical practices or healthcare organizations.

• Experience 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 coordinating or managing remote healthcare teams.

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

• Experience building processes or operations within an early-stage or rapidly growing company.

• Previous ownership of operational KPIs, service-level metrics, or business performance reporting.

The Type of Person Who Will Succeed Here

You are someone who naturally asks:

What is supposed to happen? What is actually happening? Where is the gap? Why is it happening? Who owns fixing it? How do we prevent it from happening again?

You are proactive, resourceful, highly organized, and comfortable working with ambiguity.

You do not need every process to already exist before you can start working. You are comfortable creating structure where structure is missing.

You enjoy both strategy and execution. You can discuss operational priorities with leadership and then personally investigate a scheduling issue, analyze a broken workflow, create a process, or coordinate a solution.

You are comfortable taking ownership without waiting to be repeatedly reminded.

You communicate clearly, escalate thoughtfully, and understand the difference between simply reporting a problem and actually helping solve it.

Most importantly, you think in terms of systems.

When the same issue happens repeatedly, your instinct should not be to keep fixing it manually. Your instinct should be to understand why it keeps happening and build a better process.

What Success Looks Like

During your first few weeks, success will mean developing a strong understanding of Pillar's end-to-end operating model and creating clear visibility into how physician practices, patients, providers, documentation, billing, and internal workflows connect.

You will identify the biggest operational bottlenecks, improve patient and practice workflows, strengthen accountability, establish meaningful operational reporting, and reduce recurring operational issues.

Over time, you will help build an operating system capable of supporting substantially more physician practices, patients, and providers without operational complexity increasing at the same rate as the business.

The ultimate goal is simple:

Create an operation where physician practices receive a reliable experience, patients move through the program smoothly, providers have the support they need, leadership has visibility into performance, and fewer problems require manual intervention as Pillar grows.