Head of Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of clinical operations, revenue cycle management (RCM), sales, growth initiatives, quality assurance, compliance, finance, human resources, and the complete patient journey and experience.

• Manage metrics such as LTV/CAC, gross margin, growth, customer acquisition cost (CAC), cost to serve, contribution margin, and cohort LTV.

• Enhance gross margin by identifying and addressing operational inefficiencies throughout the funnel, care delivery, and RCM.

• Conduct weekly scorecards, monthly reviews, and quarterly objectives across various operational functions.

• Identify and resolve broken workflows, addressing root causes, and establish repeatable processes.

• Oversee the patient journey from initial contact through onboarding, care interactions, engagement, and retention.

• Manage lead response time, channel economics, pipeline quality, conversion rates, activation, and retention strategies.

• Develop and operate advocate capacity, staffing models, service levels, productivity measures, quality assurance, and supporting systems.

• Collaborate with technology and product teams to implement AI solutions for call quality assurance, summarization, follow-up, documentation, RCM, credentialing, reporting, and manual workflows.

• Evaluate the impact of AI on cost, capacity, quality, conversion rates, and patient experience.

• Monitor key patient experience touchpoints and address issues such as dropped calls, missed handoffs, delayed follow-ups, and unresolved concerns.

• Shape product strategy, go-to-market approaches, major contracts, and Series B readiness while working closely with founders.

⛳️ Requirements

• Minimum of 7 years in operations within a telehealth, technology-enabled care, or consumer healthtech organization.

• Proven experience leading functional leaders, not merely teams.

• Direct accountability for managing a patient funnel, including conversion rates at each stage.

• Background in overseeing contact centers or high-volume care operations, encompassing staffing models, service levels, and quality assurance.

• Hands-on experience with revenue cycle management (RCM), credentialing, or payer enrollment processes.

• An AI-native mindset coupled with the ability to integrate AI into operations effectively.

• Strong capability in data-driven decision-making and operational problem-solving.

• Aptitude for prioritizing tasks in high-ambiguity, fast-paced environments.

• Willingness to work beyond a typical 9-to-5 schedule.

• Capacity to manage the entire operational engine rather than focusing on a single function.

• Excellent communication skills with patients and healthcare stakeholders.

• Bonus: Experience with Medicare or Medicaid populations.

• Bonus: Experience in early-stage companies from Series A to Series C.

• Bonus: Contact center operations experience catering to senior populations.

• Bonus: Collaboration with founders or executive teams in high-growth healthcare settings.

🏝️ Benefits

• High equity opportunities.

• Flexible remote work arrangement.

• Occasional leadership team meetings in the San Francisco/Bay Area.

• True autonomy over the operational engine.

• Direct collaboration with founders.

• A distributed work culture.

• Emphasis on Conscious Leadership Values.

• A culture focused on human connections.

• Encouragement of playful creativity.

• Commitment to equal opportunity and diversity in the workplace.