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Operations Manager
Employment Type: Full-Time, Remote
Location: United States (US-based candidates only)
Reports To: CEO
Start Date: Summer
About the Opportunity
This is a pre-launch, direct-to-consumer women's telehealth platform. Care is cash-pay and delivered entirely by board-certified OB-GYNs working through a contracted medical group. The platform brings together physician-led virtual care, lab-based health screening, membership, and modern technology in one patient experience across four clinical focus areas: PMOS (formerly PCOS), Weight and Metabolic Health, Endometriosis, and Perimenopause. This is a small, lean team building toward launch, and every hire plays a direct role in shaping what the organization becomes.
Role Summary
The Operations Manager is the central coordination point for the day-to-day running of the platform: patient support, document and records management, pharmacy and vendor coordination, billing, and the operational health of backend systems. This role sits at the intersection of patient experience and operational excellence. Because the role handles patient information, which the organization keeps within the United States, this position is open to US-based candidates only. The ideal candidate is discreet, proactive, meticulous, and experienced in healthcare or telehealth operations where patient confidentiality is non-negotiable.
Key Responsibilities
Patient Support and Communications
- Serve as the first point of contact for inbound patient queries across email and platform support channels, responding promptly and with care.
- Triage clinical questions to the appropriate clinician or care team, and maintain clear resolution logs.
- Coordinate patient support tooling and help-desk workflows as the platform scales.
Patient Document and Records Management
- Organize and maintain patient records, intake forms, consent documents, and screening results in full HIPAA compliance.
- Coordinate document requests across patient cases, including lab results, medical history, and clinician correspondence.
- Keep patient information secure and US-resident at all times, with disciplined access controls and audit-ready records.
Pharmacy and Vendor Coordination
- Act as the operational liaison to the contracted medical group and its pharmacy operations for prescription routing, fulfillment status, and patient follow-up.
- Coordinate with the laboratory vendor on lab orders, results delivery, and at-home phlebotomy logistics.
- Track vendor service levels, surface issues early, and keep cross-vendor handoffs running smoothly.
Billing and Financial Coordination
- Manage patient invoicing, cash-pay billing cycles, and payment reconciliation with accuracy and timeliness.
- Support the merchant-of-record model in which the patient pays the organization and the platform remits to providers at cost; maintain records and flag discrepancies to leadership.
- Liaise with finance on outstanding billing matters and pass-through reconciliation.
Platform and Backend Operations
- Monitor the day-to-day health of the patient-facing platform and intake flows, ensuring the backend runs smoothly.
- Partner with engineering to triage operational issues, test new flows before launch, and confirm fixes.
- Develop and maintain SOPs for recurring operational tasks; surface process gaps with actionable recommendations.
Required Qualifications
- US-based and authorized to work in the United States.
- 3+ years in operations management, medical administration, or a comparable role.
- Excellent written and verbal English; professional, warm, and precise at all times.
- Experience with cash-pay or direct-to-consumer medical billing and payment workflows.
- Rigorous approach to patient confidentiality and HIPAA-compliant document management.
- Proficiency in Google Workspace, Notion, and EMR or telehealth platform tools.
- Self-directed with strong deadline management; available across US Eastern business hours.
Preferred Qualifications
- Prior experience in a telehealth, women's health, or direct-to-consumer healthcare environment.
- Familiarity with lab-based screening workflows, membership billing models, or subscription support.
- Experience coordinating pharmacy and laboratory vendors.
- Background in patient-facing support or healthcare CRM platforms.
What is Offered
- A founding-team environment where work directly shapes how the platform operates and how patients experience care.
- Long-term, stable remote engagement with a purpose-driven, physician-led team.
- Ownership, autonomy, and the pace of a pre-launch platform with real momentum.
The hiring company is an equal opportunity employer committed to building a diverse and inclusive team.