Job Description

• Map & Document Current Workflows
  • Conduct structured interviews with Ops, Finance, Compliance, and Client Success to understand how work currently flows end-to-end.
  • Document key workflows: patient qualification, order routing, client onboarding, billing/collections, invoicing, and partner support.
  • Identify handoff points, bottlenecks, and failure modes where work gets stuck or dropped.
  • Produce clear process maps and SOPs that teams can actually use.

• Build Visibility & Tracking
  • Design and maintain a cross-functional initiative tracker — who owns what, what stage it's in, what's at risk.
  • Build dashboards and scorecards that give leadership a real-time view of operational health.
  • Track inter-department dependencies so that delays in one team's work surface before they cause downstream failures.
  • Create escalation paths and status reporting cadences so the right people know the right things at the right time.

• Drive Accountability Without Authority
  • Follow up with stakeholders on open items and commitments, keeping things moving without being a blocker.
  • Proactively identify any bottlenecks in the execution plan and bring them to the attention of the relevant stakeholders.
  • Facilitate cross-functional syncs and document decisions, action items, and owners.
  • Maintain a clean issue log and drive resolution on recurring problems.
  • Be the connective tissue between departments, so no one is surprised.

• Support Process Improvement Over Time
  • Identify high-impact processes to prioritize for redesign based on error rates, cycle time, or volume.
  • Propose and implement incremental improvements; measure impact.
  • Build a simple continuous improvement intake mechanism so improvement ideas don't get lost.
  • Support automation requirements gathering, translate operational pain points into clear requirements for the Product/Engineering team.

• 6–10 years of experience in Operations, Program Management, Business Operations, or Process Improvement.
• Has at least 2 years of experience working with companies based in the US.
• Demonstrated experience in mapping and documenting complex, multi-step workflows across departments.
• Strong dependency tracking and project management skills, you know how to hold a plan together when multiple teams are involved.
• Proficiency with PM and tracking tools (Asana, Monday.com, Jira, Notion, or similar).
• Advanced Excel/Sheets skills as a baseline.
• Excellent written and verbal communication in English, able to interview senior stakeholders and translate messy reality into clean documentation.
• High trust-building. Able to work alongside operational leaders without threatening their authority.
• Comfortable working US business hours overlap (EST overlap preferred).
• Technology Specifications:
  • Minimum 100 Mbps Internet Speed
  • Windows 11 or MacOS 15 Sequoia
  • Minimum Intel i5 8th gen with 8GB RAM or Apple M1 chip with 8GB RAM
  • Webcam and Headset
  • Designated Quiet Office Space

• Experience in US healthcare, pharma services, or a regulated industry, ideally in a shared services environment supporting US clients.
• Exposure to Lean, Six Sigma, or structured process improvement methodologies (certification not required — practical application matters more).
• Background in consulting or a fast-scaling startup where you had to build structure while things were moving. Familiarity with billing, invoicing, or revenue cycle workflows.

• Is a systems thinker who enjoys creating order out of complex, fast-moving environments.
• Notices when something might fall through the cracks and takes action before it does.
• Communicates clearly and calmly, even when delivering difficult status updates.
• Builds trust quickly by being reliable, prepared, and easy to work with.
• Understands the difference between mapping a process and making a process actually work, and focuses on making it effective.