Back-Office OPS Lead (Healthcare Startup | AI / Biotech)

Key Responsibilities
Phone and patient/family communication: Handle inbound calls and make proactive outbound calls with empathy, patience, clarity, and professionalism, including sensitive and urgent conversations. You will speak daily with patients, families, facilities, clinicians, referring physicians, payers, vendors, and partners.
Scheduling: Manage intake and referrals, assign clinicians to visits, send confirmations, handle rescheduling, and coordinate visit logistics.
HR and provider documentation: Maintain complete files for physicians, PAs, and NPs, including licenses, CAQH profiles, malpractice coverage, contracts, W-9 and I-9 forms, training records, and expiration dates.
Credentialing: Drive credentialing with Medicare, Medi-Cal managed care plans, and commercial plans; maintain trackers, prepare submissions, follow up persistently, and hit deadlines.
Contracting and billing support: Fill gaps across payer enrollments, clearinghouse setup, missing documentation, NPI issues, and claims blockers, and keep vendors and billing partners on track through consistent follow-through.
Operational systems and IT: Serve as the go-to for our tools, including ChARM EMR, Heidi, Microsoft 365, SharePoint, Zoom, and HubSpot or a comparable CRM. Keep dashboards, trackers, permissions, and document management clean and current, and adopt new tools quickly.
AI-native process improvement: Use Perplexity, Claude, and other frontier AI tools daily to build SOPs, templates, and automations, always with appropriate human review and privacy safeguards.
Ownership: Call until the answer is clear, stay on top of every open loop, document the owner, next step, and deadline for each issue, and escalate appropriately.
Compliance support: Support adherence to HIPAA, OIG, and state regulatory standards, maintain audit trails, and flag risks to leadership. This role supports compliance and does not make legal or clinical determinations.

A Day in This Role
Morning: Triage phones, messages, scheduling changes, and trackers so the day starts clean.
Late morning: Patient and family calls, new patient onboarding, payer and vendor calls, and documentation work.
Afternoon: Billing and contracting follow-up, systems maintenance, SOP updates, and AI automation projects.
Late afternoon: Sync with the Practice Administrator and clinical leadership, then close remaining loops before end of day.

Required Qualifications
1-5+ years of relevant experience in operations, healthcare administration, practice management, revenue cycle management, or office management
Excellent phone presence with patients and families as well as professional contacts
Strong technical fluency and the ability to troubleshoot and learn new software quickly
Proficiency with frontier AI tools, with concrete examples of workflows you have built or improved
Solid spreadsheet, project-tracking, and data skills
Exceptional accuracy, documentation habits, persistence, and written and verbal communication
Authorization to work in the United States and ability to work on-site in Long Beach
Willingness to handle demanding days and changing priorities; all hours worked, overtime where applicable, meal and rest periods, and scheduling comply with California law

Preferred Qualifications
Experience with credentialing, billing, or provider enrollment
Experience onboarding clinical staff
Familiarity with ChARM or another EMR, clearinghouses, Heidi, HubSpot, and Microsoft 365/SharePoint
Experience in a regulated healthcare environment, including HIPAA
Success in the Role
Execution starts immediately. Here is what strong performance looks like:

First week: You are answering and making calls, handling patient and family communication, managing scheduling, working the inboxes and trackers, and picking up open issues.
Day 30: You independently run the daily core cadence and have documented the top five SOPs.
Day 60: You are measurably reducing recurring blockers and have shipped at least two AI or automation improvements.
Day 90: You run a reliable, scalable cadence with dashboards leadership trusts, your documentation is ready to support the next hire, and the back office is helping us serve more patients without losing details.