Operations Manager

Summary

SPHERE HEALTH is a pre-launch direct-to-consumer women's telehealth platform providing physician-led virtual care, lab-based screening, membership, and technology-enabled patient experiences. The Operations Manager will coordinate patient support, records management, pharmacy and laboratory vendors, billing, and backend platform operations while maintaining HIPAA-compliant handling of patient information.

Responsibilities

• 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 SPHERE HEALTH clinician or care team, and maintain clear resolution logs
• Coordinate patient support tooling and help-desk workflows as the platform scales
• 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
• 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 our 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
• 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 SPHERE HEALTH 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
• 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

Skills

• 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
• 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

Qualifications

Must Haves

• 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

Nice to Haves

• 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

Benefits

• A founding-team environment where your 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 and autonomy.