Head of Operations

Why This Role Is Different You make the pilot real, not the pitch deck. Wayfind has provider pilots launching Q3 2026 and a model Medicare reimburses. Your job is to make it work in the field — real seniors, real advocates, real records. The payment model exists; the operating model is yours to build and prove. First operator, not employee #20. You're the first implementation lead, the first quality owner, the first "why did this break?" person. How Wayfind runs in the field doesn't exist until you build it. A funded problem no one has cracked. Seniors' care is fragmented across providers who never connect, and almost no one has stood up the coordination to fix it — because the operational lift is brutal. That lift is the company, and it's your domain. Founding scope, founding ownership. You own the operating model end to end and sit in the room where the company gets decided. Company Description US older adults do not have a healthcare system that works as one. They move between independent doctors, specialists, pharmacies, hospitals, and insurers that never connect, so no one sees the full picture of their care. As a result, the hardest coordination work falls on patients and families instead of professionals. Families track medications, repeat histories, chase referrals, sort bills, and appeal denials. This leads to fragmented care, unnecessary costs, and avoidable complications. Wayfind creates the coordination the system never provided. We give every senior a dedicated advocate team led by a registered nurse and powered by purpose-built AI. The team manages appointments and follow-ups, reconciles medications across doctors, appeals denied claims, and catches issues early. The right specialist gets the full history in advance. Because Medicare covers Wayfind, most older adults can now get what only the wealthy have long had: a team whose whole job is making their care work. We're launching pilots with providers in Q3 2026, targeting a 25% reduction in avoidable hospitalizations and ED visits. Role Description Your mission is simple to state and hard to do: make the pilot work in the real world. You own the operating model — patient handoff, advocate workflow, scripts, escalation paths, documentation standards, QA, compliance, and reporting. When a handoff breaks, a note is wrong, or a claim isn't clean, that's yours to find and fix before it becomes a pattern. You're the first operator on the ground, turning messy frontline reality into a repeatable, compliant, measurable process that scales past the first cohort. You'll work directly with the founding team and provider partners to ship the model, watch it run, and tighten it every week. This is a build-and-operate role, not an advisory one. What You Will Do Build the operating model. Advocate workflow, patient and family communication, records access, audit trail, and the AI admin layer — plus the handoffs, scripts, and escalation paths that define how Wayfind runs. Stand up the advocate team. Define the playbook — journey, protocols, QA, training — and run a team of RN advocates working with AI. Deliver the experience. Enroll patients, reconcile medications, close care gaps, appeal denials, support families, and catch issues before they become hospitalizations. Own claims end to end. Time logs, documentation, claims, copays, and denials — every claim clean and audit-ready. Own quality and analytics. Be first to every broken handoff or bad note, fix the process so it doesn't recur, and report outcomes weekly against the 25% target — clear before-and-after, not vibes. Who You Are You've built or fixed a real operation, ideally in healthcare — not just advised on one You've owned a metric and moved it, and can show how You can turn messy frontline work into a repeatable, documented process You treat documentation, billing, and compliance as your job, not someone else's You get close to the work: patients, families, advocates, records, broken handoffs You don't hide behind frameworks or wait for a team before you'll touch the work Why Apply Now The reimbursement is live, seed has been raised, and provider pilots launch in Q3 2026. The problem — fragmented care for millions of seniors — is urgent and unsolved at scale. What's missing is the operator who can make it work in the field. If you've built or fixed a healthcare operation, moved a metric you cared about, and want to own how senior care actually gets delivered rather than advise on it from a deck, this is your moment.

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