Director of Virtual Practice Operations

The problem Healthcare is extraordinarily difficult to navigate, especially for older adults managing serious or complex conditions. Patients and families are often left to coordinate disconnected providers, navigate coverage questions, find community resources, and advocate for themselves.Too often, they are making the calls and sorting through the paperwork alone. Pinnie exists to change that.We connect eligible patients with dedicated care advocates who help them navigate the healthcare system, coordinate care, overcome barriers, and get more from the resources available to them. We’re building the infrastructure for a physician-led virtual practice across the country.The role We’re hiring a Director of Virtual Practice Operations to own the running and scaling of Pinnie’s national virtual practice.This is a hands-on builder role. You’ll work directly with our founders and own practice operations, reimbursement workflows, compliance coordination, and oversee practice finances.We’re looking for someone who can help manage claims, work through a provider enrollment issue, build a staffing forecast, and improve patient workflow. You identify what needs attention, bring a recommendation, and follow through until the issue is resolved. Experience with Medicare reimbursement and Medicare Advantage is especially critical.You must be based in NYC or within practical commuting distance and available for regular in-person collaboration with our founders. The care team operates virtually across the country.What you’ll do Day-to-day virtual practice operations ● Assist with driving the patient journey from intake and eligibility verification through physician visits, advocate assignment, and ongoing support.● Coordinate provider and advocate onboarding, scheduling, coverage, and capacity across states and time zones. Improve virtual visit completion, patient handoffs, and escalation workflows.Own reimbursement and billing performance ● Manage our billing partner and follow claims through payment. Investigate documentation gaps, rejections, denials, appeals, and outstanding receivables, then fix the recurring problems behind them.● Coordinate Original Medicare and Medicare Advantage workflows, including benefits verification, network participation, patient cost sharing, and authorization requirements where applicable.● Work with billing and clinical specialists on service-specific coverage, coding, documentation, and telehealth billing requirements. Track payment performance by payer.Build the operating foundation for a 50-state practice ● Maintain provider licensure, credentialing, payer enrollment, participation effective dates, and renewals by state and provider. This may involve working with a credentialing consultant.● Coordinate readiness for new payer networks, partnerships, and services, including provider coverage, patient location, consents, workflows, and billing setup.Turn compliance guidance into daily practice ● Work with counsel, clinical leadership, and billing specialists to translate requirements into practical procedures, training, documentation standards, and internal reviews.● Keep compliance tasks, audit requests, and corrective actions moving. Recognize when an issue needs specialist judgment and bring the facts needed to resolve it.Own practice finances and vendor management ● Track collections, staffing costs, vendor expenses, cash needs, and budget performance with accounting support. Understand what it costs to serve a patient and where payment delays affect the practice.● Review invoices and contractor payments, manage vendor commitments, and give leadership a clear monthly financial picture with recommendations.Who you are ● You care about the mission. You understand that a missed handoff or unresolved coverage issue can leave a patient without the support they need.● You know virtual care operations. You’ve worked through the realities of distributed teams, state-specific requirements, and delivering care without a physical front desk.● You follow the details through. You can investigate a claim, reconcile a report, or chase an enrollment issue without losing sight of the larger operating problem.● You’re comfortable with the numbers. You use operating and financial data to explain what’s happening, set priorities, and measure whether a fix worked.● You build resourcefully. You use technology, AI, and automation thoughtfully, with appropriate safeguards for patient information. You can create a workable process with a small team.● You own it. You make routine decisions, manage partners, and surface problems early with a recommendation. People trust you to close the loop.What you’ve done ● At least five years in healthcare operations, including direct responsibility for operating or scaling a telehealth or virtual medical practice across multiple states.● Managed distributed clinicians or care teams and coordinated credentialing, payer enrollment, or provider coverage.● Worked directly with billing and revenue cycle operations, including denials, receivables, and vendor management.● Built useful budgets, forecasts, dashboards, or operating reports and used them to improve performance.● Strongly preferred: Substantial experience with Original Medicare reimbursement and Medicare Advantage payer operations, including enrollment, contracting support, coverage requirements, denials, and appeals.● Helpful: Experience with care management services, or an early-stage healthcare company.Relevant operating experience matters more than a particular degree or clinical credential.Why Pinnie ● Mission that matters. The systems you build help patients get connected to advocates and receive consistent support.● A function you can shape. You’ll establish how a national virtual practice operates and help build the team and processes for its next stage.● Direct access and real ownership. You’ll work closely with a physician co-founder and have meaningful responsibility for decisions and results.● A small team where your work counts. Your improvements will show up in the patient experience, the team’s daily work, and the practice’s financial performance.Benefits ● Generous PTO / sick leave / health benefits● FSA & Commuter Benefits● 401(k) plan● Free lunch and snacks in NY office● Health & wellness stipend