Head of Operations

Terrarium • New York, NY

1d

About The Position

Wayfind is building a new model for senior healthcare coordination, powered by a dedicated advocate team led by a registered nurse and supported by AI. The company's mission is to address the fragmentation of care experienced by older adults who navigate between various healthcare providers without a unified system. Wayfind aims to provide a seamless care experience by managing appointments, reconciling medications, appealing denied claims, and proactively identifying issues. With Medicare reimbursement secured and provider pilots launching in Q3 2026, Wayfind is seeking an operational leader to build and prove the effectiveness of its operating model in the field.

Requirements

• Experience building or fixing a real operation, ideally in healthcare.
• Proven ability to own a metric and demonstrate its improvement.
• Ability to transform messy frontline work into a repeatable, documented process.
• Treats documentation, billing, and compliance as core responsibilities.
• Willingness to engage directly with the work, including patients, families, advocates, records, and identifying process breakdowns.
• Proactive and hands-on approach, not waiting for a team or relying solely on frameworks.

Nice To Haves

• Experience in healthcare operations.
• Experience moving a metric that matters.
• Experience turning frontline work into repeatable processes.
• Experience with documentation, billing, and compliance.
• Experience working closely with patients, families, and frontline staff.
• Experience building and operating a healthcare service.

Responsibilities

• Build the operating model, including advocate workflow, patient and family communication, records access, audit trail, AI admin layer, handoffs, scripts, and escalation paths.
• Stand up the advocate team by defining the playbook (journey, protocols, QA, training) and managing the team of RN advocates working with AI.
• Deliver the patient experience by enrolling patients, reconciling medications, closing care gaps, appealing denials, supporting families, and preventing hospitalizations.
• Own claims end-to-end, ensuring all claims, copays, and denials are clean and audit-ready.
• Own quality and analytics, identifying and fixing broken processes, and reporting outcomes weekly against a target of 25% reduction in avoidable hospitalizations and ED visits.

Benefits

• Founding scope and ownership.
• Opportunity to build and prove an operating model.
• Work directly with the founding team.
• Opportunity to make a significant impact on senior care.
• Medicare reimbursement model.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed