Head of Operations

Polaris Sleep is a virtual sleep medicine clinic delivering diagnosis and treatment for obstructive sleep apnea to patients across multiple geographies (Maryland, DC, Virginia, Texas, Georgia, and Indiana planned so far). We replace a fragmented, months-long referral pathway with a single connected experience: risk screening, virtual consult, home sleep testing, interpretation, and therapy initiation with ongoing adherence support. Our model is built around clinical rigor, an exceptional patient experience, and an operating system that scales without adding friction. We are looking for a hands-on operations leader to build that system.

Virtual role with occasional travel (<10%). Reports to GM.

The Opportunity

As Head of Operations, you will own the delivery engine of the clinic. You will build the workflows that carry a patient from first click to therapy adherence, own revenue cycle and payer operations, lead our clinical and care management team alongside our Medical Director, and hold accountability for the conversion performance of our acquisition funnel.

This is an early-stage build role. Much of what you will own does not exist yet in durable form, and you will be designing it while the clinic runs. It is the right role for an operator who wants to construct the operating model rather than inherit one, and who is comfortable being both the architect and the person doing the work.

Essential Functions

Clinical Delivery Operations

• Own the end-to-end patient journey; intake, scheduling, virtual consult, home sleep apnea test (HSAT) fulfillment, interpretation turnaround, therapy initiation, and adherence follow-up
• Establish and document the workflows, SOPs, and escalation paths that let the clinic operate consistently without depending on any one person
• Partner with the Medical Director and clinical team on clinical protocols, scope of practice, and quality standards; own the operational systems that make those protocols executable
• Manage device vendor operations, including HSAT logistics, resupply, and DME coordination
• Coordinate with Head of Product on EHR configuration and workflow build in Medplum, including the automations that remove manual handoffs

Revenue Cycle and Payer Operations

• Own the full revenue cycle: eligibility verification, benefits determination, patient responsibility collection, claims, denials, and AR
• Own prior authorization operations across payers and plan types, including the rules and tracking that keep authorization timelines from becoming a throughput constraint
• Run a standing AR and denials working session with named ownership for every open item
• Manage credentialing and multi-state licensure for all clinical staff, and maintain readiness for new state expansion
• Support payer contracting with the operational and utilization data required to negotiate; own implementation once contracts are executed

Operating Cadence and Reporting

• Establish the weekly and monthly operating rhythm: KPI review, working sessions, and cross-functional priorities
• Own unit economics reporting; cost per patient acquired, contribution margin per episode, cash-pay and payer mix
• Prepare operating content for board and investor reporting in partnership with GM
• Facilitate the clinical council and translate its output into operational change

Qualifications

• 8+ years in healthcare operations, including direct ownership of service delivery in a virtual care, digital health, or ambulatory setting
• Demonstrated ownership of revenue cycle operations end to end, including eligibility, prior authorization, denials, and AR
• Experience implementing or migrating core clinical and billing infrastructure, including EHR and eligibility or claims vendor integration
• Experience with credentialing and multi-state licensure in a telehealth or multi-site model
• Track record building operating cadence and KPI infrastructure that outlasted your tenure
• Experience managing clinical and administrative staff, and holding vendors or contractors to performance standards
• Familiarity with payer operations, prior authorization dynamics, and referral network behavior
• Sleep medicine, DME, or diagnostics experience welcome but not required

Skills and Attributes

• Systems thinker who documents, automates, and removes single points of failure rather than absorbing complexity personally
• Root-cause discipline; distinguishes human error from system failure and fixes the second one
• Strong quantitative instincts, comfortable modeling capacity, throughput, and unit economics without waiting for a finance function
• Clear, direct communicator with clinicians, contractors, and leadership
• Comfortable with ambiguity, incomplete data, and doing the work personally before it can be delegated
• Patient-centered, with genuine commitment to care quality as an operational discipline

Compensation: $180,000 - $200,000 base, 15% annual bonus eligibility + Benefits and PTO

Location: Anywhere in the US

Polaris Sleep believes our impact is greater when our teams reflect the communities we serve. We are proud to be an equal opportunity employer and consider all qualified candidates regardless of race, ancestry, color, gender identity or expression, sexual orientation, religion, national origin, citizenship, disability, Veteran status, marital status, or any other protected status. If you have a special need or disability that requires accommodation, please let us know.