Fractional COO / Business Development Lead and Operations oversight (Contract) - Contract to Hire

We are a growing services company that partners with medical/healthcare practices to improve patient access, engagement, and experience through high-touch virtual front-office and care coordination support. Our teams act as an extension of clinical offices, managing patient calls, appointment scheduling, follow-ups, and communication workflows, so providers can focus on delivering care. We are seeking a Fractional COO with entrepreneurial, strong growth and business development experience to help us scale a technology based patient-centered service model while maintaining high standards of care, responsiveness, and operational excellence. This is a hands-on, contract leadership role ideal for someone who understands how patient experience, client satisfaction, operational rigor, and revenue growth intersect in healthcare services. This role will be engaged on a monthly contract fee with operations, infrastructure and revenue based performance incentives and bonuses. Scope of Work: Client Communications, Patient Care, Operations & Service Excellence •Optimize client relationships including selective and infrequent site visits

• Assess and optimize patient-facing workflows, including inbound/outbound calls, scheduling, follow-ups, and communication handoffs
• Institute operational processes that support timely patient access, continuity of care, and positive patient experience
• Improve staffing models, coverage planning, and escalation protocols to meet patient demand across extended or 24/7 service hours
• Define and track KPIs tied to patient responsiveness, appointment conversion, no-show reduction, service quality, and satisfaction
• Build scalable, compliant processes that support consistent patient interactions across practices and specialties
• Identify risks related to patient experience, service breakdowns, or operational gaps and implement corrective solutions Business Development & Revenue Growth
• Help define and execute a growth strategy focused on expanding patient-centric services to new types of medical and health services practices, healthcare organizations, and governmental contracts
• Support outbound sales efforts, partnerships, and referral relationships aligned with improving margins
• Evaluate pricing models and service packages to ensure sustainability while maintaining high-quality and responsive servicing of clients
• Strengthen client retention by reporting that demonstrates measurable impact on patient experience and practice operations
• Develop growth planning, service expansion roadmaps, and revenue forecasting Leadership & Advisory
• Serve as a strategic partner to the leadership team
• Bring structure, accountability, and clarity to day-to-day operations across a remote, patient-facing workforce
• Establish clear roles, expectations, and communication rhythms to ensure consistent service delivery
• Support hiring strategy, onboarding, and training structures to reinforce patient and customer-centered service standards Ideal Background
• Closely held, small business or family-owned business experience
• 5+ years in operations leadership, COO/CEO/, or general management experience, with sales, business development and P & l responsibilities
• Experience in remote services, practice management, medical staffing, or service-based businesses
• Strong understanding of operational scale, margins, and service delivery economics
• Comfortable working with small teams
• Highly organized, creative thinker, systems-oriented, and execution-focused
• Experience working in a fractional / contract leadership role is a strong plus Contract Details
• Type: Independent Contractor – Monthly Retainer
• Estimated Hours: Part-time
• Location: Remote with ability to travel
• Start: ASAP Contract Details
• Engagement Type: Independent Contractor with monthly retainer. High upside performance based incentives and bonuses opportunity
• Time Commitment: Must be available during some standard Pacific Time (PT) business hours, with periodic after-hours availability
• Location: Remote; occasional travel as needed
• Start Date: No later than 30 days after offer Performance Incentive: In addition to the monthly contract, performance-based incentives will be considered for new client acquisition, revenue growth, and successful expansion of patient-centered service offerings, aligned with clearly defined outcomes and metrics. Why This Role Is Different This role sits at the intersection of care experience, technology, operational leadership, and growth. Success is measured not only by revenue, but by how effectively we help clients and practices improve access, reduce friction, and deliver better experiences for the

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