Head of Operations

Kins; New York (NY); Remote; USD 180,000 - 240,000; Full time

Job summary

Kins is transforming home and virtual physical therapy with a patient-centric model. As a senior operations leader, you will shape culture, define metrics, and mentor teams across CX, billing, clinical experience, and partnerships.

You’ll forecast demand, handle credentialing, and drive scalable processes that support rapid growth while maintaining care excellence. You bring 8+ years in healthcare operations, a data-driven mindset, and a track record of leading teams and implementing SOPs in

Qualifications

• 8+ years in healthcare operations.
• Proven track record leading teams.
• Deep understanding of insurance and payer workflows.
• Knowledge of eligibility and authorization processes.
• Experience building standard operating procedures from scratch.
• Experience delivering organizational change in scaled systems.
• Data fluency and comfort with dashboards and metrics.

Responsibilities

• Lead the team and shape culture, metrics, and operating rhythm.
• Scale the business by forecasting, intake, and scheduling optimization.
• Own partnership activation, patient flow, and conversion metrics.
• Design scalable revenue cycle, intake, and scheduling processes.
• Define goals and SOPs and ensure accountable execution.

Skills

Team leadership

Data-driven

Healthcare operations

Payer workflows

SOP development

Change management

Analytical thinking

Tools

Zendesk

Candid RCM

Job description

Kins is changing the way physical therapy works. For patients, we deliver 1:1, fully licensed physical therapy at home and virtually, covered by insurance, built around real life. No aides. No productivity quotas. For physical therapists, working with Kins means rediscovering how clinical care was meant to be practiced, with time to treat patients holistically. Thousands of people feel the difference as evidenced by 4.9 stars on Google and an NPS of 91. We are physical therapy, reimagined.

What You’ll Do

• Lead the team. As a senior leader in the company you’ll help set the culture, define and develop operating metrics, hire and mentor staff and make certain all is running optimally across CX, recruiting, billing/RCM, clinical experience and more.

• Scale the business. Manage supply-demand matching, own forecasting, manage credentialing issues and do the heavy lifting that keeps Kins growing.

• Manage partnership activation. Once a partner is acquired, you own success. That means conversion rate, patient flow, and the internal processes that turn a new partnership into real, growing volume.

• Build processes that scale. From revenue cycle management to intake to scheduling, you'll design the operational systems that let us grow and improve daily.

• Set the operating rhythm. Define the metrics, goals, and standard operating procedures that drive operational effectiveness, and hold the org accountable to them.

What You’ll Bring

• 8+ years in healthcare operations

• A track record of leading teams

• Deep understanding of insurance and payer workflows

• Knowledge of eligibility and authorization processes

• A track record of building standard operating procedures from scratch

• Experience delivering organizational change inside scaled healthcare systems

• Data fluency. You use data to find the problem, size it, and prove the fix worked. You'd rather look at the numbers than guess.

Who You Are

• A player-coach. You lead a team and you still do the work when it counts.

• An experienced operator that still loves to get in the weeds. You can move from the ground floor to the 30,000-foot strategic view and back again in a single day.

• Detail-obsessed. The small things are where operations succeed or fail, and you catch them.

• Data-first. You reach for evidence before opinion.

• Digital fluency. You're comfortable across the digital platforms that run modern healthcare ops, from Zendesk to Candid RCM and whatever comes next.

• Steady when things break. When something goes wrong, you're the one who steps in, diagnoses it fast, and gets it resolved without losing your composure.

Nice to Have

• Startup to Growth-stage company experience

• Healthcare change management at medium-to-large healthcare organizations

• Physical therapy management experience (multi-clinic location or larger)

• Marketplace experience