Center Operations Manager - Raleigh, NC

Job Description

Job Description

Position Overview

The Clinical Operations & Practice Manager is responsible for overseeing the daily operations of a refractive surgery / LASIK practice, ensuring exceptional patient care, operational efficiency, and strong team leadership. This role works closely with the Practice Owner and clinical team to coordinate staff performance, patient flow, surgical scheduling, patient satisfaction, and business growth initiatives.
This is a hands-on leadership role within a boutique surgical practice. The manager is expected to actively participate in clinic workflow and cross-train in all practice roles, including technician, administrative, and surgical assisting positions, as needed to support the team, train new employees, and maintain an exceptional patient experience.
Staff Leadership, Development & Owner Collaboration

• Schedule and coordinate staff and clinical providers
• Ensure adherence to clinic policies and professional standards
• Motivate and support a high-performing team environment
• Conduct regular staff meetings and performance evaluations
• Set measurable monthly team goals and track progress
• Support professional development and cross-training initiatives
• Address workplace conflict and foster a positive clinic culture
• Maintain regular communication with the owner regarding staffing, hiring, operational decisions, practice initiatives, and progress in role and staff development

Cross-Training & Operational Support

• Cross-train in all clinic roles, including front desk, surgery scheduling and counseling, clinical technician, and surgical technician
• Provide operational coverage in any role as needed to maintain clinic and surgical flow
• Assist in training new staff members across all clinic positions and workflows
• Maintain familiarity with all clinical and administrative processes to support overall team performance

Patient Scheduling & Surgical Coordination

• Oversee daily clinic and surgical schedules
• Ensure efficient patient flow from consultation through surgery and postoperative care
• Monitor scheduling accuracy and optimize scheduling templates
• Coordinate with technicians and surgical staff to ensure readiness for surgical days

Patient Experience & Satisfaction

• Ensure patients receive exceptional care and clear communication throughout their surgical journey
• Monitor patient flow and minimize delays
• Request and track patient reviews and testimonials
• Address patient concerns or complaints professionally and efficiently
• Assist with enhancement evaluations and chart reviews with the surgeon when appropriate

Human Resources

• Recruit, hire, and onboard new employees
• Oversee training and development of new team members
• Track PTO accrual and usage
• Participate in payroll coordination
• Recommend compensation adjustments and performance bonuses in collaboration with the owner

Operational & Equipment Management

• Ensure diagnostic and surgical equipment is properly maintained according to manufacturer recommendations
• Coordinate equipment service and repairs in collaboration with the owner
• Assist in evaluating new technology or equipment purchases

Supply Purchasing & Vendor Management

• Oversee purchasing of clinical and office supplies
• Maintain appropriate inventory levels
• Negotiate vendor contracts to ensure competitive pricing and high-quality service

Practice Growth & Competitive Awareness

• Monitor the refractive surgery market and local competition
• Stay informed on competitor pricing, services, and offerings
• Recommend strategic initiatives to maintain a competitive advantage
• Ensure consistent patient messaging regarding procedure options, expectations, and financing

KPI Monitoring & Business Performance

• Monitor key performance indicators, including consultations, conversions, surgical volume, and revenue
• Develop new metrics to improve operational efficiency and patient experience
• Report performance trends and recommend operational improvements
• Track consultation-to-surgery conversion rates and collaborate with the team to enhance patient education and scheduling

Marketing & Advertising Coordination

• Assist with communication with marketing vendors on advertising strategies
• Monitor campaign performance and return on investment
• Support initiatives that increase patient consultations and surgical conversions