Head of Operations With Optometry Experience - Remote
Head of Operations With Optometry Experience - Remote
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1 Vacancy
Job Description
Position: Integrator / Head of Operations (Optometry)
Setup: Fully Remote
Summary
Serve as the righthand to the Visionary (CEO) by translating highlevel strategy into actionable operations. Own daytoday leadership of the organizations operational departmentsincluding phone support Virtual Assistants (VAs) scribes backoffice insurance billing/filing and training & development. The ultimate goal is to ensure smooth service delivery meet and exceed client expectations drive continuous improvement and achieve companywide goals.
Organizational Relationships
- Reports To: Visionary (CEO) / Ankit Patel
- Direct Reports: Supervisors (Phone Support VA BackOffice) Billing & Insurance Teams Operations Staff Quality Analyst etc.
- CrossFunctional: Works closely with Finance People/HR Software Development Sales & Marketing and Client Success teams.
Key Areas of Responsibility and Accountability
Operations Management
- Oversee Phone Support: Ensure teams meet SLAs (speedtoanswer call quality wow scores).
- Manage VAs & Scribes: Coordinate task allocation productivity targets and training so that remote assistants and scribes support optometry practices effectively.
- BackOffice & Insurance: Oversee insurance verification claims filing postings and other administrative tasks ensuring accuracy timeliness and compliance.
- Process Development & SOPs: Create refine and enforce Standard Operating Procedures across all operational units. Continuously identify areas for improvement.
- Resource Allocation: Ensure teams have the tools systems and staffing needed to deliver seamless service to clients.
Client Satisfaction & Quality Control
- Client Expectations: Collaborate with Client Success Managers to align operational delivery with defined client SLAs and service expectations.
- Quality Assurance: Work with Quality Analysts and Supervisors to evaluate call and service quality identify gaps and implement corrective actions.
- Issue Resolution: Lead rapid resolution of operational issues maintaining client satisfaction and preventing churn.
Training & Development
- Team Training Programs: Oversee design and implementation of ongoing training for call center agents scribes VAs and backoffice staff.
- Skills Assessment: Coordinate with supervisors and trainers to conduct performance assessments ensuring employees meet required proficiency levels in optometryrelated tasks.
- Knowledge Management: Maintain and update training manuals and knowledge bases especially regarding new optometry procedures software and insurance guidelines.
Leadership Management & Accountability (LMA)
- LMA: Provide clear direction manage performance and hold direct reports accountable for delivering on company goals.
- Performance Coaching: Mentor supervisors encouraging professional growth and consistent leadership practices.
- CrossFunctional Collaboration: Partner with the Visionary on strategic initiatives and collaborate with Sales Finance HR and IT to ensure companywide alignment.
DataDriven Decision Making & Metrics
- KPI Tracking: Monitor and drive key metricsSLA compliance rate attendance & attrition quality scores training completion error rates in insurance verification etc.
- Reporting: Create regular reports for the Visionary/CEO on operational performance highlighting progress against targets and any red flags.
- Continuous Improvement: Use data to identify trends propose improvements and innovate solutions that optimize processes and reduce operational costs.
Strategic Planning & Growth
- Scalability: Develop strategies to scale operations as demand grows especially relevant to new optometry practices or service lines.
- Automation & Technology: Work with IT to implement technologies that streamline operations (e.g. advanced call center software integrated EHR/billing systems).
- Risk Management: Identify operational risks (compliance HIPAA data security) and work closely with relevant teams to mitigate them.
Qualifications :
Required Qualifications
Education & Experience
- Bachelors degree in Business Administration Healthcare Administration or related field (Masters a plus).
- Proven operations management experience in an optometry or healthcare environment.
- 5 years in leadership roles with direct responsibility for large multilayered teams.
- Familiarity with insurance billing EHR systems and optometryspecific processes.
- Knowledge of HIPAA compliance and healthcare regulations.
Additional Information :
Compensation & Benefits
Base Salary
- $80000 per year (guaranteed)
Bonus Structure
Weve built in monthly and quarterly bonuses to cover operational excellence client retention and upsells.
Additional Benefits
- Professional Development: Leadership training industry conferences specialized certifications (LEAN Six Sigma advanced optometry billing).
- Healthcare & PTO: Access to standard medical/dental/vision coverage and paid time off.
- TeamBuilding Budget: Resources for employee engagement initiatives to reduce attrition and foster a strong culture.
Application & Next Steps
Interested candidates should submit:
- Resume detailing relevant healthcare/optometry operations experience.
- Cover Letter highlighting experience with large teams and process improvements.
- References from previous roles demonstrating track record of hitting operational goals and retention/upsell targets.
Why This Role Matters
As the Integrator/Head of Operations you will be the glue that keeps clients satisfied (green metrics) employees engaged and business growth targets on track. Youll translate the CEOs vision into daily operations orchestrating multiple departments to deliver highquality optometry support services. This role is pivotal in ensuring we not only meet but exceed client expectationswhile scaling sustainably and profitably.
In Summary
- Base Salary: $80000
- Monthly Bonuses: Tied to operational green ratesupsell metrics >20 of baseline).
- Quarterly Bonuses: Tied to client retention 95 and 3month rolling operational averages.
- Total Compensation Potential: Ranges widely based on performance with opportunities to exceed $100000 through consistent operational excellence client retention and upsell achievement.
This compensation plan ensures your daytoday (monthly metrics) and longerterm strategy (quarterly retention and consistency) are both rewarded.
Remote Work :
Yes
Employment Type :
Fulltime
Employment Type
Remote
