Patient Experience Team Manager - Ophthalmology in Alton, Illinois at Ideal Eye Surgery LLC

Reports To: Clinic Leader

Type: Full-Time

About Us:

At Ideal Eye Surgery, we embrace the evolution of eye care by leveraging cutting-edge technology and innovative surgical techniques. Departing from an era of the traditional, one-size-fits-all approach, we tailor our treatments to suit your unique needs.

In a landscape where many ophthalmology practices adhere to outdated methods, we are committed to investing time and expertise to uncover your ideal solution. Our dedicated team of experienced doctors prioritizes fostering strong collaborative partnerships with your primary eye care doctor, allowing them to continue the long-term care of your eyes. That enables us to provide you with an enlightening initial evaluation and opportunities for informed discussions that will guide you toward the best surgical decision.

Position Overview:

The PX Team Manager is responsible for directly managing Patient Experience team members, ensuring clinic operations across hubs and travel locations run smoothly, efficiently, and in alignment with organizational goals. This role emphasizes team leadership, operational ownership, patient flow optimization, and continuous improvement through structured feedback, coaching, and collaboration.

Key Responsibilities:

Team & Clinic Ownership

• Ensure hub and travel locations meet performance goals and maintain high standards of patient experience.
• Maintain clinic coverage planning, accounting for PTO and staff resourcing needs.

Team Leadership

• Directly manage team members to ensure daily operations run efficiently.
• Support staff development through training, coaching, and performance evaluations.
• Identify skill gaps and implement tailored training programs.

Patient Flow & Operations

• Ensure team huddles are effectively run; attend Sight Check daily.
• Complete daily clinic grading sheets to document operational performance.
• Monitor workflows related to scheduling, check-in, and follow-up; recommend improvements.
• Oversee supply needs for seamless operations.

Patient Experience

• Act as a champion for exceptional patient experiences, addressing patient needs and concerns promptly.
• Ensure completion of all PX surveys at hubs and travel locations.
• Participate in root cause analyses (RCA) for significant patient experience issues, providing context and helping develop improvement strategies.

Performance Measurement & Reporting

• Financial Accountability & Ownership: Own the overall financial performance and profitability of assigned hub and travel locations, managing local operating budgets, hub expenses, and supply allocation to drive fiscal health and operational efficiency.
• KPI Tracking & Revenue Optimization: Monitor, analyze, and report on key performance indicators (KPIs)—including patient volume, conversion rates, resource utilization, and operational costs—to identify revenue risks and growth opportunities.
• Performance Reporting & Action Plans: Complete daily PX Hub Grading sheets, track operational metrics, and use data-driven insights to quickly address performance dips or workflow bottlenecks.
• Strategic Business Reviews: Prepare and lead Quarterly Business Review (QBR) presentations and provide regular updates for the IES operational plan, outlining hub financial performance, operational achievements, and strategic goals.
• Financial & Resource Alignment: Partner with senior leadership and cross-functional teams (e.g., billing, surgery, resourcing) to align staffing and operational spend with monthly and quarterly financial targets.

Collaboration

• Partner with other departments (surgery, billing, call center, etc.) to identify operational gaps and improve processes.
• Align with training leaders to confidently train and mentor guides.

Continuous Improvement

• Apply the PDCA (Plan-Do-Check-Act) cycle to evaluate and enhance processes.
• Drive consistent adherence to PX systems, including DrC scheduling accuracy and travel system standards.

Travel & System Ownership

• Travel at least twice monthly, with additional travel as needed to support staff gaps.
• When filling the Travel TM role, own travel-related systems (supply inventory, packing, checklists, machine SOPs, gas receipts, oil change indicators, etc.).
• Participate in quarterly and monthly resourcing alignment meetings for staffing and travel planning.

Qualifications

Education:

• High school diploma or equivalent required.
• Bachelor’s degree preferred

Experience:

• Previous experience in an Ophthalmology clinical setting is preferred.
• 5+ year of management experience preferred.

Technical Skills:

• Proficient in EHR systems and other office software.

Other Skills:

• Strong attention to detail and accuracy in documentation.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks in a fast-paced environment.
• Strong commitment to patient confidentiality (HIPAA compliance).
• Hub based roles have office management duties to include facility support as needed to ensure clinic is fit for purpose and provides positive patient experience.

Pay: $40,000.00 - $70,000.00 per year

Benefits:

401(k)

401(k) matching

Dental insurance

Health insurance

Health savings account

Life insurance

Paid time off

Vision insurance

Work Location: In person