Head of Operations (With Optometry Experience) - Remote

Position: Integrator / Head of Operations (Optometry)

Set-up: Fully Remote

Summary

Serve as the “right-hand” to the Visionary (CEO) by translating high-level strategy into actionable operations. Own day-to-day leadership of the organization’s operational departments—including phone support, Virtual Assistants (VAs), scribes, back-office, 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 company-wide goals.

Organizational Relationships

• Reports To: Visionary (CEO) / Ankit Patel
• Direct Reports: Supervisors (Phone Support, VA, Back-Office), Billing & Insurance Teams, Operations Staff, Quality Analyst, etc.
• Cross-Functional: 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 (speed-to-answer, call quality, wow scores).
• Manage VAs & Scribes: Coordinate task allocation, productivity targets, and training so that remote assistants and scribes support optometry practices effectively.
• Back-Office & 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 back-office staff.
• Skills Assessment: Coordinate with supervisors and trainers to conduct performance assessments, ensuring employees meet required proficiency levels in optometry-related 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.
• Cross-Functional Collaboration: Partner with the Visionary on strategic initiatives and collaborate with Sales, Finance, HR, and IT to ensure company-wide alignment.

Data-Driven Decision Making & Metrics

• KPI Tracking: Monitor and drive key metrics—SLA 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.

Required Qualifications

Education & Experience

• Bachelor’s degree in Business Administration, Healthcare Administration, or related field (Master’s a plus).
• Proven operations management experience in an optometry or healthcare environment.
• 5+ years in leadership roles with direct responsibility for large, multi-layered teams.
• Familiarity with insurance billing, EHR systems, and optometry-specific processes.
• Knowledge of HIPAA compliance and healthcare regulations.

Compensation & Benefits

Base Salary

• $80,000 per year (guaranteed)

Bonus Structure

We’ve 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.
• Team-Building 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. You’ll translate the CEO’s vision into daily operations, orchestrating multiple departments to deliver high-quality optometry support services. This role is pivotal in ensuring we not only meet but exceed client expectations—while scaling sustainably and profitably.

In Summary

• Base Salary: $80,000
• Monthly Bonuses: Tied to operational “green” rates (93%, 97%, 100%) + upsell metrics (>20% of baseline).
• Quarterly Bonuses: Tied to client retention (≥95%) and 3-month rolling operational averages.
• Total Compensation Potential: Ranges widely based on performance, with opportunities to exceed $100,000+ through consistent operational excellence, client retention, and upsell achievement.

This compensation plan ensures your day-to-day execution (monthly metrics) and longer-term strategy (quarterly retention and consistency) are both rewarded.