Performance Manager

JOB SUMMARY:

We are seeking an experienced and driven LASIK Performance Manager to oversee and manage the performance of LASIK surgeries across all hospitals within our healthcare chain. This role will involve optimizing surgical outcomes, enhancing patient experiences, and driving growth through both digital platforms and walk-in patient sources. The ideal candidate will demonstrate strong leadership, analytical skills, and a passion for improving visual healthcare services, along with a keen focus on customer service and business development.

KEY RESPONSIBILITIES:

1. Performance Monitoring and Improvement
   • Track and analyze LASIK surgery performance metrics across all facilities, including patient outcomes, satisfaction scores, and financial performance.
   • Implement and oversee quality improvement initiatives to enhance surgical techniques, patient safety, and overall service quality.
2. Customer Service Excellence
   • Develop and enforce best practices for patient engagement and customer service throughout the LASIK process, ensuring a positive experience from initial consultation to post-operative follow-up.
   • Train staff in delivering superior service, addressing patient concerns promptly and effectively, and providing comprehensive support throughout the patient journey.
3. Digital Strategy Development
   • Collaborate with marketing and IT teams to enhance digital platforms and campaigns that drive LASIK surgery awareness and appointments (e.g., website, social media, online advertising).
   • Monitor online leads and ensure timely follow-up and conversion into surgical appointments.
4. Walk-In Patient Management
   • Coordinate with marketing to develop and execute strategies to maximize walk-in visitors for LASIK consultations and surgeries, including community outreach, partnerships, and informational seminars.
   • Empower front-line staff to effectively engage walk-in patients and educate them about LASIK options and advantages.
5. Business Development
   • Identify and pursue new business opportunities to expand LASIK service offerings, including partnerships with optometrists and local businesses.
   • Analyze market trends and competitor offerings to inform strategic business decisions and identify areas for growth.
6. Data Analysis and Reporting
   • Prepare detailed performance reports on LASIK surgery trends, patient demographics, and feedback to present to senior management and stakeholders.
   • Utilize data-driven insights to inform strategic decisions and resource allocation for LASIK services.
7. Regulatory Compliance
   • Ensure all LASIK services comply with local, state, and federal regulations, as well as internal policies and protocols.
   • Stay updated on industry trends, technological advancements, and best practices in LASIK surgery.

QUALIFICATIONS:

• Education: Bachelor’s degree in finance, healthcare management, business administration, or a related field; a Master's degree is preferred.
• Experience: Minimum of 5 years of experience in finance and/or operation. Healthcare experience with a focus on ophthalmology or surgical services; experience with LASIK practices is a plus.
• Skills:
  • Exceptional analytical skills with proficiency in performance metric tracking and reporting.
  • Strong understanding of customer service principles and business development strategies.
  • Excellent communication and interpersonal skills to collaborate effectively across teams and engage with patients.
  • Proven leadership abilities and experience managing diverse teams