Practice Operations Lead - Patient Experience & Efficiency

Puyana Plastic Surgery PLLC; Coral Gables (FL); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Bonus based on performance

Competitive salary

Paid time off

Job summary

Puyana Plastic Surgery PLLC in Florida is seeking an experienced Operations Manager to lead day-to-day operations of the growing practice. The role includes front desk oversight, patient coordination, scheduling, and improving patient experience.

The candidate should be a hands-on leader with at least 3 years in medical practice management, capable of managing non-OR operations, coordinating with surgical teams, and ensuring policies and SOPs are followed.

Qualifications

• 3+ years of medical practice management or healthcare operations experience.
• Plastic/cosmetic or elective healthcare experience preferred.
• Experience managing front desk and patient coordination teams.
• Bilingual English/Spanish strongly preferred.

Responsibilities

• Lead the non-OR practice team (front desk, patient coordinators, medical-office staff).
• Oversee daily operations, staffing, scheduling, patient flow, communications and experience.
• Set clear expectations and hold employees accountable for performance and professionalism.
• Ensure patient calls, messages, inquiries and follow-ups are handled promptly.
• Oversee patient coordinators, monitor leads, consultations, quotes, bookings, cancellations and conversions.
• Step in as a patient/surgical coordinator when needed.
• Monitor KPIs and identify opportunities for improvement.
• Ensure staff follow established policies, SOPs, systems and workflows.
• Handle escalated patient and operational issues professionally.
• Identify problems and implement practical solutions to reduce escalation.
• Collaborate with OR Manager for office-surgical coordination.

Skills

Leadership

Operations management

Healthcare operations

Team management

Bilingual English/Spanish

Tools

Scheduling software

CRM systems

Job description

Puyana Plastic Surgery PLLC in Florida is seeking an experienced Operations Manager to lead day-to-day operations of the growing practice. The role includes front desk oversight, patient coordination, scheduling, and improving patient experience.

The candidate should be a hands-on leader with at least 3 years in medical practice management, capable of managing non-OR operations, coordinating with surgical teams, and ensuring policies and SOPs are followed.