Practice Manager - Plastic Surgery Clinic

Benefits:

• Bonus based on performance
• Company parties
• Paid time off

Position Summary


Puyana Plastic Surgery is seeking an experienced, highly organized, proactive, and hands-on Practice Manager to lead the day-to-day operations of our growing plastic surgery practice.


This is a key leadership position responsible for ensuring that the practice runs efficiently, the team performs at a high level, patients receive an exceptional experience, and established systems and workflows are consistently followed.


The Practice Manager will oversee the operations of the practice, including front desk, patient coordination, medical-office workflows, scheduling, patient communications, staff performance, and overall patient experience.


We are looking for a strong executor and people manager who takes ownership, follows through, solves problems proactively, and holds the team accountable.  The Practice Manager should understand the operation well enough to step in wherever needed—including functioning as a patient/surgical coordinator when additional support or coverage is necessary.


The goal of this position is to create an organized, accountable, high-performing practice that does not depend on ownership for routine day-to-day execution.


Key Responsibilities


Practice Operations

• Own the day-to-day operations of the practice outside of the operating room.
• Ensure the practice is organized, appropriately staffed, and prepared for each business day.
• Manage workflows across front desk, patient coordination, medical assistants, concierge, and other administrative and clinical-office functions.
• Establish clear daily priorities and ensure responsibilities are completed.
• Ensure policies, SOPs, workflows, and service standards are consistently followed.
• Identify and resolve operational problems proactively without unnecessary escalation to leadership.
• Coordinate across departments to maintain efficient patient flow and communication.
• Execute operational initiatives and improvements established by leadership.
• Maintain a polished, organized, efficient, and welcoming practice environment.

Team Leadership & Accountability

• Directly supervise the non-OR practice team.
• Set clear expectations and hold employees accountable for performance and results.
• Monitor attendance, punctuality, productivity, professionalism, communication, and adherence to established workflows.
• Conduct regular team meetings, check-ins, coaching, and performance reviews.
• Address performance or behavioral concerns promptly rather than allowing problems to continue.
• Coordinate schedules and ensure appropriate staff coverage.
• Assist with recruiting, interviewing, onboarding, training, and development of employees.
• Build a professional, positive, accountable, and team-oriented culture.
• Ensure employees understand their responsibilities and follow through without constant reminders from leadership.

Patient Experience & Communication

• Ensure every patient receives warm, professional, responsive, and consistent service.
• Monitor the quality and timeliness of calls, texts, inbox messages, inquiries, and follow-ups.
• Ensure patient communications are appropriately assigned and nothing requiring action is overlooked.
• Monitor patient wait times, appointment flow, and overall patient experience.
• Handle escalated patient concerns professionally and work toward appropriate resolutions.
• Identify recurring patient-experience issues and implement solutions.
• Reinforce the communication and service standards expected of a premium plastic surgery practice.

Patient Coordination & Conversion Performance

• Lead and support the patient coordination team.
• Ensure new leads and prospective patients receive timely, professional, and consistent follow-up.
• Monitor lead pipelines, consultations, quotes, follow-ups, bookings, cancellations, and conversion performance.
• Ensure coordinators follow established consultation, quoting, deposit, financing, payment, and follow-up processes.
• Review coordinator performance against established KPIs and identify opportunities for improvement.
• Coach coordinators on organization, follow-up, patient communication, and conversion performance.
• Ensure patient records and CRM information are accurate, complete, and current.
• Assist with escalated prospective-patient situations when necessary.
• Step in and function as a patient/surgical coordinator when needed, including assisting prospective patients, following up on consultations and quotes, discussing next steps, and helping patients move appropriately through the booking process.
• Maintain a patient-first approach while supporting the practice's growth and performance goals.

Scheduling & Patient Flow

• Oversee consultation, pre-operative, post-operative, follow-up, and other office appointment workflows.
• Ensure schedules are organized and optimized.
• Monitor confirmations, cancellations, rescheduling, no-shows, and scheduling gaps.
• Ensure proper coordination between patient coordinators, medical assistants, front desk, providers, and the OR team when applicable.
• Anticipate scheduling conflicts and operational bottlenecks and resolve them proactively.
• Ensure the team is prepared for upcoming appointments and patient needs.

Administrative & Clinical-Office Workflows

• Oversee administrative and patient-facing clinical-office workflows outside of the OR.
• Ensure forms, consents, demographics, appointments, patient records, and required documentation are properly maintained.
• Oversee medical assistants' administrative and patient-flow responsibilities outside of the OR.
• Ensure pre-operative requirements and outstanding patient items are appropriately tracked and communicated.
• Coordinate with the OR Manager and clinical team when surgical or clinical matters require cross-department communication.
• Maintain confidentiality and ensure compliance with HIPAA and practice policies.

Financial & Payment Oversight

• Ensure established pricing, deposit, payment, financing, cancellation, and refund policies are consistently followed.
• Monitor patient balances, deposits, payment deadlines, financing, refunds, and outstanding accounts as appropriate.
• Review operational reports and identify discrepancies requiring follow-up.
• Ensure patient transactions and accounts are accurately documented.
• Escalate significant exceptions to leadership according to established policies.
• Work with leadership/accounting on operational financial matters when necessary.

Systems, Technology & Process Implementation

• Ensure the team properly uses the practice's CRM, communication, scheduling, payment, electronic forms, and other technology platforms.
• Maintain high standards for data accuracy and system usage.
• Train employees on systems, workflows, and process changes.
• Identify recurring workflow or technology problems and coordinate solutions.
• Implement SOPs, policies, systems, and operational improvements established by leadership.
• Monitor adoption and ensure new processes become part of the team's daily execution rather than falling away over time.
• Identify gaps between established processes and actual staff behavior and correct them.

Performance Management & Reporting

• Monitor key practice KPIs and operational metrics.
• Track performance across patient communication, lead response, scheduling, consultations, conversion, cancellations, patient experience, staff productivity, and other established goals.
• Use data to identify problems and opportunities for improvement.
• Provide leadership with concise, actionable updates on performance, staffing, patient experience, and operational issues.
• Identify trends and root causes rather than simply reporting individual incidents.
• Maintain action lists and follow through until issues are fully resolved.
• Bring leadership problems together with proposed solutions whenever possible.

Scope of Position


The Practice Manager is responsible for practice operations outside of the operating room.


A separate OR Manager is responsible for the direct management of OR operations, sterile processing, surgical inventory, OR staff, anesthesia-related operations, and OR-specific regulatory and compliance requirements.


The Practice Manager and OR Manager will work closely together when coordination between the office, patients, providers, and surgical department is required.


The Practice Manager is expected to understand the overall patient journey—including the surgical process—but is not responsible for managing the OR department.


Qualifications

• 3+ years of experience in medical practice management, healthcare operations, or a comparable leadership position preferred.
• Experience in plastic surgery, cosmetic surgery, dermatology, aesthetics, or another high-end elective medical practice strongly preferred.
• Experience managing patient coordinators, front-office teams, and/or medical assistants.
• Demonstrated ability to supervise employees, provide feedback, and hold teams accountable.
• Strong understanding of patient coordination, lead management, scheduling, and medical-office workflows.
• Experience working in a performance-driven environment and managing against KPIs.
• Strong organizational, leadership, and problem-solving skills.
• Exceptional attention to detail and follow-through.
• Excellent written and verbal communication skills.
• Comfortable working in a fast-paced, high-volume environment.
• Strong technology skills and ability to quickly learn new systems.
• Professional, polished, discreet, warm, and patient-focused.
• Bilingual English/Spanish strongly preferred.

The Ideal Candidate


We are looking for someone who:

• Is an executor who takes ownership and gets things done.
• Thinks like an owner and takes responsibility for the overall operation.
• Does not need repeated reminders about outstanding tasks.
• Anticipates problems instead of waiting for leadership to identify them.
• Is comfortable holding employees accountable while maintaining a positive team environment.
• Can move easily between managing the team and stepping in to help execute when necessary.
• Is comfortable speaking with prospective surgical patients and can confidently support the patient coordination process.
• Understands that excellent patient service and strong business performance should work together.
• Can prioritize effectively when many things are happening simultaneously.
• Pays attention to details without losing sight of the overall operation.
• Communicates clearly, directly, and professionally.
• Brings solutions—not just problems—to leadership.
• Knows what can be handled independently and what truly requires escalation.
• Can take an established process and make sure the entire team consistently follows it.
• Enjoys creating order, accountability, efficiency, and consistency in a growing organization.

What Success Looks Like


The Practice Manager makes the practice less dependent on ownership for daily execution.


Leadership establishes the vision, priorities, policies, and systems, and the Practice Manager ensures they are carried out consistently.


Patients are taken care of. Leads are followed up with. Coordinators perform. Employees know what they are responsible for. Messages don't fall through the cracks. Schedules and workflows are organized. Problems are addressed quickly. Outstanding tasks are followed through to completion.


The Practice Manager knows what is happening throughout the practice and takes ownership of making sure things get done.


Compensation


Compensation consists of a competitive base salary plus a performance-based bonus tied to established practice and individual KPIs.


Performance incentives are based on measurable results and overall performance of the practice and team. This position is not commission-based.