OPERATIONS MANAGER — US MEDICAL PRACTICE (EST)

Remote | Full-Time | US Eastern Hours

About Arora MD

Arora MD Longevity & Aesthetics is a physician-led medical practice in New Jersey, USA. We specialize in hormone optimization, longevity medicine, medical weight loss, peptides, and medical aesthetics.

We're a growing practice with an in-office team and remote staff in the Philippines who are central to how we operate. We're hiring an Operations Manager to help us grow while keeping important work - payments, leads, patient-preparation steps, projects, team commitments - smoothly executed.

The purpose of this role

Make sure every important operational responsibility has a clear owner, a deadline, a current status, a next action, and a completed outcome.

You'll report directly to the physician-owner and coordinate the daily work of our remote Clinical Coordinator - plus additional remote staff as we hire them. You'll verify work was completed, follow up on what's still open, find the recurring reasons things break, and help fix the systems that caused them.

The physician-owner should not have to keep asking whether something got done.

This is not a basic virtual-assistant, data-entry, or purely analytical role. It combines reliable daily execution, financial reconciliation, team coordination, and process improvement. It is devoted to the practice - this is not a personal-assistant position.

What you will own:

Operational visibility and follow-through

You maintain the practice's master task and project system, and make sure important responsibilities don't disappear into Slack, email , or someone's memory.

• Confirm every important task has an owner and a deadline
• Follow up *before* deadlines are missed
• Track open projects through to completion
• Keep a running list of what's waiting on the physician-owner
• Escalate problems before they become emergencies
• Publish concise daily and weekly updates
• Keep status current enough that someone else could understand it without asking you

Remote-team coordination

You coordinate the daily work of our remote Clinical Coordinator, and of additional remote staff as we hire them - along with assistance with potential hires and onboarding.

• Brief check-ins focused on completed outcomes, not online activity
• Set and clarify operational priorities
• Identify blockers and missed follow-ups
• Follow up on overdue work and escalate when it stays overdue
• Coach staff on established workflows
• Confirm coverage during absences
• Document recurring process patterns for the owner

You have real authority to set priorities, require updates, and hold people to commitments. Decisions about hiring, pay, formal discipline, and termination stay with the physician-owner.

Patient-readiness oversight

You don't give medical advice or make clinical decisions. You verify the operational steps around upcoming visits are ready: intake forms, consents, applicable lab results, deposits, product availability, prescription status, messages awaiting assignment.

Each morning you publish a short exception list - what's incomplete, who owns it, when it must be resolved - and follow it until it closes.

Our clinical team handles clinical communication and patient care.

Lead and revenue operations

A member of our team currently owns lead communication and conversion. You own the system around them - response-time monitoring, follow-up completion, consults scheduled, no-shows, leads gone quiet, quotes never chased, financing approvals unused, conversion rate, and lead-source accuracy. You set the reporting rhythm, issue the follow-up lists, and track items through to closure.

Each week you prepare prioritized follow-up lists and verify they were worked.

During Saturday coverage or a documented absence, you provide text or email responses to new inquiries using approved templates. No clinical advice.

You don't replace the person who owns lead conversion. You make sure nothing in the pipeline goes unseen or unworked, and you tell us when the volume justifies additional help.

Financial operations and reconciliation

This role requires real comfort with numbers. You directly manage failed and declined payment queues, expiring-card follow-up, billing and receipt research, subscription discrepancies, refund and dispute documentation, matching payment records against clinical and membership records, investigating variances, and preparing clean reconciliation schedules.

Our accountant owns the books, accounting classifications, formal close, taxes, and final accounting integrity. You investigate and explain discrepancies. You won't receive banking, payroll, payout, or owner-level financial access.

Hiring and onboarding coordination

Applicant pipeline, checking whether candidates followed instructions, interview scheduling, candidate communication, assessments and references, onboarding checklists, system access and training coordination, 30/60/90 tracking, and offboarding checklists.

The physician-owner makes all final hiring decisions.

Process improvement

We work in this order: Eliminate --> Simplify --> Standardize --> Automate --> Delegate.

Before creating another form, tracker, SOP, dashboard, or automation, we ask whether the work needs to exist at all.

• Observe how work actually flows
• Identify recurring friction and unnecessary steps
• Gather evidence before recommending anything
• Estimate the cost in time, money, or missed opportunity
• Test small ideas where it's safe to
• Implement approved changes and measure whether they worked

One useful change that removes work is worth more to us than ten impressive-looking documents.

Documentation

When a process is worth keeping, you document it briefly and usably: a short screen recording, a one-page checklist, a clear definition of done, and the conditions to stop and ask. It has to be practical enough that another trained person can do the task from it.

Vendors, inventory, and reputation

Follow up with website, marketing, and software vendors; track deliverables and renewals; escalate missed commitments; identify unused software. Coordinate inventory with clinic staff and place approved (non-pharmaceutical) supply orders. Monitor patient feedback and reviews, and prepare responses using approved guidance. You'll help ensure approved templates and operational communication stay consistent with the practice's brand and patient-experience standards. Negative review responses require owner approval.

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How your time will actually be spent

We want to be transparent, because getting this wrong is expensive for both of us.

About two-thirds is running the operating rhythm - daily checks, follow-up, reconciliation, payment queues, hiring coordination, vendors, inventory, reporting, documentation.

About one-third is analysis and improvement - finding recurring failure patterns, reviewing performance, mapping workflows, removing unnecessary work, proposing and measuring changes.

This is not a purely analytical position. Reliable daily execution is what earns you greater authority and more time for higher-level work - and the better you get at removing unnecessary work, the more of your week goes there. That's the design, and it's largely in your control.

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Communication

All internal communication runs through Slack.

At the end of each working day you post a short update: what's blocked or needs a decision, what was completed, what carried over, key numbers, and any batched questions. Under a minute to write. Consistency matters far more than length.

You'll have one structured 30-minute meeting weekly with the physician-owner. Come prepared with the numbers, open loops, risks, hiring status, decisions needed, your recommendation, and one problem worth solving together.

Non-urgent questions get batched rather than sent as they occur.

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Who will succeed here

• You naturally track unfinished commitments and open loops
• You follow up without being reminded
• You notice when numbers or records don't match, and you want to know why
• You can turn messy information into a clear plan
• You communicate early when something may be delayed
• You're comfortable respectfully holding colleagues to commitments
• You can disagree with the owner professionally
• You prefer completed outcomes over visible activity
• You know when not to build something
• You want a long-term position with growing responsibility

Probably not the right fit if

• You prefer being handed a task list each morning
• You measure your work by how many documents you produced
• You'd rather build something new than close what's already open
• You want a purely analytical role without recurring operational work
• You're uncomfortable working with numbers and reconciliation

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Requirements

Required

• Experience in operations, reconciliation, billing, bookkeeping, auditing, project coordination, or a closely related field
• Strong written English
• Conversational English suitable for real-time working discussions
• Strong spreadsheet and numerical skills
• Experience using Slack
• Strong independent follow-through
• Reliable internet and a quiet working environment
• Availability during US Eastern core hours and the Saturday schedule

Strong advantages

• Healthcare, clinic, or medical-practice experience
• Experience coordinating remote staff
• CRM or lead-management experience
• Experience evaluating marketing or sales performance
• Experience simplifying or eliminating an inefficient process
• Comfort using AI tools responsibly
• Experience creating concise SOPs or screen-recorded training

Not required: You don't need to be a nurse, pharmacist, or medical professional, and you won't usually make phone calls with patients. We'll train you on our systems and workflows.

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Compensation and schedule

• $11 USD/hour · 40 hours/week
• Required weekday core hours: 9:30 AM – 5:30 PM US Eastern
• Time tracking required
• 90-day pr