Job Description
Job Description
Location: East Coast & West Coast Regions
Job Title: Clinical Business Partner
Reports To: Director of Clinical Relations
Location: Remote with travel up to 75%
FLSA Status: Exempt
Position Summary
The Clinical Business Partner (CBP) is a key field leadership role within Now Optics, supporting the shared health & wellness strategy with PEG. The CBP focuses on developing and elevating the skills and performance of Clinical Services Managers (CSMs), Doctor Technicians (DTs), and store teams to ensure exceptional clinical standards, outstanding patient experiences, and consistent operational excellence.
This role works exclusively to strengthen operational and clinical execution across all stores, enabling PEG providers to deliver best in class care. The CBP takes a proactive, strategic approach identifying areas for training, coaching, and performance improvement, partnering with field leadership to implement solutions, and providing hands-on support until results are achieved and sustained.
This job summary reflects the core responsibilities and is not meant to be all inclusive; the role may include other activities as assigned.
Key Responsibilities
Strengthening The Clinical Journey
- Ensure Now Optics field teams consistently deliver clinical experience that supports PEG’s ability to provide high-quality care.
- Reinforce the behaviors and technical competencies that contribute to a smooth, trusted, and patient-focused clinical journey.
- Identify skill, workflow, or SOP opportunities that can further elevate patient experience and clinical readiness.
Field Partnership & Market Support
- Collaborate with RVPs, Regional Managers to prioritize markets where enhancement of clinical execution will have meaningful impact.
- Travel into designated markets to provide hands-on training, coaching, and operational support for CSMs, DTs, and store teams.
- Create and administer consistent, sustainable processes that support and uphold PEG clinical standards.
Coaching & Development of Clinical Teams
Deliver targeted training in stores on:
- Pretest execution and accuracy
- Clinical workflow efficiency
- Patient communication and education
- Documentation and chart readiness
- Cleanliness, safety, and HIPAA compliance
Operational Excellence & Standards Compliance
- Conduct clinical audits to assess compliance with SOPs, PEG expectations, and regulatory requirements.
- Monitor clinical metrics, but not limited to, including Pretest Time, Wait Time, NPS, and Recheck Rate to identify opportunities for enhancement.
- Partner with Operations and Training to improve workflow, equipment readiness, and store-level execution.
- Support corrective actions and continuous improvements that elevate the overall clinical experience.
Communication, Reporting & Collaboration
- Provide clear and actionable feedback to store and regional leadership.
- Share insights to help improve SOPs, tools, training materials, and corporate support resources.
- Communicate best practices and field learnings across both divisions.
- Ensure strong alignment between Now Optics operations and PEG’s clinical quality standards.
Required Qualifications
- Bachelor’s degree in healthcare administration, Business Management, or related field or equivalent experience
- 3+ years of experience in clinical operations, healthcare, or multi-unit retail leadership
- Excellent communication, presentation, and interpersonal skills
- Strong understanding of diagnostic workflows and patient experience fundamentals
- Proven ability to coach, train, and develop field teams
- Proficient in analyzing data to drive action and improvement
- Ability to travel up to 75%
Preferred Qualifications
- Experience in optometry, ophthalmology, or healthcare retail
- Familiarity with telehealth systems such as OCT, topographers, retinal cameras, and EHR systems
- Bilingual (English & Spanish)
Core Competencies
- Decision-Making and Accountability
- Critical Thinking and Problem Solving
- Professional Communication
- Leadership and People Development
- Business Acumen