Charles Hopkins

• Operations Scope: 3 locations (2 ophthalmology clinics and 1 ASC), 13 exam lanes, ASC with 3 OR rooms; 7 providers (MDs, ODs, PAs, and NPs), 15 staff; approximately 160 patient visits per week; approximately 500 ASC cases per year; payor mix approximately 75% Medicare, 15% cash pay, and 10% other; supports approximately $3M annual revenue.
• Systems: PureInfo, NextGen (legacy patient history), Claim.MD, iCloud Drive, Excel/Word, McKesson, California Telecom; leading the transition toward Weave.

Operations & Business Impact

• Lead cross-functional operations across 2 ophthalmology clinics + 1 Medicare-certified ASC (3 locations), owning process redesign, vendor strategy, compliance readiness, and systems oversight supporting ~$2.5M annual revenue.
• Manage operations for 15 staff and 7 providers (MD + OD/PA/NP), ensuring coverage, accountability, and continuity across departments.
• Reduced annual internet + telecom spend from $45,740 to $26,440 ($19,300/year savings; ~42%) via service audits, removing unused lines, and renegotiating terms across sites.
• Supported Darin Eye Center relocation and reduced rent from $28,000/month to $9,000/month ($19,000/month savings) while maintaining the same ZIP code and improving patient reception.
• Built a companywide iCloud document control system (5,200+ files / ~600 folders), standardizing naming conventions and improving retrieval of credentialing, contracts, and critical business records.
• Converted clinic/ASC forms and surgical packets to secure digital workflows (iPad-based), improving documentation integrity and reducing scanning/sending overhead.
• Improved revenue-cycle execution through documentation controls and SOP clarity, contributing to ~13% denial reduction and improving organization-wide collections from 75% to 88% (Claim.MD + in-house billing).
• Maintain CMS compliance readiness by managing required logs/reminders (temps, sterilization, controlled substances, procedure logs) and supporting QAPI documentation.
• Drive safety/risk readiness: drill schedules, fire/extinguisher checks, SDS binder maintenance, sharps exposure protocols, and sterilization maintenance records/Stericycle requirements.
• Lead vendor + inventory management (IOLs, meds, disposables, equipment, labs, facilities/IT); approve POs, track contracts/serials, maintain alternate sourcing, and run quarterly crash-cart/supply audits.Trained staff members on various aspects of computer usage and software applications.
• Managed and developed new HR documenting procedures, as well as handled the interviewing process, recommending the best candidate for the role.

• Maintain a 20-person, 100% NPS score streak by offering strong recommendations, a gift of a demo, and providing immediate help.
• Assure, align, and acknowledge customer concerns and desires to provide the very best customer service.
• Obtained consistently one or more business introductions per day.
• Use the APPLE technique: Approach, probe, present, learn, and extend, to help customers make consumable decisions.
• Stay up to date on the latest technology and information provided in Hello, to offer relevant and current information.
• Analyzed customer feedback, as well as management support, to improve numbers from Connect and Personalize to Apple Care.
• Stay in touch with team members about consistent and thoughtful feedback in order to provide a whole team mindset.

• Collaborated on the procurement and implementation of PureInfo, a new public medical system.
• Generated step-by-step protocols to assist with potential scenarios.
• Trained in HR and HIPAA compliance to enhance security and safety measures.
• Maintained up-to-date knowledge of relevant technologies and equipment used in the organization. Data networking management, as well as maintenance, has prevented failure of sensitive patient files.
• Raised productivity by reducing employee standby by over 42%.

• Maintained inventory levels by monitoring stockroom orders, and restocking shelves as needed. Reducing food waste by 37% causes a profit gain of over $14,000 yearly.
• Inspected work areas regularly for cleanliness and organization standards.
• Coached and guided team members to enhance customer service and safety.
• Maintained a perfect zero-fault score on machine maintenance.

• Maintained organized and efficiently managed record-keeping system for insurance and construction claims in a database.
• Implemented effective systems for organizing claim documentation and tracking processing status.
• Analyzed customer feedback surveys to understand user experience with products and services.