What are the responsibilities and job description for the Surgical Experience & Engagement Manager position at Orthopaedic Specialists of North Carolina?
Surgical Experience & Engagement Manager
Reports to: Director of Clinical Servies
Location: Raleigh, NC
Status: Full-Time
Compensation: Competitive, based on experience
OrthoNC is hiring a full-time Surgical Experience & Engagement Manager. We are seeking a strategic, creative, and operationally-minded leader to own and enhance the entire surgical patient journey. As we continue to grow, we are elevating how we educate, engage, and support our surgical patients from consultation through full recovery.
Position Overview
The Surgical Experience & Engagement Manager owns the full surgical patient experience at OrthoNC - from consult to post-operative follow-up. This role blends:
- Patient journey design
- Brand and content development
- Experience optimization
- Team leadership
- Performance reporting
This individual will also directly oversee the Surgical Scheduling Team, ensuring scheduling processes align with OrthoNC’s elevated patient experience standards.
Healthcare experience is not required. We are seeking someone with strong customer experience, brand, and engagement instincts who can apply their expertise to a clinical environment.
Why This Role Matters
At OrthoNC, surgery is not just a procedure - it is a journey. This role ensures that this journey is:
- Organized
- Seamless
- Branded
- Supportive
What You’ll Do
1. Surgical Patient Journey Ownership
- Map and continuously refine the surgical journey from consult through recovery
- Identify friction points and implement improvements
- Ensure every touchpoint reflects OrthoNC’s personalized, modern brand
2. Leadership of Surgical Scheduling Team
- Directly oversee surgical schedulers
- Elevate schedulers from task-based coordinators to experience-focused patient guides
- Standardize scheduling scripts, communication cadence, and follow-up protocols
- Monitor consult-to-surgery conversion rates
- Track cancellation trends and address root causes
- Provide coaching and performance feedback
- Partner with surgeons and ASC leadership to optimize block utilization
3. Patient Education & Content Development
- Create and refine surgical education materials
- Oversee all printed and digital materials provided in clinic and ASC
- Standardize and elevate surgical packets
- Develop branded recovery guides and pre/post-op communication materials
- Ensure messaging is clear, cohesive, and aligned across departments
4. Patient Storytelling & Engagement
- Develop and manage surgical success story pipeline
- Coordinate testimonial collection (written and video)
- Partner with marketing on patient education campaigns
- Highlight surgical outcomes and patient journeys
5. Surgical Experience Enhancements
- Identify vendors and partnerships that enhance patient recovery and experience (monitoring, meal support, digital tools, etc.)
- Recommend and implement experience improvements within clinic and ASC
- Ensure consistency across all surgical locations
6. Experience Metrics & Reporting
- Own and report on key performance indicators including:
- Consult-to-surgery conversion
- Surgical cancellation rates
- Post-op satisfaction scores
- Review trends
- Scheduler productivity metrics
- Education compliance
- Surgical funnel performance
7. Present findings and recommendations to executive leadership.
What We’re Looking For
- Strategic, creative, and operationally-minded leader
- We are seeking someone with strong customer experience, brand, and engagement instincts who can apply their expertise to a clinical environment.
- We welcome candidates from:
- Hospitality management
- Customer experience strategy
- Boutique wellness or fitness brands
- Retail or DTC brand leadership
- Marketing and engagement roles
- Operations roles with strong experience focus
- Healthcare experience is not required.
- Team-oriented with a strong commitment to patient-centered care
- Comfortable working in a dynamic, fast-paced environment
- Enthusiastic about learning and continuous improvement
Required Education & Experience
- Strong leadership and team management experience
- Excellent written and verbal communication
- Process-driven mindset
- Ability to analyze data and improve systems
- Strong organizational and project management skills
- High emotional intelligence
- Comfort holding teams accountable
Preferred Education & Experience
- 5 years of experience in customer experience, engagement, or team leadership
- Experience managing direct reports
- Experience improving conversion or customer funnel performance
- Comfort presenting strategy to senior leadership
Why OrthoNC
OrthoNC is a physician-owned orthopaedic practice and ambulatory surgery center serving the Raleigh community for over 25 years. Our mission is simple: deliver personalized, modern, and comprehensive orthopaedic care while creating an exceptional surgical experience for every patient.
Schedule & Time Off
- Monday-Friday daytime hours
- No weekend or on-call responsibilities
- Generous PTO and paid holidays
Compensation & Benefits
- Competitive salary, commensurate with experience
- Full health benefits: medical, dental, vision, life insurance
- Short-term and long-term disability
- 401(k) with company match
- Additional benefits available
Apply Now
If you're a compassionate, detail-oriented Medical Assistant with a passion for teamwork and patient care, we’d love to hear from you. Submit your resume, cover letter, and references today.
Learn more at www.orthonc.com
OrthoNC is proud to be an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.