Eye Care Leadership Live

Mike Lyons, SPHR
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  • Management

I speak with eye care and healthcare clinical leaders and the experts who help their clinics succeed. 

  1. 1d ago

    Conversion and Follow-Up Excellence (Kade Wilcox)

    Send us Fan Mail Your marketing might be doing its job and you could still be losing your best patients. That’s the core tension we dig into with Kade Wilcox, founder of Convert Health, an ophthalmology lead generation and lead conversion specialist who has seen what happens after the form fill, the phone call, or the Meta ad click. When practices spend money to create demand but don’t respond fast or consistently, the real leak is not branding or ad spend. It’s follow-up, workflow, and patient engagement. We talk about what “modern patient expectations” really mean for ophthalmology clinics trying to grow elective procedures like premium cataract and refractive lens exchange (RLE). Kade shares a simple but hard truth: patients want a seamless experience that feels like the tools they use every day, not phone tag, hold music, and repeated intake questions. We also discuss why a dedicated new patient concierge role can outperform a well-meaning team that’s forced to wear five hats. Then we get tactical with Kade's conversion framework: speed to lead, joyful persistence, and true availability beyond 8 to 5. He shares mystery shopping insights (including how many practices never follow up at all), plus where AI in healthcare marketing can help staff move faster without replacing the human connection that high-value surgical decisions still need. Subscribe for more practical leadership conversations, share this with a clinic leader who owns growth, and leave a review so more ophthalmology teams can find the show. === This episode is brought to you by Seasoned Advice HR, where I help eye care clinics to hire, retain, and manage better — helping you get Better Results Through People. Learn more at seasoned-advice.com.  Contact me directly at mike@seasoned-advice.com  Get my free HR and leadership downloads here: https://www.seasoned-advice.com/signup-for-free-downloads

    Conversion and Follow-Up Excellence (Kade Wilcox)

  2. Jul 28

    Culture Tips for Healthcare: Mike Lyons + Jakub Grajcar

    Send us Fan Mail Most healthcare practices don’t struggle because the medicine is bad. They struggle because leadership gets stretched thin, managers get promoted without support, and culture slowly drifts until turnover, drama, and “constant fires” feel normal. We sit down with HR consultant Mike Lyons to get practical about what actually helps a clinic scale: hiring the right managers, managing those managers well, and building a team environment people want to stay in. We dig into how to hire for people skills, not just experience. Mike shares what to look for when you’re interviewing, how to pull leadership signals from real situations, and why clarity is a form of kindness. We also talk about the day-to-day mechanics of managing leaders: weekly check-ins, skip-level conversations, and simple documentation habits that reduce risk and prevent surprises. If you’ve ever thought, “I know what I should do, I just don’t have time,” we address that too with a memorable “sharpen the knife” metaphor and a delegation mindset that develops future leaders. Culture comes up again and again, especially gratitude. We unpack how gratitude changes a leader’s mood, reduces negativity, and helps employees feel seen when they do the quiet work that keeps a practice running. You’ll also hear how to balance appreciation with constructive feedback, and why writing things down can protect both the employee and the organization in difficult HR moments. If you lead an ophthalmology practice, optometry clinic, or any healthcare team, this conversation is built for you. Subscribe, share this with a practice manager who needs it, and leave a review so more leaders can find these tools. What’s the hardest part of management for you right now? === This episode is brought to you by Seasoned Advice HR, where I help eye care clinics to hire, retain, and manage better — helping you get Better Results Through People. Learn more at seasoned-advice.com.  Contact me directly at mike@seasoned-advice.com  Get my free HR and leadership downloads here: https://www.seasoned-advice.com/signup-for-free-downloads

  3. Jul 21

    How to Communicate as a Leader (with Mike Lyons)

    Send us Fan Mail Your team isn’t ignoring you, they’re processing.  When the message affects benefits, pay, staffing, or job security, people don’t just “hear” an update and move on. They replay it, question it, compare notes, and fill in blanks with worry. We talk through why clinic leaders routinely underestimate how much communication it takes to create real clarity, and why you should assume you need to say it at least three times, then more when the stakes climb. We walk through practical examples from the HR trenches: benefits enrollment that goes sideways when staff don’t understand what’s changing, and the culture damage that follows when people feel surprised or unsupported. We also address the tougher moments like layoffs, reorganizations, and leadership changes where you can’t share every detail but you still have to lead. A key framework guides the whole conversation: heard versus understood versus believed versus remembered. If trust is low, the number of repeats required goes up, so we discuss how to rebuild credibility through consistency and visibility. You’ll also get a tactical menu for communication in an eye care clinic: email for quick reach, video for tone and trust cues, and simple walk-arounds where you show your face on purpose to answer questions and settle nerves. We add a crucial twist for effective change management: communication is two-way. Anticipate the questions staff will have, invite input, use surveys when needed, and consider small informal councils so you don’t miss what people are afraid to say out loud. If you want better employee engagement, stronger staff retention, and a healthier clinic culture, this is the leadership skill to master. Subscribe, share this with a fellow practice owner or administrator, and leave a review with the communication challenge you’re facing right now. === This episode is brought to you by Seasoned Advice HR, where I help eye care clinics to hire, retain, and manage better — helping you get Better Results Through People. Learn more at seasoned-advice.com.  Contact me directly at mike@seasoned-advice.com  Get my free HR and leadership downloads here: https://www.seasoned-advice.com/signup-for-free-downloads

  4. Jul 14

    Are You HIPAA/OSHA Audit Ready? (with Jennifer Cosey)

    Send us Fan Mail You can do everything “right” for patients all day long and still get blindsided by a privacy complaint, an OSHA inquiry, or a cyber incident. That’s why we invited Jennifer Cosey, President of Eagle Associates, to talk with us about what healthcare compliance looks like when it’s done as real risk management, not just paperwork, posters, and binders on a shelf. We dig into the practical why behind HIPAA compliance, OSHA compliance, and fraud waste and abuse training, including how a single needle stick can spiral into urgent care visits, paperwork, and stress that nobody needs. Jennifer explains how prevention and communication reduce incidents, save time, and lower costs. We also talk about how complaints actually happen: patients can go directly to the Office for Civil Rights, and employees can contact OSHA when safety concerns feel ignored. Those triggers make your documentation, training records, and day-to-day habits matter fast. From there, we get specific about what “good” training looks like: solid new-hire onboarding before exposure to hazards, plus ongoing annual training delivered in smaller segments so people retain it. We clarify when quizzes are required, why they help prove effective training, and what OSHA topics many clinics overlook, from chemical hazards and tuberculosis to waste management and workplace violence. The biggest takeaway is simple and uncomfortable: training alone is not compliance. Jennifer breaks down why written policies must be implemented and why a HIPAA security risk analysis cannot be fully outsourced to an IT vendor. We also cover enforcement trends like the patient right of access and today’s focus on security risk management, including what “reasonable and appropriate” safeguards look like for password policies and scalable cybersecurity. If you found this useful, subscribe, share it with a practice leader, and leave a review so more clinics can reduce risk and protect patients and staff. Find Jennifer at: www.eagleassociates.net // 800-777-2337 // info@eagleassociates.net  === This episode is brought to you by Seasoned Advice HR, where I help eye care clinics to hire, retain, and manage better — helping you get Better Results Through People. Learn more at seasoned-advice.com.  Contact me directly at mike@seasoned-advice.com  Get my free HR and leadership downloads here: https://www.seasoned-advice.com/signup-for-free-downloads

  5. Jul 7

    Hiring The Right Operations Leader (with Greg Spruce)

    Send us Fan Mail We talk with ophthalmology executive recruiter Greg Spruce about why senior hires go sideways in ophthalmology and what to do differently before you make a costly leadership mistake. We break down how to match operators to your business stage, validate emotional intelligence with better references, and set compensation with real market data.  • why leadership hires fail when the operating model does not match the candidate’s background  • why ophthalmology experience can matter more than general healthcare experience for operations roles  • how private equity life cycle and exit timelines change what “the right leader” means  • what to screen for beyond a resume, including culture fit and physician relationship skills  • how to spot emotional intelligence through the questions a candidate asks  • why references from direct reports often reveal more than references from bosses  • how to know when your org needs a new executive layer instead of stretching the team thinner  • how to think about compensation using current market benchmarks across job titles  If you enjoyed this episode, please subscribe to the show on your podcast app and share it with someone who would value the content.  I also invite you to subscribe to my HR newsletter for Eye Care leaders. You can find information about that at seasoned-advice.com.  === This episode is brought to you by Seasoned Advice HR, where I help eye care clinics to hire, retain, and manage better — helping you get Better Results Through People. Learn more at seasoned-advice.com.  Contact me directly at mike@seasoned-advice.com  Get my free HR and leadership downloads here: https://www.seasoned-advice.com/signup-for-free-downloads

    Hiring The Right Operations Leader (with Greg Spruce)

  6. Jun 30

    The Four Agreements For Clinic Leaders

    Send us Fan Mail We use The Four Agreements to talk about what actually changes clinic culture: the words we choose, the stories we invent, and the standards we repeat. We share real ophthalmology examples that connect emotional intelligence to clearer training, better patient communication, and less day-to-day drama.  • why The Four Agreements fits eye care leadership better than another KPI playbook  • being impeccable with your word with staff, doctors, patients, and yourself  • how gossip and passive-aggressive communication erode trust  • not taking things personally during complaints, feedback, and tense mornings  • using empathy to understand “difficult” patient behavior  • stopping assumptions in premium IOL conversations, dilation education, and scheduling favors  • always doing your best without confusing it with perfection  • building standards first with SOPs, onboarding, and consistent training  • making it stick through journaling, team agreements, and daily reinforcement  If you enjoyed this episode, please subscribe to the show on your podcast app and share it with someone who would value the content. I also invite you to subscribe to my HR newsletter for Eye Care leaders. You can find information about that at seasoned-advice.com.  === This episode is brought to you by Seasoned Advice HR, where I help eye care clinics to hire, retain, and manage better — helping you get Better Results Through People. Learn more at seasoned-advice.com.  Contact me directly at mike@seasoned-advice.com  Get my free HR and leadership downloads here: https://www.seasoned-advice.com/signup-for-free-downloads

  7. Jun 23

    Tales from the Trenches: Patient Complaint

    Send us Fan Mail We share a real-world story about a patient’s serious allegation against an employee and what it takes to respond with care, speed, and sound judgment. We break down how we build trust, gather facts, and make decisions that protect patients, staff, and the clinic’s reputation.  • A high-stakes allegation coming in unexpectedly  • Why leaders need a trusted HR partner on call  • Asking for details when the topic feels uncomfortable  • Creating trust fast to prevent missing key facts  • Collecting evidence such as video, photos, and texts  • Making a decisive call using the big-picture test  • Protecting clinic culture while reducing HR risk  If you would like an HR assessment or ongoing HR support, please reach out to me at seasoned-advice.com.  If you enjoyed this episode, please subscribe to the show on your podcast app and share it with someone who would value the content.  I also invite you to subscribe to my HR newsletter for Eye Care leaders. You can find information about that at seasoned-advice.com.  === This episode is brought to you by Seasoned Advice HR, where I help eye care clinics to hire, retain, and manage better — helping you get Better Results Through People. Learn more at seasoned-advice.com.  Contact me directly at mike@seasoned-advice.com  Get my free HR and leadership downloads here: https://www.seasoned-advice.com/signup-for-free-downloads

  8. Jun 16

    HIPAA Safe Marketing That Actually Grows A Clinic

    Send us Fan Mail We talk with Carl White about how private practices can beat bigger competitors by leaning into what independence makes possible and by saying it clearly in their marketing. We also dig into HIPAA blind spots that show up in websites, agencies, and outreach so growth does not turn into unnecessary risk.  • the case for helping private practices stay private and why ownership shapes patient care  • competing with larger systems through clear positioning and nimble decision making  • HIPAA exposure through website contact forms and marketing vendor access to PHI  • why Business Associate Agreements matter and when secure forms can reduce exposure  • a practical approach to growing elective procedures through education and fit, not pressure  • using “should ask” questions to help patients make high dollar decisions with confidence  • permission based email campaigns and how to structure the call to action around a consult  • what HIPAA judgments really cost beyond fines, including trust and operational disruption  • building authority through education and adding approachable social content without oversharing  If you enjoyed this episode, please subscribe to the show on your podcast app and share it with someone who would value the content.  I also invite you to subscribe to my HR newsletter for Eye Care Leaders. You can find information about that at seasoned-advice.com.  === This episode is brought to you by Seasoned Advice HR, where I help eye care clinics to hire, retain, and manage better — helping you get Better Results Through People. Learn more at seasoned-advice.com.  Contact me directly at mike@seasoned-advice.com  Get my free HR and leadership downloads here: https://www.seasoned-advice.com/signup-for-free-downloads

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About

I speak with eye care and healthcare clinical leaders and the experts who help their clinics succeed. 

Information

  • Creator
    Mike Lyons, SPHR
  • Years Active
    2025 - 2026
  • Episodes
    70
  • Rating
    Clean
  • Copyright
    © 2026 Eye Care Leadership Live
  • Show Website
    Eye Care Leadership Live