Advanced Technology Concierge

American Vision Partners•Tempe, AZ

1d•Remote

About The Position

The Advanced Technology Concierge delivers a high-touch, patient-centered experience for individuals preparing for cataract surgery, providing expert education and personalized guidance on all surgical options, including advanced technology and premium lens offerings. This role supports confident, informed decision-making while enhancing the overall patient experience. In addition, the Advanced Technology Concierge reviews and screens surgical referrals to ensure alignment between patient needs, clinical indications, and surgeon expertise, serving as a key liaison throughout the surgical pathway. The role also ensures timely, accurate documentation of patient interactions to support seamless communication, continuity of care, and optimal clinical and operational outcomes.

Requirements

High School Diploma or GED required
Minimum one year of experience in a medical practice; refractive, surgical, aesthetic, or ophthalmology experience preferred
Experience in ophthalmology strongly preferred
Bilingual (Spanish) preferred but not required
Demonstrates a positive, solutions-oriented mindset; embraces and champions change while maintaining an upbeat, professional, and no-nonsense approach
Strong consultative communication skills with the ability to guide patients through complex clinical and financial decisions
Proven ability to build rapport and establish trust quickly, particularly in a remote or phone-based environment
Comfortable discussing financial options, presenting payment plans, and navigating high-cost conversations with confidence and empathy
Demonstrated ability to manage patient objections and support informed decision-making
Results-oriented with the ability to influence patient decisions and support premium service adoption
Excellent verbal and written communication skills
Strong organizational and time management skills with the ability to manage a high-volume patient pipeline
Ability to make decisions within established protocols with minimal supervision
Demonstrates strong emotional intelligence and adaptability in patient interactions
Detail-oriented, reliable, and able to multi-task in a fast-paced, high-volume environment
Demonstrated ability to meet deadlines and operate with a sense of urgency
Experience with NextGen systems and managing patient communications across multiple platforms preferred
Strong computer skills
Ability to collaborate effectively across clinical, surgical, and administrative teams while maintaining individual accountability

Nice To Haves

Bilingual (Spanish) preferred but not required
Experience with NextGen systems and managing patient communications across multiple platforms preferred

Responsibilities

Develops and maintains deep knowledge of cataract surgery, including advanced technology intraocular lenses (IOLs) and premium offerings across American Vision Partners
Conducts patient candidacy assessments by reviewing clinical information and engaging patients to understand visual goals, lifestyle needs, and expectations, ensuring alignment with surgeon expertise
Serves as a dedicated patient advisor, delivering high-quality remote consultations following diagnostic testing and surgeon pre-operative visits
Educates and guides patients through surgical and advanced technology options, clearly articulating value, benefits, and differentiators to support informed decision-making
Sets clear expectations for visual outcomes, post-operative considerations, and technology capabilities to ensure alignment across the care continuum
Communicates pricing, out-of-pocket costs, and financing options in a transparent, patient-friendly manner
Drives premium technology adoption by building trust, addressing questions and objections, and reinforcing the value of personalized vision solutions
Delivers a high-touch, concierge-level patient experience that enhances satisfaction and supports a seamless surgical journey
Manages patient communications across multiple channels, ensuring timely follow-up, responsiveness, and resolution of inquiries
Documents all patient interactions accurately to support continuity of care and cross-functional alignment
Maintains strict adherence to patient privacy standards and all regulatory requirements
Demonstrates strong emotional intelligence, adapting communication style to build trust and guide patients through decision-making
Operates with urgency to effectively progress patients through the surgical pathway while maintaining a high-quality experience
Supports standardization of patient education and advanced technology messaging across providers and markets
Identifies workflow improvement opportunities and provides feedback to enhance patient experience, operational efficiency, and conversion outcomes
Collaborates with physicians, clinical, and administrative teams to ensure alignment and consistency in the patient experience
Represents the organization with professionalism, reinforcing brand trust and clinical excellence
Participates in ongoing training to remain current on evolving technologies and best practices
Contributes to a positive, team-oriented environment and supports organizational growth initiatives
Performs additional duties as assigned