Patient Counselor

NVISION Eye Centers•Murrieta, CA

6d•$21 - $25

About The Position

NVISION® Eye Centers is a leading ophthalmology provider with over 100 centers across five states. The Patient Counselor (PC) is responsible for guiding patients through the elective surgery decision-making process, ensuring they feel confident about their recommended treatment. This role involves exceptional patient experience, education, and relationship building. The PC must understand patient goals, needs, and concerns, effectively communicate the value of NVISION’s treatment options, address questions, and convert qualified patients into scheduled procedures. Collaboration with physicians, clinical staff, and center leadership is key to providing a seamless patient experience and achieving performance goals, including consultation conversion and premium upgrades. A monthly bonus potential is offered in addition to the hourly rate.

Requirements

2+ years of experience in consultative sales, hospitality, patient counseling, or another high-touch customer-facing environment.
Demonstrated ability to build rapport, uncover patient needs, communicate value, handle objections, and confidently close.
Strong verbal, written, interpersonal, and presentation skills.
Ability to educate patients and communicate complex information in a clear, engaging, and understandable manner.
Ability to work effectively with physicians, clinical staff, and patients in a fast-paced environment.
High School Diploma or equivalent.
Ability to consistently deliver an exceptional patient experience while achieving individual and center performance goals.

Nice To Haves

Experience in elective medical sales, ophthalmology, aesthetics, healthcare, or other elective procedures is strongly preferred.
Demonstrated history of achieving or exceeding sales goals, performance metrics, or other measurable business objectives preferred.
Experience with ophthalmic/optometric diagnostic testing modalities preferred.

Responsibilities

Provides an exceptional, personalized experience for patients throughout the consultation and decision-making process.
Builds trust and rapport with patients by using effective open-ended discovery questions to understand their goals, motivations, lifestyle, concerns, and expectations.
Educates patients on recommended surgical procedures, treatment options, technology, and the benefits of their recommended treatment.
Clearly communicates NVISION’s clinical, technological, surgical, and patient-experience differentiators to build confidence and value.
Works closely with physicians and clinical team members to ensure patients have a seamless and consistent experience throughout their visit.
For refractive surgery consultations, guides the patient through the consultation process, including patient discovery, education, treatment discussion, physician introduction, and post-physician follow-up.
For cataract surgery patients, works with qualified patients following their clinical evaluation to review surgical options, discuss treatment recommendations, educate patients regarding available premium lens and technology options, and facilitate scheduling of surgery.
Presents treatment options and associated fees in a clear and confident manner.
Identifies and addresses patient questions, concerns, and objections to help qualified patients make informed decisions about proceeding with surgery.
Utilizes consultative selling and effective closing techniques to convert qualified patients into scheduled surgical procedures.
Educates patients on available premium treatment options and helps patients understand the benefits and value associated with their recommended upgrades.
Conducts timely and strategic follow-up with patients who have not yet scheduled surgery, addressing outstanding questions or concerns, reinforcing treatment value, and helping patients move forward.
Achieves established individual and center performance goals, including consultation conversion, premium upgrade percentage, and other company-defined key performance indicators.
Performs designated diagnostic testing for refractive surgery patients in accordance with training, clinical protocols, and applicable regulations.
Educates patients regarding prescribed pre-operative and post-operative medications and eye drops.
Responds promptly and professionally to patient calls, emails, and inquiries.
Maintains a high degree of professionalism, positivity, and enthusiasm while working collaboratively with physicians, clinical staff, and center leadership.