Surgical Counselor

US Eye•Mount Pleasant, SC

2d•Onsite

About The Position

The Surgery Counselor is responsible for oversight of surgery services including but not limited to, answering phones, patient lead tracking and follow-up, surgical counseling, surgery scheduling, coordination of post and/or co-managed care. This role involves educating patients on surgical procedures and pricing, acting as a key contact for refractive surgery inquiries, and monitoring social media efforts related to refractive surgery. The counselor will also work with the practice's OD outreach coordinator to support the optometric network, coordinate co-management forms and protocols, and ensure quality outcomes and patient satisfaction. This position requires planning and communication with staff regarding refractive surgery program progress, developing and monitoring internal systems for tracking and responding to inquiries, and maintaining a patient database. Collaboration with the Director of Operations and external marketing vendors is essential to enhance refractive inquiries and referrals. Additionally, the role involves ensuring appropriate financing programs are available to patients to reduce financial barriers to surgery.

Requirements

Demonstrated ability to follow oral and written instructions.
Demonstrated knowledge of material, methods, instruments, and equipment.
Demonstrated ability to read, write and perform mathematical calculations.
Must be able to maintain high degree of confidentiality.
Ability to multi-task, work in a fast-paced environment and manage time accordingly in order to meet deadlines and requirements of the organization.
Ability to follow instructions, work well with others and alone with minimal supervision.
Ability to document reports and work orders in both a technical and easy to understand manner.
Demonstrated knowledge of surgical terminology.
Demonstrated professional mannerism and attire.
Demonstrate ability to counsel and educate patients on procedures.
High School Diploma required.
One to two years of experience in an ophthalmic practice setting preferred.
One to two years of marketing, sales, hospitality and/or customer service experience.
Experience in a surgery center or in a related area with knowledge of surgical protocol and practices.

Nice To Haves

College degree preferred including business-related courses and/or appropriate years of experience relevant to sales and customer service.

Responsibilities

Educate patients on surgical procedures and pricing.
Act as the key contact person for all refractive surgery inquiries, lead tracking and reporting.
Monitor and coordinate social media efforts as it relates to refractive surgery.
Work with practice’s OD outreach coordinator to support needs of optometric network, including follow-up correspondence, development of education materials, optometric staff training, and hosting refractive related events.
Coordinate with OD outreach coordinator to have appropriate forms for OD co-management and working with physicians to ensure appropriate protocols are followed to ensure quality outcomes and high patient satisfaction.
Plan, communicate, and work with physician or Director of Operations to keep staff updated on progress of refractive surgery programs.
Develop and monitor internal systems (scheduling new patient tracking, responding to web inquiries, patient correspondence, referral source follow-up).
Develop and maintain patient database for lead tracking and follow-up; identify target patients for mailings and telephone calls.
Coordinate with Director of Operations and external marketing vendors to enhance refractive inquiries and increase word-of-mouth referrals into refractive program.
Coordinate with Director of Operations to make sure appropriate financing programs are available to patients to reduce financial barriers to surgery.
Answer phones.
Patient lead tracking and follow-up.
Surgical counseling.
Surgery scheduling.
Coordination of post and/or co-managed care.