Refractive Counselor

REFRACTIVE SURGERY COUNSELOR

Position Overview Reporting to the Director of Marketing, the Refractive Surgery Counselor is responsible for guiding patients through the refractive surgery consultation process by providing education, building rapport, and supporting them in making informed decisions about their vision correction options. The Counselor's primary role is to conduct in‑office and virtual consultations, present refractive surgery recommendations, and convert qualified candidates into scheduled surgeries while maintaining accurate documentation and delivering an exceptional patient experience. In addition, the Counselor supports lead follow‑up, assists with marketing and educational initiatives, and collaborates closely with the Refractive Sales team, technicians, and physicians to ensure smooth patient flow and alignment with organizational goals.

Primary Responsibilities:

Consultations, Education & Conversion

• Conducts in‑office and virtual refractive surgery consultations, listening to patient goals, concerns, and visual needs.
• Educates patients on refractive surgery options, candidacy, risks, benefits, pricing, and post‑operative expectations.
• Guides patients through decision‑making and converts qualified candidates into scheduled surgeries.
• Presents financing options and collects deposits when applicable. Completes daily administrative balance sheets for deposit collections.
• Documents all consult outcomes, recommendations, and next steps in the CRM and PM/EHR systems. Moves leads to the appropriate status in the CRM system upon completion of consultation.
• Answers phone, email, and CRM inquiries promptly and professionally.
• Contacts leads to schedule consultations and reconnects with leads who have paused or not moved forward at a cadence defined by the Director of Marketing.
• Provides follow‑up communication to "thinking about it" patients and those needing additional information or reassurance.
• Coordinates with the Refractive Surgery Patient & Provider Liaison as well as the Refractive Surgery Technician to ensure seamless handoffs and accurate CRM status updates. Collaboration & Support Responsibilities
• Works closely with the Refractive Technician to re‑capture patients who no‑show or do not complete their scheduled diagnostic workup, ensuring all required testing is completed for surgeon review and patient moves forward with surgery.
• Supports LASIK surgery days by preparing patients for pre‑op consents, reviewing instructions, collecting required signatures, and ensuring efficient patient flow.
• Assists in keeping patients comfortable and informed throughout the LASIK surgery day and supports the surgeon with post‑operative discharge.
• Assists with preparation and execution of surgery day, interacting with patients and families to ensure a positive experience.
• Supports marketing initiatives including social media, videography, educational materials, internal training, and events.
• Attends elective surgery seminars and community events as assigned.
• Maintains strong rapport with internal and external physicians, teammates, and patients.
• Maintains up‑to‑date knowledge of refractive procedures, candidacy criteria, and patient care protocols.
• Serves as a back‑up for Refractive Surgery Technician & leads to consult conversion duties when staffing coverage is needed.
• Maintains a professional and polished appearance in accordance with company policy. Job Requirements
• High school diploma or equivalent
• Two years experience in sales or customer service preferred
• Healthcare experience a plus

Pay:

From $20.00 per hour

Benefits:

401(k) Dental insurance Health insurance Life insurance On-the-job training Paid time off

Work Location:

In person