Patient Counselor (Medical & Refractive)

The Patient Counselor supports patients through Medical (e.g., cataract, glaucoma, DSEK/DMEK, MIGS) procedures from consultation to scheduling and refractive elective procedures such as LASIK, EVO-ICL, SMILE, and RLE . This role includes performing preliminary testing, educating patients on procedures and expectations, and guiding patients through financial decisions, including cash-pay options and insurance coverage. The position plays a key role in refractive conversion and practice growth by delivering a high-quality patient experience that builds trust and supports informed decision-making.

Essential Duties and Responsibilities:

Escort patients and maintain efficient patient flow Obtain medical/ocular history and perform preliminary testing (e.g., visual acuity, auto-refraction, corneal topography) Educate patients on procedures, including risks, benefits, and recovery expectations Present pricing and premium upgrade options with clarity and confidence Review consent forms and pre-/post-operative instructions Verify insurance benefits and obtain prior authorizations as needed Communicate patient status and clinical findings with providers Address patient questions and ensure understanding of next steps Schedule surgeries and coordinate follow-up care Maintain accurate documentation in EMR systems Provide excellent customer service to support patient satisfaction

Refractive Conversion Expectations:

Build rapport and trust with patients to support confident decision-making regarding elective procedures Effectively communicate the value of refractive surgery, including lifestyle benefits and long-term outcomes Guide patients through financial options and proactively address cost concerns Achieve and maintain target conversion rates for refractive consultations (benchmark to be defined by leadership, typically 60-75%+ consult-to-surgery conversion ) Consistently follow up with undecided patients to improve conversion outcomes Identify patient hesitation points and collaborate with providers to address barriers Accurately track and report consultation outcomes, conversions, and lost opportunities Contribute to continuous improvement of the patient experience and conversion process Complete all Docu-Sign packets, prior authorizations, medication coordination, and patient follow-up within designated timeframes, adhering to established protocols to ensure continuity of care and patient satisfaction

Qualifications:

High School Diploma or equivalent required 2-3 years of medical, sales, or customer service experience preferred Ophthalmology/optometry experience strongly preferred Proven ability or comfort with sales or conversion-based roles preferred Strong communication and interpersonal skills Comfortable discussing financial information Organized, detail-oriented, and able to multitask in a fast-paced environment Professional, reliable, and able to work independently Bilingual (Spanish) preferred Reliable transportation required Ability to work at multiple locations as needed Ability to lift up to 10 lbs.

Job Type:

Full-time Pay:

$24.00 - $27.00 per hour

Benefits:

401(k) 401(k) matching Employee discount Health insurance Paid time off

Experience:

Medical/Sales:

2 years (Required) Ability to

Relocate:

Irvine, CA 92618: Relocate before starting work (Required)

Work Location:

In person