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Refractive Patient Counselor

E/O/E

Position Summary:

The Refractive Patient Counselor is responsible for providing exceptional patient education and counseling for patients considering cataract surgery, premium intraocular lens (IOL) options, and refractive lens exchange (RLE). The Counselor works closely with physicians and the clinical team to understand each patient's visual needs, lifestyle, and expectations and to educate patients regarding available vision correction options.

This position serves as a trusted resource and ambassador for the practice by clearly explaining lens options, expected visual outcomes, benefits, risks, limitations, and associated costs. The Counselor helps patients make informed decisions regarding their recommended surgical options while providing an exceptional patient experience throughout the consultation and scheduling process.

 Essential Skills/Responsibilities:

• Performs refractive testing and pre-screening for cataract and refractive patients, including pre-counseling calls to assess visual needs, lifestyle, expectations, and interest in premium or elective vision correction options. Provides appropriate education regarding available options and communicates relevant information to the physician and clinical team
• Coordinates and schedules appropriate refractive pre-testing prior to the patient's cataract examination to identify potential premium IOL or refractive surgery candidates and ensure the physician and clinical team have the necessary information for the patient's evaluation.
• Provides individualized counseling to cataract and refractive patients regarding their physician-recommended vision correction options.
• Educates patients on standard and premium IOL technologies and explains the differences between available lens options based on the patient's visual goals and lifestyle.
• Discusses the benefits, risks, limitations, expected outcomes, and financial considerations associated with premium lens options and refractive procedures.
• Establishes rapport with patients and builds trust through knowledgeable, compassionate, and professional communication.
• Answers patient questions and addresses concerns regarding cataract surgery, premium IOLs, refractive lens exchange, and other vision correction procedures.
• Assists patients in understanding their physician's recommendations and supports them in making an informed decision regarding their surgical options.
• Discusses fees, financing, and payment options for elective and premium surgical services.
• Schedules patients who elect to proceed with premium IOL options or refractive lens exchange and coordinates appropriate preoperative and postoperative appointments.
• Follows up with patients who are considering premium surgical options and responds to patient inquiries in a timely manner.
• Tracks premium IOL and refractive surgery conversions and maintains accurate patient and financial documentation.
• Communicates internally with physicians and staff regarding patient counseling, lens selections, surgical scheduling, and elective services.
• Maintains excellent relationships with patients, referring providers, and affiliated practices.
• Prepares required documentation and ensures completeness and accuracy of counseling, financial, and surgical records.
• Adheres to HIPAA compliance and all applicable practice policies and procedures.
• Completes all compliance trainings requested by the company and required by law.
• Travels to clinical locations as needed.
• All other duties as assigned.

Education/Training:

Associate's degree or equivalent from two-year college or technical school; OR two to three years related experience and/or training; OR equivalent combination of education and experience. COA certification preferred.

Experience:

Sales or customer service background; ophthalmic/optometric/healthcare experience preferred. Training will be provided on the medical procedure and systems of the position.

Skills:

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Demonstrated excellence in verbal communication, as well as, written communication.
• Exceptional interpersonal and customer service skills.
• Critical thinking skills for identifying problems and resolutions in a fast-paced environment.
• Ability to calculate figures and amounts such as discounts, interest, commissions, percentages, area, circumference, and volume.
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical or complex instructions and deal with several abstract and concrete variables.
• Proficient in EHR medical software.

Attributes:

• Represents practice in a positive and professional manner.
• Compassionate and patient-focused
• Punctual.
• Team Player; willingness to help other staff.
• Attention to detail while multi-tasking.
• Diplomacy and confidentiality with patients and staff.
• Strong work ethic.
• Initiative/Self-Motivation.
• Professional appearance and demeanor

Physical Requirements:

• Ability to sit/stand/walk as the job requires for long periods of time, as well as, climb/balance, lift, push/pull and stoop/crouch as needed.
• Corrected or uncorrected visual acuity in at least one eye of 20/40 or better.
• Ability to operate office equipment requiring the use of one hand.
• Ability to work in a moderate noise level clinic.
• Corrected or uncorrected hearing/speaking capacity to enable suitable telephone communication skills.