Patient Counselor
About the role
NVISION® Eye Centers is one of the largest ophthalmology providers in the U.S., with over 100 centers across five states including California, Oregon, Arizona, Texas, and Utah. An innovative leader in ophthalmology, we are dedicated to providing the best patient experience through the use of the latest technology and treatment by the most talented and experienced surgeons in the industry. With more than 3,000 eye doctors referring their patients and trusting their own eyes to NVISION surgeons, NVISION Eye Centers is the Eye Doctors' #1 Choice®. The Patient Counselor (PC) is responsible for guiding patients through the elective surgery decision-making process and helping them confidently move forward with their recommended treatment. This is a consultative sales position that combines exceptional patient experience, patient education, and relationship building. The PC is responsible for understanding each patient’s goals, needs, and concerns; communicating the value of NVISION’s treatment options and services; addressing questions and objections; and ultimately converting qualified patients into scheduled surgical procedures. The PC works closely with physicians, clinical staff, and center leadership to create a seamless patient experience while achieving established performance goals, including consultation conversion, premium upgrades, and other key performance indicators.
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.