Surgical Counselor

About the Role

The Surgery Counselor is responsible for coordinating all aspects of surgical scheduling for an ophthalmology practice, ensuring a seamless experience for patients and providers. A Surgery Counselor is the Clinical counterpart to a Surgery Scheduler. This role serves as the primary liaison between patients, surgeons, and surgical facilities, managing pre-operative and post-operative appointments, insurance authorizations, and patient education. The Surgery Counselor plays a critical role in ensuring efficient surgical scheduling and a positive patient experience.

Responsibilities

• Coordinates and schedules surgeries, ensuring accuracy in procedure details, provider availability, and facility coordination.
• Communicates with patients regarding surgery dates, instructions, and necessary preparations, including pre-operative and post-operative care.
• Secures insurance authorizations and verifies coverage for surgical procedures, working closely with insurance companies and patients.
• Ensures all pre-operative requirements, such as medical clearances and diagnostic testing, are completed before surgery.
• Acts as a liaison between the practice, surgical facilities, and patients to ensure seamless coordination.
• Provides patients with detailed financial information regarding surgical costs, payment plans, and insurance coverage.
• Maintains an organized scheduling system to prevent conflicts and optimize surgical efficiency.
• Assists in the development and implementation of scheduling policies and best practices to improve workflow.
• Monitors and follows up on post-operative appointments to ensure continuity of care.
• Ensures compliance with HIPAA and OSHA regulations, maintaining patient confidentiality and safety at all times.
• Addresses and resolves scheduling conflicts, cancellations, or patient concerns promptly and professionally.
• Ensures 20/20 Patient Experience by anticipating patient registration and billing needs, anticipating patient needs (such as water, snacks), and providing consistent customer care.
• Demonstrates a strong commitment to confidentiality, ensuring that all patient information is protected and handled in compliance with applicable regulations.
• Maintains strong attention to detail, ensuring accurate record-keeping and documentation.
• Participates in all required trainings and employee engagement activities.

Requirements

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in healthcare administration or a related field preferred.
• Minimum of two years of surgical scheduling experience in a healthcare setting, preferably in ophthalmology.
• COA preferred.
• Advanced proven knowledge of all front desk procedures.
• If internal applicant, must qualify for Ophthalmic Tech II and have a letter of recommendation from someone in leadership within SEES (Manager, Regional Director of Clinical Operations for your region, or Support Center Leadership).
• Completion of at least 10 Qualifying SEES Advancement Credits every 24 months.
• Strong understanding of insurance verification, prior authorizations, and billing procedures related to surgical services.
• Experience with electronic health records (EHR) systems and practice management software.
• Excellent organizational and multitasking skills with attention to detail.
• Strong communication and interpersonal skills to effectively coordinate with patients, providers, and surgical facilities.
• Ability to problem-solve, manage time efficiently, and handle high-pressure situations with professionalism.
• Dependable transportation required for travel to other locations as needed.
• Proficient with Microsoft Office Suite or related software.
• Excellent verbal and written communication skills.

Qualifications

• Patient Experience – Understanding and anticipating the patient’s needs; proactively strives to exceed expectations and provide ongoing education and communication.
• Proactive – Keeps others informed; asks for help when needed; brings challenges or concerns to leadership.
• Analytical mind – Capable of out-of-the-box thinking to solve problems.
• Professionalism – Displays cautious, helpful, and ethical behavior; maintains composure under difficult circumstances.
• Excellent Communication Skills – Written and verbal; focuses on active listening to better understand the needs of co-workers and patients.
• Drive for Results – Strives for improving the patient experience by committing to continuous improvement and doing above and beyond for optimal outcomes.
• Focus on Efficiency – Utilizes technology, innovation, and process improvements to continuously improve efficiency and effectiveness.
• Teamwork – Participates as a team member and establishes strong working relationships with teammates and across the organization.
• Celebrates Change – Receptive to new ideas and responds to changes with flexibility and optimism.
• Forward-thinking attitude – Considers how actions and behavior influence or affect others and impact future growth in the company.
• Continues Learning and Improvement – Acknowledges own strengths and development needs and works to strengthen capabilities.
• Ownership Skills – Helps foster a positive workplace environment that encourages accountability, collaboration, and transparency.
• Self-awareness – Understanding your learning style and personality traits; focuses on strengths rather than weaknesses.
• Pride in one’s work – Asks questions when needed, provides feedback, and completes job tasks in a timely manner.
• Alignment – Aligns job responsibilities and projects with the company’s goal and mission.
• Pro-active measures – Anticipates problems and develops solutions in daily work.
• Asks for clarification when needed; works in an organized and structured environment to minimize stress during busy workdays.
• Confidence to express ideas and solutions during meetings or projects; openness to other employees’ opinions and feedback.
• Establishes performance goals and aligns personal interest and career aspirations with new tasks and responsibilities.
• Offers solutions to problems rather than presenting issues.
• Asks for constructive feedback regarding job performance.
• Shares responsibility for actively maintaining "workload items" for clinical and support buckets.

Pay

Pay Range: $20/hr – $26/hr. Actual compensation is determined based on qualifications, experience, certifications, internal equity, and business needs.

Benefits

• Medical, Dental & Vision Insurance
• 401(k)
• Paid Time Off & Holidays
• Life & Disability Insurance
• Tuition Reimbursement
• Continuing Education Support
• Certification Sponsorship
• Employee Eyewear Discounts
• Referral Bonus Opportunities
• Paid Training & Career Development
• Growth & Advancement Opportunities
• Supportive Team Environment

Physical Requirements

• Ability to remain stationary for extended periods
• Frequent use of hands, fingers, and computer equipment
• Ability to communicate effectively with patients and team members
• Ability to occasionally lift, carry, push, or pull up to [XX] pounds

Compliance Requirements

• Annual compliance training is required.
• Compliance with HIPAA, OSHA, and company policies is required.
• Background screening may be required based on position.
• Drug screening may be required based on position and location.