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Refractive Patient Care Counselor- Phoenix


  • Posted: 06 August 2020
  • Full-time
  • Phoenix, AZ, USA

At American Vision Partners (AVP), we’re bringing the best together. Our company was created with the affiliation of Barnet Dulaney Perkins Eye Center, Southwestern Eye Center, and the M&M Eye Institute. Today we’re one of the nation’s largest and most comprehensive ophthalmology practices with more than 45 eye care centers in Arizona and New Mexico - including 24 ambulatory surgical centers. At AVP we are committed to best in class patient care, being a pioneer in research and technology and most importantly, rewarding and recognizing our employees!

Patient Care Counselor- Phoenix

As a Patient Care Counselor you will educate and counsel patients regarding their surgical vision correction options. Responsible for assisting the patient with all aspects of the surgery scheduling process and pre-operative preparations in order to make the surgical experience as smooth as possible for the patient. Schedules surgery, makes all surgical appointments, verifies insurance and prepares charts for surgery. Follows up on all non-converted consultation patients and answers inbound refractive surgery inquires.


 Education and Experience:

  • High school diploma or equivalent
  • Minimum one year medical practice experience; refractive, surgical, aesthetic or ophthalmology specialties preferred
  • Sales or educational experience a plus


  • This position requires a friendly, outgoing, flexible team player with good customer service skills
  • Exemplary organizational skills with attention to detail
  • Excellent interpersonal skills, interacts positively with physicians, staff and patients
  • Ability to work cooperatively as a team member in a diverse environment
  • Ability to make decisions within established protocols and with minimal supervision
  • Self-motivated with strong desire to succeed
  • Ambitious with the drive to exceed goals
  • Demonstrated computer literacy
  • Familiarity with general office equipment
  • Able to work in a fast-paced office environment, including working in a standing or seated position for long periods of up to 8 hours per day, 5 days per week
  • Report to work on a regular and timely basis and complete the scheduled workday on a consistent basis
  • Ability to work varying shifts, additional hours and/or overtime depending on business needs
  • Willingness to be cross-trained and fill in for other staff members
  • Build rapport, provides clear, concise details regarding specific surgery and cost; answers questions regarding procedure
  • Recognizes patients personally; greets with a smile; makes eye contact and uses appropriate dialogue to provide a positive experience
  • Overcome objections and recommend surgery based on patient’s desired outcome and physician recommendation
  • Demonstrates thorough knowledge of company’s services and procedures, and communicates to patients in a way designed to earn patient’s trust and business
  • Maintain a conversion rate of 60% or higher of eligible candidates
  • Meet the companies goals set forth during and said time frame
  • Obtains necessary information from patients to complete paperwork
  • Schedule all patient surgery appointments; pre- and post-operative appointments, including those with the patient’s referring physician
  • Aid patients in obtaining financing if needed
  • Prepares surgical charts, labels documents with appropriate surgical paperwork per ASC Coordinator specifications
  • Works closely with other departments / office to transfer chart information and complete charts as requested
  • Answer all telephone inquiries from patients, their families, or referring physicians concerning surgery
  • Obtains proper referral or authorization
  • Collecting and processing payments from patients and daily reconciliation of cash report
  • Respond to new patient inquiries and making outbound calls and/or emails to leads
  • Follow up on all non-converted patients after consult
  • Solicit referrals from patients- creating excitement for sharing a positive experience for friends and family

Benefits & Perks:

Your health, happiness and your future matters! At AVP, we offer everything from medical and dental to significant eye care discounts, continuing education, 401(k), 9 paid holidays plus PTO, flexible work hours and much more!

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.