Counselor at Eye Care Partners

SUMMARY

The Refractive Counselor is the key interface between potential/current patients interested in Cataract Surgery and the medical, technical and administrative staff of the practice. The Refractive Counselor provides face-to-face screening, balanced education and counseling to prospective patients regarding the benefits of intraocular lens options, including elective options with advanced-technology lenses (ATIOLs). In addition, the counselor is responsible for discussing cost and payment options for these elective services. The counselor is also responsible for implementing all facets of relationship management systems including data entry of marketing and outcome data.

Demonstrates quality patient service during interactions with patients, coworkers, and vendors:

Exhibits a positive attitude and is flexible in accepting work assignments and priorities

Meets attendance and tardiness expectations

Is dependable; follows policies and procedures

Maintains professionalism in interactions with patients and coworkers

Performs quality work and consistently exhibits initiative

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Acts as primary point of contact for IOL patient inquiry, education/counseling, as well as initial information gathering. This includes: Helping patients evaluate their vision goals post-cataract surgery, providing information regarding eye anatomy and the cataract surgical procedure, educating patients on each lens option for their situation, and explaining the benefits of these options.
• Assists physicians with daily patient flow and act as a liaison between the patient and physician, coordinating with practice staff to ensure seamless patient transfers.
• Maintains a thorough understanding of payment options and provides explanation of these options with prospective patients.
• Manages all communications within EMR, email, or other web-based systems including follow-up phone calls and correspondence required to maintain patient relationships with the practice, promptly and in a patient friendly, customer service orientated manner.
• Responsible for compiling and generating patient data using tracking tools and/or spreadsheets.
• Actively contributes to practice development through collaboration with administration for patient incentive letters, marketing for promotions, and gathering patient testimonials for practice materials and social media.
• Engages with representatives from manufacturing companies of IOLs (ie. Alcon, B&L, AMO, etc.) to remain current on marketing practices/promotions and patient education tools.
• Sends practice, product and/or treatment, and financing information via email or regular mail to non-closed leads (letter and brochure). Makes follow up phone inquiries and record progress using tracking tools and/or spreadsheets.
• Manages Doctor-to-Doctor calls and Doctor-to-Patient calls via phone, email, or EMR.
• Monitors and updates the supply of educational materials for cataract surgery and IOLs throughout the reception areas for the practice.
• Maintains excellent communication/professional relationship with referring doctors and staff.
• Other duties as assigned.

JOB QUALIFICATIONS To perform the job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily with or without reasonable accommodation. The requirements below are representative of the minimum knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

EDUCATION AND/OR EXPERIENCE

• Bachelors Degree preferred
• Proven excellent communication skills (verbal and written) and computer experience, including Word and Excel.
• Previous experience in at least two (2) of the following areas required:
• Customer service
• Marketing
• Sales
• Medical/Healthcare and/or Ophthalmology/Optometry
• Patient Advocacy/Education

• Additional qualifications to include:
• Excellent verbal/written communication skills to communicate effectively with patients, physicians, and practice staff
• Strong interpersonal skills and friendly demeanor to engage patient and help them feel at ease
• Strong organizational skills and a proven ability to multitask
• Proactive work ethic with a self-starter mindset to ensure adequate preparation prior to patient counseling
• Demonstrated maturity that allows him/her to relate to the needs/frustrations of the cataract patient and maintain a high degree of professionalism
• Strong telephone and computer skills (ie. Word, Excel)

CERTIFICATES, LICENSES, REGISTRATIONS

• N/A

PHYSICAL DEMANDS

Indicate the amount of time spent for each activity required as it relates to the essential functions.

Physical Requirements

% of Time

LBS

Physical Requirements

% of Time

LBS

Bending

10

Vision close/distance

100

Carrying

10

25

Vision color vision

100

Climbing

10

Vision depth perception

100

Driving

10

Vision peripheral vision

100

Grasping

10

Vision ability to adjust focus

100

Hearing

100

Stooping

10

Lifting

10

25

Walking

10

Pulling

10

25

Writing/Typing

100

Pushing

10

25

Speaking

100

Reaching

10

Fine Motor Skills

100

Sitting

80

Use of Hands

100

Standing

10

Other (please describe)

Location: Work takes place in a normal office environment. Travel to other CVP locations may be necessary to fulfill essential duties and responsibilities of the job. Thus, those needing to travel for work must have access to dependable transportation, and driving record must meet company liability carrier standards.

Exposure: Works in normal office environment during normal business hours. May be exposed to blood or bodily fluids. May also be exposed to various cleaning supplies.

Equipment: The equipment typically used in this position is a computer, fax, copier, printer, scanner and telephone. Must have good working knowledge of Word, Excel and Access. Other equipment may be used as needed. Personal Protective Equipment (PPE) follows standard precautions using personal protective equipment.

DISCLAIMER

This job description is intended to convey information essential to understanding the current scope of the job and the general nature and level of work performed by current job holder(s) within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. CVP reserves the right to change the expectations of the job and assign or reassign duties and responsibilities at any time.

Employment Type: Full Time