SUMMARY
The Patient Counselor serves as a key liaison between patients and the clinical team, guiding
individuals through the surgical consultation process and ensuring a seamless, supportive experience
from initial inquiry through post-operative care. This role combines patient education, scheduling
coordination, and consultative sales support to help patients make informed decisions while
supporting practice growth and physician efficiency.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Manage surgical and clinical scheduling for physicians to optimize calendars, efficiency, and profitability.
- Coordinate all aspects of patient care including prescriptions, surgical consents, and pre- and post-operative instructions.
- Conduct patient consultations for DLV surgical products and services, emphasizing education and informed decision-making.
- Track surgical conversions, scheduling metrics, and performance data; prepare monthly and quarterly reports.
- Collaborate with surgery teams, inside sales, and marketing to ensure consistent patient messaging and experience.
- Oversee drop kit sales and support strategies to increase sales efficiency and conversion rates.
- Remain knowledgeable of current promotions and actively support internal marketing campaigns.
- Facilitate co-management and referral services with patients and external OD/MD partners.
- Maintain expert-level knowledge of DLV surgical offerings and patient services.
- Assist with internal marketing and social media engagement initiatives.
- Monitor patient satisfaction surveys and assist in improving patient experience across locations.
- Support initiatives to optimize average sales price per patient (revenue) and improve conversion strategies.
- Identify opportunities to streamline operations and improve care coordination.
- Drive alumni referrals and cross-selling opportunities across services.
- This is an in-office position, remote work is not available.
- Other duties as assigned.
EDUCATION AND/OR EXPERIENCE
- High school diploma or equivalent required
- Bachelor’s degree preferred, but not required
- Prior experience in patient coordination, healthcare operations, sales support, or medical consulting preferred
- Experience in surgical, ophthalmology, or specialty medical practice preferred
- Bilingual (Spanish) preferred
- Demonstrated ability to conduct consultative, patient-centered conversations regarding elective and surgical procedures
- Strong ability to educate patients on treatment options, pricing, and next steps in a clear and empathetic manner
- Proven ability to manage multiple patient cases simultaneously while maintaining accuracy and attention to detail
- Ability to coordinate complex schedules involving physicians, surgery centers, and patient availability
- Strong organizational skills with the ability to track conversions, follow-ups, and performance metrics
- Ability to collaborate effectively with clinical teams, sales leadership, and marketing partners
- Strong verbal, written, and interpersonal communication skills
- Ability to exercise sound judgment and discretion when handling sensitive patient and financial information
- Proficiency in Microsoft Office (Word, Excel, Outlook), including the ability to use Excel for tracking schedules, metrics, and reports; experience with scheduling systems or CRM tools preferred.
- Ability to adapt quickly in a fast-paced, performance-driven healthcare environment
CERTIFICATES, LICENSES, REGISTRATIONS
None required.
SUPERVISORY RESPONSIBILITY
This position has no direct reports or supervisory responsibilities.
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.
