Remote Surgery Counselor; Bilingual

The Call Center Premium Surgery Counselor is responsible for assisting the patient with all aspects of the surgical process and pre‑operative preparations in order to make the surgical experience as smooth as possible for the patient. The Counselor educates and counsels patients regarding their surgical options, including premium product offerings. They schedule surgery, make all surgical appointments and act as a liaison between the office, surgical facility, patient and the referring physician.

• Maintains basic knowledge of surgeries performed at American Vision Partners facilities
• Counsels patients for surgery by providing clear, concise details about what to expect for the surgery
• Able to educate patients on the pre/post‑operative instructions and the consents for surgeries
• Reviews all surgery paperwork to ensure we have received back from the patient the necessary signed documents
• Schedules necessary appts, as appropriate by specialty
• Monitors surgery schedules for cancellations/no‑shows to ensure patient is contacted to reschedule
• Ensures all patient out of pocket money owed is documented and collected prior to surgery
• Helps to maintain referring provider relationships
• Helps create an exceptional patient experience
• Monitors the voicemail inbox and tasking inbox and responds to the inquiries to ensure patients are followed up with timely
• Answers incoming phone calls from patients concerning their surgery
• Maintains patient confidentiality at all times
• Participates in on‑going training and continued education
• Encourages a team‑oriented environment
• Performs any, and all additional duties as assigned

• Previous experience in call center environment in a healthcare setting/industry.
• High School Diploma or GED required
• At least one-year of experience in a medical practice; refractive, surgical, aesthetic or ophthalmology specialties preferred
• Experience in ophthalmology preferred
• Must be comfortable discussing financial options and presenting payment plans
• Excellent verbal and written communication skills
• Ability to make decisions within established protocols and with minimal supervision
• Detail oriented, reliable and able to multi‑task in a fast paced, high‑volume work environment
• Demonstrated ability to meet deadlines

Your health, happiness and your future matters! At AVP, we offer everything from medical and dental insurance, significant eye care discounts, child care assistance, pet insurance, continuing education funds, 401(k), paid holidays, PTO, Sick Time, opportunity for growth, and much more!

Remote Premium Surgery Counselor Bilingual
• MESA, AZ, US