Refractive Surgical Coordinator

Job Title Refractive Coordinator / Surgical Counselor Position Summary The Refractive Coordinator serves as the primary point of contact for prospective and existing refractive surgery patients. This role focuses on patient education, relationship building, consultation scheduling, and conversion of leads into surgical bookings for procedures such as LASIK, PRK, refractive lens exchange (RLE), and premium cataract services.

The ideal candidate combines exceptional customer service and consultative sales skills with the ability to guide patients confidently through the surgical decision-making process.

Key Responsibilities Sales & Patient Conversion Respond to inbound leads, inquiries, and consultation requests promptly, generally within 6 hours unless the requests arrive after hours, on the weekend or when you are OOO.Conduct consultative conversations with prospective patients regarding refractive surgery options.

Build rapport and establish trust to increase consultation-to-surgery conversion rates.

Explain pricing, financing, promotional offers, and package options.

Follow up consistently with undecided patients using phone, text, email, and CRM systems.

Meet or exceed monthly consultation and surgical booking goals.

Track lead sources, conversion metrics, and sales performance.

Patient Coordination Schedule consultations, diagnostic pre-appointments, and surgery dates with urgency.

Guide patients through the non-clinical aspects of the surgical journey.

Ensure completion of paperwork, financing applications, and scheduling requirements.

Coordinate with clinical and surgical teams to optimize patient flow and experience.

Maintain ongoing communication before and after procedures to support satisfaction and retention. Touch points should generally be within 6 hours of the initial contact, then once a week until patient decides to book apt. Once between consult and surgery date. Then twice post-surgery.

Customer Experience Deliver a high-end concierge-style patient experience.

Address patient concerns professionally and empathetically.

Maintain confidentiality and professionalism in all patient interactions.

Conduct patient reviews, referrals, and word-of-mouth marketing initiatives.

Administrative Duties Routine in person liaison with OD practices in New Hanover, Pender, Brunswick, Duplin, Onslow, Pender Counties and other areas as needed.

Maintain accurate records in EMR/CRM systems.

Prepare daily reports and track KPIs related to consultations and bookings.

Organize marketing events, seminars, and community outreach initiatives.

Collaborate with management on sales strategies and patient engagement efforts.

Qualifications High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
2+ years of experience in sales, patient coordination, medical aesthetics, ophthalmology, optometry, or elective healthcare preferred.

Proven ability to meet sales or conversion goals.

Strong communication, interpersonal, and organizational skills.

Must be energetic and a self-starter and be able to work independently and within groups

Comfortable discussing pricing and financing options.

Experience with CRM systems and scheduling software preferred.

Ability to multitask in a fast-paced environment.

Preferred Experience Refractive surgery, ophthalmology, optometry, cosmetic surgery, med spa, or elective medical sales experience.

Knowledge of LASIK, PRK, cataract surgery, or premium lenses.

Experience in consultative or relationship-based sales environments.

Bilingual candidates are a plus.

Key Competencies Consultative selling

Relationship management

Patient education

Emotional intelligence

Communication and persuasion

Time management

Goal orientation

Professionalism and discretion

Compensation

Base salary plus commission/bonus opportunities tied to surgical bookings and conversion metrics.

Potential incentives for monthly and quarterly performance goals.

Performance Metrics Lead response time Consultation booking rate Consultation-to-surgery conversion percentage

Monthly surgical volume

Revenue generated from refractive services

Patient satisfaction scores

Work Environment Medical office or refractive surgery center

May require occasional evenings or weekends for seminars/events

Frequent travel required primarily around the Southeast NC and into SC.