Refractive Surgical Coordinator

Wilmington Eye; Wilmington (NC); On-site; USD 45,000 - 65,000; Full time

Job summary

Wilmington Eye in Wilmington, NC seeks a Refractive Coordinator to guide prospective refractive surgery patients through education, consults, and scheduling for LASIK, PRK, and premium cataract services. You will build rapport, explain pricing and financing, and drive conversions while coordinating with surgical teams.

The role emphasizes delivering a high-end concierge-style patient experience, meeting monthly consultation and booking goals, and managing paperwork and communications across the

Qualifications

• Minimum high school diploma or equivalent; associate/bachelor preferred.
• 2+ years in sales, patient coordination, medical aesthetics, ophthalmology, or elective healthcare.
• Proven ability to meet sales or conversion goals.
• Strong communication and organizational skills.
• Experience with CRM systems and scheduling software.
• Comfort discussing pricing and financing options.

Responsibilities

• Respond to inbound leads promptly to convert into consults and bookings.
• Conduct consultative conversations explaining refractive options and pricing.
• Coordinate consultations, pre-appointments, and surgery dates with urgency.
• Maintain patient relationships pre- and post-procedure to ensure satisfaction.
• Prepare reports and track KPIs related to consultations and bookings.
• Collaborate with ophthalmologists and clinic staff to optimize patient flow.

Skills

Sales

Patient coordination

CRM usage

Communication

Relationship management

Education

High school diploma or equivalent

Associate’s degree

Bachelor’s degree

Tools

CRM systems

Scheduling software

Job description

Job TitleRefractive Coordinator / Surgical CounselorPosition SummaryThe 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 ResponsibilitiesSales & Patient ConversionRespond 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 CoordinationSchedule 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 ExperienceDeliver 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 DutiesRoutine 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.QualificationsHigh 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 groupsComfortable discussing pricing and financing options.Experience with CRM systems and scheduling software preferred.Ability to multitask in a fast-paced environment.Preferred ExperienceRefractive 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 CompetenciesConsultative sellingRelationship managementPatient educationEmotional intelligenceCommunication and persuasionTime managementGoal orientationProfessionalism and discretionCompensationBase salary plus commission/bonus opportunities tied to surgical bookings and conversion metrics.Potential incentives for monthly and quarterly performance goals.Performance MetricsLead response timeConsultation booking rateConsultation-to-surgery conversion percentageMonthly surgical volumeRevenue generated from refractive servicesPatient satisfaction scoresWork EnvironmentMedical office or refractive surgery centerMay require occasional evenings or weekends for seminars/eventsFrequent travel required primarily around the Southeast NC and into SC.