Refractive Surgical Coordinator

Wilmingtoneye; Wilmington (NC); Hybrid; USD 40,000 - 65,000; Full time

Benefits offered by this job

Commission/bonus opportunities

Job summary

Wilmington Eye seeks a Refractive Coordinator / Surgical Counselor to be the primary contact for prospective refractive surgery patients in Wilmington, NC. The role emphasizes patient education, relationship building, and converting leads into surgical bookings for LASIK, PRK, and related procedures.

The ideal candidate has strong consultative sales skills, can guide patients through treatment decisions, and coordinate non-clinical steps from inquiry to surgery with a high level of service.

Qualifications

• 2+ years of experience in sales, patient coordination, medical aesthetics, ophthalmology, or elective healthcare preferred.
• Strong communication, interpersonal, and organizational skills.
• Experience with CRM systems and scheduling software preferred.

Responsibilities

• Respond to inbound leads and consultation requests promptly, generally within 6 hours.
• Conduct consultative conversations with prospective patients regarding refractive surgery options.
• Explain pricing, financing, and package options to patients.
• Coordinate with clinical and surgical teams to optimize patient flow and experience.
• Follow up consistently with undecided patients using phone, text, email, and CRM systems.

Skills

Consultative selling

Relationship management

Patient education

Communication

Time management

Multitasking

Education

Associate's or Bachelor's degree preferred

Tools

CRM systems

Scheduling software

Job description

Job Details

Job Location: Wilmington Eye - Wilmington, NC 28403

Position Type: Full Time

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.