Heaton Eye Associates

Job Summary:

The Lead Refractive Surgery Counselor will guide patients through every step of the refractive surgery process, from initial consultation to post-operative care, while serving as a resource and leader for the Refractive Surgery Counseling team. This position will maintain a strong focus on patient experience, sales, surgical conversion, lead responsibilities, scheduling, and overall department performance.

The ideal candidate will have a strong sales background and the ability to build relationships, identify patient needs, effectively communicate the value and benefits of refractive surgery options, overcome objections, and confidently guide patients toward the appropriate surgical solution. The Lead Counselor will use proven sales and customer service skills to help drive refractive surgery growth while maintaining a patient-centered approach.

In addition to performing the responsibilities of a Refractive Surgery Counselor, the Lead Counselor will help ensure consistent workflows, communication, training, and accountability across the RFK team at all locations. This role will work closely with physicians, clinical teams, Marketing, Insurance/Authorization, and leadership to identify opportunities for improvement and support the continued growth of refractive surgery services.

The ideal candidate will have strong leadership, communication, organizational, and problem-solving skills, with the ability to coach and support others while maintaining a hands-on approach with patients and daily operations. The Lead Counselor should demonstrate maturity, professionalism, and integrity in their interactions with patients and coworkers.

About the Practice:

The physicians of Heaton Eye Associates have been serving East Texas’ vision needs for over 40 years. We offer state-of-the-art technology with special services ranging from primary eye care to world-class laser surgery. Our physicians were the first to offer LASIK laser vision correction in East Texas and have performed tens of thousands of procedures since its inception. Heaton Eye offers a wide range of premium lenses including Symfony Extended Depth of Focus lenses, PanOptix® lenses, and Vivity® lenses to offer freedom from glasses and contacts after cataract surgery. Our surgeons were the first in East Texas to offer the RxSight Light Adjustable Lens, the only lens implant that allows patients to preview and adjust their vision after cataract surgery. We are the first and only practice in the area offering EVO ICL, another exciting option offering patients freedom from contacts and glasses. Additionally, we have the only fellowship-trained Pediatric Specialist as well as the only Oculoplastic Surgeon offering cosmetic, medical, and reconstructive surgery as well as state-of-the-art aesthetic services in the area. The extensive care and energy Heaton Eye Associates puts into maintaining our leadership position on information and technology in the rapidly evolving science of ophthalmology reflects our commitment to our patients. 

About the Area:

Our East Texas locations in Tyler, Longview and Athens offer year-round activities the entire family can enjoy. In Longview, you can experience Texas' rich history and culture. Tyler is surrounded by 25 prime sporting lakes, offering wonderful opportunities for fishing and boating. In the spring, Tyler residents enjoy the colorful spring flowers. Athens, whose tagline is Hamburgers-Heritage-Texas, has the charm of a small, southern town while still retaining many qualities of a larger city and is home to the East Texas Arboretum and Botanical Society.

Certifications/Licensures:

• Preferred COA and/or Associate's Degree

Experience:

• Two years' experience in sales required 
• Minimum two years' experience in ophthalmology or related setting 
• Previous leadership, mentoring, training, or coaching experience preferred
• Demonstrated success in sales, lead conversion, and achieving performance goals
• Insurance Verification knowledge preferred

Education:

• High school diploma
• Preferred Associates Degree in related field 

Job Duties:

• Patient Counseling and education of refractive procedures as well as pre-testing procedures
• Patient scheduling and follow-up, phone and face-to-face
• Following up and managing all web and phone leads and inquiries
• Assist/coordinate, planning, and attendance of marketing events, community outreach, and promotional activities.
• Database and Co-Management Documentation/Coordination 
• Work in LASIK suite on surgery days as needed, drive patient and surgical flow
• Assist with coverage and workflow needs across RFK locations when needed
• Collaborate with leadership to develop and maintain standardized counseling processes and best practices
• Help promote accountability for timely patient follow-up and appropriate documentation
• Track performance metrics: lead conversion, consultation conversion, surgical conversion, follow-up activity, & volume
• Help identify workflow gaps, inconsistencies, or opportunities for improvement and communicate them to dept. Manager
• Serve as a subject matter resource for refractive procedures, pre/post op care, patient counseling, and scheduling 
• Help train and onboard new Refractive Surgery Counselors and provide ongoing support as needed
• Assist leadership with maintaining consistent RFK workflows, processes, and patient communication across all locations
• Serve as a daily resource and point of contact for the Refractive Surgery Counseling team
• Serve as a role model for patient service, professionalism, teamwork, and organizational expectations
• Escalate patient, workflow, staffing, or operational concerns to department Manager when appropriate
• Provide coaching and peer support to counselors while maintaining a positive and collaborative team environment
• Assist with RFK meetings, training, education, and implementation of new processes or technology
• Occasional Weekend shifts
• Occasional Travel Requirements 
• All other duties as assigned 

Qualifications and Skills:

• Data based management
• Word processing 
• Medical Management Software
• Preferred Excel spreadsheet
• Preferred NextGen EPM/HER
• Knowledge of equipment necessary to perform vision screenings
• Excellent verbal and written communication skills
• Organizational skills 
• Strong sales and closing skills with a consultative, patient-centered approach
• Ability to adapt to changing technology, procedures, promotions, and workflows
• Comfortable presenting information in one-on-one and group settings
• Ability to work independently and make sound decisions while knowing when to escalate
• Strong relationship-building skills with patients, physicians, clinical staff, and referral partners
• Ability to maintain consistency in processes across multiple locations
• Ability to provide constructive feedback and accountability to peers
• Strong conflict resolution and problem-solving skills
• Ability to identify barriers to conversion and develop appropriate follow-up strategies
• Strong understanding of the refractive surgery patient journey, from lead through post-op
• Ability to analyze performance data and identify trends or opportunities
• Ability to mentor/lead team members on sales, patient communication, follow-up, and conversion
• Represent the RFK department with professionalism and pride
• Understand that being selected as a Lead Counselor is a position of trust and responsibility, and use that role to positively influence the team. 

Benefits:

• Affordable Health and Dental 
• Vision Care
• Life insurance
• PTO 
• 401K

JOB CODE: 194