Customer Service Coordinator

Refractive Coordinator

The Refractive Coordinator works under the direction of the Premium Services and Business Manager and supports the patient-facing and administrative functions of the refractive surgery program while also providing administrative support to Clinical Services. The position serves as primary contact for LASIK patients, coordinating inquiries, patient screenings, education, follow-up, scheduling, lead tracking, and communication throughout the refractive process.

In addition to refractive program responsibilities, the LASIK Coordinator will assist the Clinical Services Department with a variety of administrative functions, and projects to support tasks assigned to help meet organizational and operational needs.

Essential Functions and Responsibilities:

Patient Coordination

• Serve as a primary contact for LASIK inquiries and provide information regarding procedures, candidacy, costs, financing, and expectations.
• Coordinate eligibility screening, consultations, testing, surgeries, schedules and postoperative visits.
• Maintain accurate patient information and documentation in the EMR.
• Provide a positive, personalized patient experience throughout the refractive process.

Lead Management & Follow-Up

• Track refractive leads, follow-up activity, status, and conversion.
• Respond promptly to inquiries and provide proactive follow-up by phone, text, or email.
• Build rapport with prospective patients and address questions or concerns.
• Maintain an organized patient pipeline and assist with program reporting and outreach initiatives.

Clinical Services Administrative Support

• Provide administrative support based on departmental priorities and workflow needs.

Patient Care & Communication

• Provide professional, compassionate, and timely communication.
• Establish rapport easily and maintain an enthusiastic and engaging approach with patients.
• Escalate clinical questions or concerns to the appropriate team member.
• Maintain HIPAA compliance and patient confidentiality.
• Collaborate effectively with clinical teams, and leadership.

Other Duties

• Prioritize LASIK patient needs and responsibilities while providing flexible administrative support to Clinical Services based on operational needs.
• Perform additional duties to support departmental and organizational needs.

Additional Responsibilities

• This job description is not intended to be an exhaustive list of duties and responsibilities. Other duties may be assigned as necessary to support organizational, departmental, and patient care needs.

Qualifications

• High school diploma, GED required
• Previous healthcare, patient service, customer service, or medical office experience preferred.
• Knowledge of LASIK/refractive services or willingness to train.
• Strong communication, organization, follow-up, and multitasking skills.
• Comfortable discussing pricing and financing options with patients.
• Proficiency with EMR and standard office software.
• Outgoing, personable, and enthusiastic with the ability to easily engage patients and build rapport.
• Positive and energetic, with confidence initiating conversations and proactively following up with prospective patients.
• Strong attention to detail with the ability to work independently and as part of a team.
• Flexible and able to adjust responsibilities based on departmental needs.

Physical Demands:

This position requires an incumbent to sit at a desk and/or stand for long hours during regularly scheduled work hours. This job may include, but are not limited to sitting, reaching, stooping, crouching, kneeling, climbing, twisting, hearing and repetitive motions. The ability to lift up to 25 pounds. Must have reliable transportation and be able to drive/travel as needed.

Work Environment:

Temperature-controlled medical office setting.

Pay:

Starting pay range: $20.50– $23.80 per hour + Bonus, based on skills, experience, qualifications, and market considerations.