Surgical Services Navigator

Job Description

Job Description

Description:

Surgical Services Navigator (floater)

E/O/E

Position Summary : The Surgical Services Navigator involves relationship building and caring for patients, refractive intraocular lenses, and other forms of vision correcting procedures. The position takes great pride presenting him or herself in the best possible manner as an ambassador for the practice. This position works with our highly qualified and skilled doctors to identify needs of potential clients, educate them on the practice, procedures, and provide them with outstanding care from exam through post-procedure. The Counselor demonstrates a high standard of customer service with patient and practice goals in mind and excellent communication skills for interdepartmental coordination throughout the continuum of care.

Essential Skills/Responsibilities:

• Implements and promotes internal marketing activities/themes.
• Tracks premium IOL/Catalys conversions.
• Responds to information inquiries.
• Completes counseling at exam to explain vision correction options, discusses risks and benefits, coordinates financing and payment, completes consent and other documentation requirements, answers questions, schedules surgery and post-op care.
• Maintains excellent relationships with ESG/PPMS/PASCH-affiliated and other providers; communicates status of all patients referred for Refractive services, keeping the referring provider and ESG/PPMS/PASCH team informed.
• Counsels patients regarding: cataract, crosslinking, and other services.
• Prepares surgery charts, ensuring completeness and accuracy of all clinical and financial documentation.
• Coordinates with ESG/PPMS/PASCH-affiliated providers to schedule pre- and/or post-operative care for patients electing Refractive procedures.
• Logs and returns all calls.
• Completes all compliance trainings requested by company and required by law.
• Adheres to HIPAA Compliance plan.
• Communicates internally with all staff and Physicians regarding Elective Services.
• Communicates externally with patients, vendors, etc.
• Travels to all clinical locations as needed.
• All other duties as assigned.

Education/Training:

Associates Degree or equivalent from two-year college or technical school; OR two to three years related experience and/or training; OR equivalent combination of education and experience. COA certification preferred.

Experience:

Sales or customer service background; ophthalmic/optometric experience preferred.Training will be provided on the medical procedure and systems of the position.

Skills:

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Demonstrated excellence in verbal communication, as well as, written communication.
• Exceptional interpersonal and customer service skills.
• Critical thinking skills for identifying problems and resolutions in a fast-paced environment.
• Ability to calculate figures and amounts such as discounts, interest, commissions, percentages, area, circumference, and volume.
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical or complex instructions and deal with several abstract and concrete variables.
• Proficient in EHR medical software.

Attributes:

• Represents practice in a positive and professional manner.
• Punctual.
• Team Player; willingness to help other staff.
• Attention to detail while multi-tasking.
• Diplomacy and confidentiality with patients and staff.
• Strong work ethic.
• Initiative/Self-Motivation.

Physical Requirements:

• Ability to sit/stand/walk as the job requires for long periods of time, as well as, climb/balance, lift, push/pull and stoop/crouch as needed.
• Corrected or uncorrected visual acuity in at least one eye of 20/40 or better.
• Ability to operate office equipment requiring the use of one hand.
• Ability to work in a moderate noise level clinic.
• Corrected or uncorrected hearing/speaking capacity to enable suitable telephone communication skills.