Surgical Counsellor/ Pre-surgical Counsellor

Job Description:
Job Title: Surgical Counsellor/ Coordinator

Location: Scarborough

Compensation: TBD

About Us:
U Vision Group (UVG) aspires to seamlessly blend advanced vision care and aesthetic services, fostering improved lives, self-confidence, and well-being for our patients. We are a dynamic and innovative organization that values a positive work culture and is dedicated to the growth and development of our employees. We deliver outstanding services to our patients by embracing Continuous Improvement and Adaptability.

**Position Title**: Surgical Coordinator/Counsellor

**Reports To**: Clinic Supervisor

The Surgical Coordinator/Counsellor plays a pivotal role in advising and educating patients about their surgical options. This role involves counseling patients, managing surgical bookings, and ensuring that all procedural requirements are met according to the directives of the medical director and the needs of the patient.

**Key Performance Indicators (KPIs)**:

- Number of procedure upgrades
- Number of lens upgrades
- Patient satisfaction related to surgical counseling
- Number of surgical bookings
- Minimal to zero errors in booking, documentation, and reporting

**Duties and Responsibilities**:

- Accurately verify patient details, including name, date of birth, health card number, gender, contact information, and referring doctor.
- Pre-counsel patients before their doctor’s visit, providing detailed information on lens options and surgical techniques, along with associated costs.
- Collaborate with patients and their families to assess care needs, determine lens eligibility, and develop individualized surgical plans.
- Provide clear and accurate breakdowns of all fees associated with surgeries.
- Schedule surgeries according to doctor preferences, ensuring correct facility, date, procedure, and eye, while addressing any health concerns.
- Coordinate pre-surgery measurements, testing, and post-op appointments.
- Complete surgical paperwork efficiently, including obtaining necessary signatures for legal documents, particularly for IFH and non-OHIP patients.
- Deliver post-op instructions and ensure patients receive accurate prescriptions tailored to their specific surgery.
- Process payments for services and retail products following established cash handling protocols.
- Compile and report relevant statistics as required.
- Handle urgent surgical cases with accuracy and efficiency.
- Perform all administrative duties related to surgical cases, including data entry into hospital systems, preparing surgery day lists, rearranging surgery cases, and managing surgery bundles with all necessary documents.
- Ensure all surgical preparations are complete two weeks and two days before each operating day.
- Conduct pre-surgery reminder calls to confirm all details with patients and provide clear post-op instructions.
- Make courtesy post-op calls to check on patients and address any concerns or symptoms that may require earlier follow-up.
- Prepare and maintain surgical areas, ensuring cleanliness and readiness.
- Build and maintain professional relationships with other medical offices and hospitals.
- Monitor inventory levels and notify the team lead or site lead when supplies are low.
- Address patient inquiries, manage complaints, and direct calls to appropriate departments as necessary.
- Ensure all patient interactions and documentation are handled confidentially and in compliance with practice protocols.

**Requirements**:

- Experience in a similar patient-facing role is a significant asset.
- Knowledge or education in ocular (eye) health is preferred.
- Excellent communication skills in English.
- Proficiency in Mandarin or Cantonese is an asset.
- Strong interpersonal, customer service, problem-solving, and conflict resolution skills.
- Familiarity with medical terminology is an asset.
- High attention to detail and decisiveness.
- Excellent organizational and time-management skills.
- Demonstrated ability to analyze and resolve customer service issues.
- Professionalism and strong patient service manners.
- Ability to multitask effectively.

**Working Conditions**:

- Regular sitting and computer use.
- Involvement in a fast-paced clinic environment with frequent phone and screen usage.

Pay: From $19.00 per hour

Expected hours: 45 per week

Additional pay:

- Bonus pay

**Benefits**:

- Dental care
- Extended health care
- Life insurance
- Vision care

Flexible language requirement:

- French not required

Schedule:

- 8 hour shift
- Monday to Friday

**Education**:

- Bachelor's Degree (preferred)

Work Location: In person