Job Title: Pre-Surgical Counsellor/ Surgical Coordinator
Location: Scarborough AND Vaughan
***Job holder will be assigned to either clinics based on business needs. Job holder is required to have a reliable mean of commute. This is non-negotiable***
Compensation: $17.60 to $22.00 CAD per hour plus commission, matching based on candidate profile
Vacancy Status: There is existing vacancy for this position.
Artificial intelligence (AI) Usage: The company does not use AI during the hiring process.
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.
Job Description:
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.
Reports to: UELC Assistant Supervisor
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
- Voicemails and emails responded to within 24 hours
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.
- Manage phone calls, voicemails, emails, and Oscar messages professionally.
- 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 any extra language (e.g., French, Chinese) 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.
- Proficiency with relevant technology, including computers, software applications, and phone systems.
- 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 walking, sitting and computer use.
- Involvement in a fast-paced clinic environment with frequent phone and screen usage.
UVG is an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive environment for all.
Accessibility for Ontarians with Disabilities Act ("AODA") Statement
UVG welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
This Job Description is not intended to be an exhaustive list of all duties and responsibilities of the position. Employees are held accountable for all reasonable duties of the job as assigned by their supervisor or Company. Job duties and the percentage of time identified for any functions (where applicable) are subject to change by the employer at any time.
Job Type: Full-time
Pay: $17.60-$22.00 per hour
Benefits:
- Dental care
- Extended health care
- Life insurance
- Vision care
Work Location: In person
