Inbound Lead Counselor

Waring Vision Institute – Mount Pleasant, SC

The Inbound Lead Counselor serves as the primary point of contact for prospective patients. This position is responsible for engaging inbound leads, building rapport, and converting referrals and inquiries into scheduled appointments and surgical evaluations using a warm, consultative approach.

In addition, this role provides support to the Surgical Counseling and Front Desk teams, assisting with patient education, administrative tasks, and surgical counseling coverage when needed. The ideal candidate is personable, organized, and dedicated to providing exceptional patient care with professionalism, compassion, and strong communication skills.

• Serve as the primary contact for all referrals and inbound leads.
• Proactively manage referrals and inbound leads by reaching out via phone, email and text message.
• Engage prospective patients with a soft, conversational approach that builds trust and confidence.
• Educate prospective patients on vision correction options and guide them toward next steps.
• Convert referrals and inbound leads into scheduled surgical evaluations by addressing questions, concerns, and motivations.
• Accurately document all interactions, follow-ups, and outcomes.
• Perform consistent follow-up with unconverted leads to maximize scheduling opportunities.
• Maintain professionalism, empathy, and clarity in all patient communications.
• Meet individual and team scheduling and conversion goals while maintaining a patient-first mindset.

• Provide surgical counseling coverage as needed, supporting patients through surgical discussions and decision-making.
• Present surgical treatment plans clearly and confidently, helping patients make informed decisions.
• Facilitate meaningful conversations to understand patient goals and desired outcomes.
• Review financial information, including payment and financing options, with transparency and sensitivity.
• Apply consultative sales techniques to guide patients toward the best solutions for their needs.
• Collaborate with surgeons, surgical counselors, and the clinical team to ensure continuity of care.
• Support surgical scheduling and patient follow-up needs.

• Assist the Front Desk with administrative tasks, patient check in/out and appointment scheduling as needed.
• Respond promptly to internal and external communications (within 24–48 hours depending on urgency).
• Utilize office software and CRM systems efficiently and accurately.
• Perform additional duties as assigned by management.

• Bachelor’s Degree or equivalent experience.
• Eligibility for employment in the United States.
• Previous experience in inbound lead conversion, patient scheduling, patient counseling, or consultative sales preferred.
• Comfortable handling phone-based conversations and guiding patients toward scheduling.
• Strong interpersonal, verbal, and written communication skills.
• Highly organized with strong attention to detail.
• Team-oriented with a willingness to assist across departments as needed.
• Proficient with office software and CRM systems.
• Ability to thrive in a fast-paced, patient-focused environment.

• Mid-Senior level

• Full-time

• Other

• Medical Practices