The Hidden Role Driving Refractive Surgery Conversions: Why Training Your Coordinator Matters Most

When ophthalmology practices look to increase refractive surgery volume, the first solutions that come to mind are often marketing, technology upgrades, or even pricing adjustments. While these strategies matter, the true bottleneck in most practices isn’t in the ad spend or surgical suite - it’s sitting right at the front lines: the refractive coordinator.

The Coordinator as the Bridge

The refractive coordinator is the patient’s guide through the entire decision-making journey. They’re the first voice patients hear when booking a consultation, the person who explains procedures in relatable terms, and often the last point of contact before a patient schedules surgery.

In short, coordinators are the bridge between curiosity and commitment.

Where Conversions Break Down

It’s not uncommon for practices to invest tens of thousands into marketing only to see leads fall flat. Why? Because coordinators may:

• Fail to build rapport in the first 60 seconds.

• Struggle to address objections like cost or fear of surgery.

• Stop following up after one call or email.

  
  

Most patients don’t say “no” outright - they delay, hesitate, or disappear. Without a confident coordinator guiding them, those opportunities vanish.

A Simple Example

One practice we worked with was averaging 30 LASIK leads per month. Their coordinator contacted each lead once, left a voicemail, and waited for patients to respond. They booked 8 surgeries that month.

After introducing a structured follow-up system with scripts and touch points, that same practice booked 16 surgeries the next month - doubling conversions with the same lead volume.

The difference wasn’t in marketing. It was in the coordinator’s process.

What Patients Need Most

Patients considering vision correction don’t need more data. They need:

• Reassurance that their concerns are normal.

• Guidance from someone who’s confident and empathetic.

• Consistent follow-up so they feel cared for, not forgotten.

  
  

And the coordinator is uniquely positioned to provide all three.

Refractive Coordinator Training = Growth

Surgeons and practice owners often underestimate how much a trained coordinator impacts revenue.

If your coordinator converts just 2-3 more surgeries per month, that’s $7,000–$10,000 in additional revenue monthly.

Over a year, the impact is six figures or more.

The Solution

That’s exactly why we created the Refractive Coordinator Training Manual. It gives coordinators scripts, role-play exercises, follow-up workflows, and objection handling strategies designed specifically for refractive practices.

It transforms coordinators from “schedulers” into confident patient guides - the kind of guides who build trust and close the gap between consults and surgeries.

👉 Learn more here: Refractive Coordinator Training Manual. You don't want to miss this!