We want to provide our patients with a professional experience. Please dress appropriately but fashion forward. We would like staff to be color coordinated. Please check with your manager for the color of the day. Colors may be repeated throughout week.

1. No jeans or jeggings of any color.
2. No watches or wearables that connect to phones.
3. No shorts, revealing miniskirts, leggings, tanktops, hats, or sandals.
4. Please remove facial piercings. Includes lip, tongue, eye brow, ear tunnel and plug piercings.
5. No scrubs please.
6. Please cover any tattoos.
7. Name tags must be worn at all times. If you lose or forget your name tag your manager will immediately order a new one, and you will be responsible for the cost.
8. Please wear glasses with at least AR in the office. These glasses will help you on the computer if you dont have an rx. Please wear PALs at the correct nose position.

Answering Phone

“Hi thanks for calling _____, if you can’t see you’re at the right place. My name is _____. How can I help today?”

Booking Appointment

1. “I’d be happy to book your eye exam. Are you new to our practice?”

   • If new, proceed to create a new patient profile. Obtain first name, last name, date of birth, phone number, and insurance plan.
   • If existing, search for the patient on compulink, update contact info, and determine type of exam (comprehensive, contact lens, office visit, etc.)
2. Next ask —
   

   “Would you like to be fit for contact lenses at this visit?”

   When someone requests to book an appointment, there are two different ways you can open the conversation.

3. Offer next available opening.

“Our next available slot is —”

4. Ask what’s convenient for them.
   

   “What’s a day & time that works best for you?”

5. Then check availability and select EXNP/EXPP/CLED92004/CLED92014 as appropriate from dropdown. Then ask —
   

   “Would you like for me to book any family members to be seen as well?”

Checking Insurance Eligibility

“Will you be using vision insurance towards your exam?”

Determine their insurance (this may require some investigation if they are not sure what their vision coverage is through). Ask who their employer is to help you. Get the primary insured info as needed for that insurance. This usually includes their legal name, date of birth, and social security number or insurance ID number. For new patients, you must verify they are covered for an exam. If you see dependants are covered, offer to fit dependants and spouses in at the same time, so it’s convenient for the family.

Exam Pricing

1. “How much is an exam?”

“With our prompt pay courtesy, a comprehensive exam is $75 and includes a 20 point eye inspection, and a prescription for glasses. A dilation is included if deemed necessary by the doctor.”

“Office visits (red eyes, dry eyes, allergies) start at $75. Some special procedures, such as foreign body removal, incur additional charges.”

2. “How much is a contact lens exam?”

“Exams start at $140 and include a comprehensive eye exam, a contact lens exam, a trial set of lenses and a follow-up exam. Prices can vary by the type of contact lens used and difficulty of fit.”

1. If they ask for clarification, advise them that

“High astigmatism, training, additional follow-up visits, specialty lenses, and multifocals can incur additional charges. Your insurance plan may cover a portion of these charges. I’d be happy to look that up for you.”

Best to avoid specifics if you’re unfamiliar with the exams. Keep it simple. If they’re requesting a better idea, get a manager on the phone to answer their questions.

Web Registration

Remind people to web register on the website to reduce paperwork at office —

“Please go to our website: _________, scroll down and click on Patient Info Form”

What to Bring

“Please bring your most recent pair of eyeglasses, prescription sunglasses and computer glasses. If you wear contacts, please bring your boxes or a copy of the Rx.”

“Prompt Pay Courtesy” is offered when we do not have to invest time and resources to bill insurance, track, wait for payment, resubmit claims, etc. The “Prompt Pay Courtesy” is still $75 as before, however, it is very important that the correct terminology is used both verbally and in writing (emails, demandforce, etc.). Never use the word “discount” when citing this exam benefit.

When looking at calendar night /day before. We need to contact people whose appointments were previously booked but not confirmed. It will display on the calendar as a “B” for booked. Before calling, check that they have insurance or if we’re missing info such as: member ID #, Social Security #, or insurance provider.

People that you don’t need to call are

• “V” is verified
• “T” for talked to them to confirm
• “M” for left a message.

All credit card, debit cards, and flex spending cards must be physically swiped or chip enabled for payment. If the swipe or chip is not read by the machine, you CAN NOT manually type credit, debit, or FSA numbers. Apologize to patient for inconvenience, and let them know another card must be used and readable by the machine. ID must match card. Let patient know this is standard policy.

This mostly applies to inbound emails appointment requests. Notice sometimes people will simply respond, “but I’m available at this time,” in a very direct matter. So in responding, don’t reciprocate matter of fact attitude. Respond politely and eloquently and always sign off as “Rancho San Diego Eyestyles Staff / Otay Ranch Eyeworks Staff / Eye Care Optometry Associates Staff.” Signing off as “Staff” allows anyone to help the patient if they call, or email with questions.

EX. 1

Good morning/afternoon/evening Erica, thank you for your appointment request online! I have scheduled you for day, at time. We also see you’re a new patient, so if you have a moment please fill out the patient registration information on our website. **provide link**

Many thanks, let us know if you have any questions!
Poway Eyeworks Staff

If you have personally helped a patient, and are emailing them something specific, feel free to be warm and personable. Always good to reference any casual conversation you shared, and sign off personally.

EX. 2

Hi William, I have attached a copy of your receipt / prescription / etc. It was great to see you. Enjoy the game today!

Christine

If you’re simply shooting over some info when the patient is present, it doesn’t need to be personalized. Just fill in subject header.

It’s really important the doctor verbally repeats a patient’s prescription for two lifestyle specific glasses to the optician, so the patient can hear again the doctor’s prescription. In addition, the doctor needs provide the optician with the prescribed checklist card.

1. The doctor needs to repeat the use of each prescribed pair (daily use, computer pair, driving pair, outdoor rx sunglasses, sports pair) that is specific to the patient’s life requirements.
2. After stating the use of the first pair the doctor will repeat the design of the lens (PAL, distance only, near only, computer PAL, computer SV, polarized sun, bifocal). Then the material will be noted and the reasoning (high index due to high rx, polycarbonate for driving or sports safety, trivex if drill mount).
3. Lastly, the prescribed coatings will be discussed (AR for monitor or headlight glare, polarized for sports, transitions to ease stress).
4. The same procedure will be repeated for the second pair.

In the rare case the doctor has limited time, provide the handoff card to the optician and state to the patient, “I have noted my prescription on this card so the optician can better serve your needs”

DOCTORS: Please complete the handoff by kindly asking the patient, “Do you have any further questions for me?”

Currently, this isn’t an exhaustive list of procedures when checking out a patient, but please be sure to do the following.

1. Please make sure you are giving itemized receipts in the Unity Dispense envelopes. These envelopes have useful information on the care of glasses and what to expect. Please ask Ahmed if you need more.
2. The pamphlet should be handed to patient during the dispense of the glasses. The itemized receipt should be preprinted and placed in envelope and then placed in pt tray or bag. If patient has purchased a Unity AR or Unity PAL, please include the brochure of that product in the envelope. Again Ahmed will make sure you are fully stocked.
3. Dont forget to physically check the temple fit behind the ears with your eyes. Do not just ask how they feel.
4. Confirm we have all current contact info (including address, phone, email).
5. Make sure to update or add a recall date on the patient file.

“Hello, this is __________ calling from Eyecare Associates/Eyeworks/Eyestyles. I’ve noticed you haven’t been in for an eye examination since _________ . It is important to have your eyes checked on a yearly basis to evaluate your ocular health as well as keep your glasses/contact lens prescriptions up to date. May I set up an appointment for you?”

If yes:

Check insurance eligibility, pull auth, update contact info, book appt

“Would you like for me to book any family members to be seen the same day?”

If no:

“It is possible your insurance will cover your exam and materials. May I look up your eligibility?”

Still no:

“The health of your eyes is our utmost concern. Please give us a call when you are ready to schedule. We are open 5/6/7 days a week for exams and just received several new styles for summer” etc.

Moved:

“I’d be happy to schedule you at our Poway/Rancho San Diego/etc. location. We can access your previous exam records there.”

Moved far:

Delete address. Edit recall, delete date, change reason to “moved”

Medi-Cal:

“We do not accept Medi-cal here, but our sister location in NC/SV does. Here is the phone number…”

Deceased:

Offer condolences, edit recall, delete date, change reason to “deceased”

Going elsewhere:

“Could you please give me some insight as to why we lost your business? We’d love another chance to win you back and prove our quality of care.”

Get a little bit of patient’s background and how they’re going to use their glasses.

“I use them for sports, to fish, just for the computer.” They might need one for work, and a pair for home computer use. If they play sports, do they play sports at night or during the day? “Does your child play baseball at night, then your child needs anti-reflective.” If someone has progressive, then they “need progressive sunglasses while driving.”

Most of the time, the optometrists will recommend a second pair. Need a pair for this ____ and a pair for that _____.

Once the patient gets out of the exam room and Dr hands over paperwork. Ask these questions regardless.

1. “Do you participate in outdoor activities?”
2. “Do you drive long distance?”
3. “Do you use a computer or tablet?”
4. “Do you have any hobbies?”

As soon as they come out of the exam room, quote immediately for a year supply. Give them the year breakdown price, and let them know if any rebates that exist for that brand. $10-200 back on Visa credit card.

If not interested in year, do a 6 month box, or one box per eye.

Customer satisfaction is the life of our business, and we strive everyday to build and maintain a 5-star reputation. It’s not an exaggeration to say it’s the most important aspect of what we do. It’s vital to make sure our customers and patients receive world-class care through our optometry, eye care products, and customer service. They need to know we will do everything we can to take care of them, and their family, every single time they interact with us.

Whether the interaction with a customer is in-store, through email, a call, or text message, always be prompt when responding to their needs, friendly, and sympathetic—ESPECIALLY when a customer is being difficult. We must kill them with kindness. If a customer leaves an interaction upset, or even disappointed, it’s never good and must be reported to management asap. The loss of a patient, their referrals, and the possibility of a bad review makes it vital that we do everything we can to make sure patients are 100% satisfied 100% of the time. If making a patient happy requires you to seek advice or get a resolution approved by management, Dr. King, or Dr. Kalra, please never hesitate. If an immediate decision is needed and the manager needs advice, please reach out with a call or text to Dr. Kalra, or Dr. King. If you do not get an immediate response, you may proceed with your managers best judgement. It is important you document in the patients notes what actions were taken. Also, please email the owners with the action taken.

Discounts, exchanges, or remakes must all first be approved by management. Please approach your manager with your proposed resolution prior to offering these to patients.

It is our ultimate goal to always provide 5-star customer service, optometry, and eye-care products. If there’s ever a suggestion that can aid in that effort, please do not hesitate to let us know using the form below!

Go with everything high-end. Premium all around on lens options. Review options of Anti-reflective, transitions (no 3 tier), thinner and lighter materials (poly-carbonate, high-index), and if patient requests any option go with premium materials. “Thinner and lighter” dependant on prescription.

For example, anti-reflective has 3 tier. Premium, middle, low. If too expensive, explain why, and then present cheaper options. Premium AR has year warranty on lenses.

With sunglasses automatically quote with polarize lens, but they can opt to get without polarized.

Prior to pretesting, obtain a reading from the patient’s current glasses with the Lensometer.

Enter a Chief Complaint for each exam. It must have 4 components. For example: distance blur, both eyes, x 3 months, with glasses on.

Verify Medications and Allergies are up to date. If no medications, select “None reported” from dropdown. If no allergies, select “NKDA” from dropdown.

Verify that the patient reported family history and health history is accurate. Confirm that no other conditions exist (especially diabetes, high blood pressure, family history of glaucoma)

Review the purpose of the tests with the patient, and the experience they can expect with each machine. If the patient comes in wearing contacts, take visual acuities and visual fields with them on, then remove for remainder of pre-test.

1. Start off with Visual Acuities. Test once with uncorrected vision (sc). Always right eye (OD) then left eye (OS). If patient brings in a prescription have them perform it again with corrected vision (cc). Record in compulink.
2. Next is the Autorefractor. Right eye first then left eye second. This will give the doctor an idea of your glasses prescription.
3. Next machine is the Non-Contact Tonometer (NCT machine). Right eye then left. NCT tests the pressure of the eye. High pressure indicates the possibility of glaucoma.
   • Enter results in compulink under IOP
4. Next is the Visual Field Machine. Right then left. This tests peripheral vision.
   • Print out the visual field results for the doctor to review if any defects, fixation errors, or unreliability
5. Now is the pitch for retinal photos. Retinal Photos are an opt in / out test. 99% of insurances don’t cover it, and it’s an additional $30 charge. Immediately following the visual field, I will turn to the patient and let them know:
   

   “Also, we have a retinal camera which is a great tool for the Dr. to see the macula and the optic nerve. We highly recommend having the photo taken every year. This gives the doctor the ability to closely follow retinal health and changes. A high definition picture is much better than a picture that our doctors can draw in your chart”

   If they didn’t have one done last year, I immediately continue with,

   “You opted out last year, and should have it done this year. This helps the Dr. compare year to year what is going on in the back of your eye. It is also a great tool for diabetics and people with hypertension. The retinal photo is not fully covered by your insurance, but it’s only $30. Is this something you would like to have done today?”

   If yes, great, I take photos. If not, the doctors ask again while in the exam room.

   • Retinal photo. Right then left. Add “Images” tab in compulink, and upload photos. Write “Retinal Photos $30” on pt’s auth so we don’t forget to charge at check out

From here — off to see the Dr.! Include in chart the insurance auth, autorefractor print out, and lensometer print out.

It’s very important to check insurance eligibility immediately after a patient requests an appointment. This avoids a patient showing up only to be disappointed their exam or materials aren’t covered.

1. While checking for day/time appointment availability, whether on the phone, in person, or for online bookings, also check insurance eligibility.

   Note: If you are unable to check eligibility at same time as making appointment, please make a note (using the compulink todo function) to check later that same day.

2. If patient is fully eligible, confirm appointment time with no further action. If not proceed to step number 3.
3. If not eligible, or partially eligible, call patient immediately and provide options to the patient. Often time, patients will still come in for services and accept a discount. Communicate the following:
   1. “Hi Mr/Ms________, calling to confirm that the appointment you requested is/is not available, however, we checked your insurance and it appears your next cycle of coverage is not available until __ day __year. With that said, we’d be happy to offer you a discounted exam rate of $_____.

1. Run daily payment report for the previous day.
2. Save report into Netdrive.
3. Run Transaction Analysis Report and save into Netdrive also.
4. Reconcile for the previous day. (Make sure to include all insurance, credit/debit payments and cash).
5. Leave the starting cash in drawer.
6. Log in the total amount in the “Patient revenue and number of exams per day” sheet.

Once in the morning and once in the afternoon, store management will assign a staff member to check Demandforce to confirm appointments; including emails, and voicemails. If the exact time slot that was requested is not available, please contact the patient to find another time option. Also, try to get the entire family in at the same time. Vision care for children is very important. Use this opportunity to educate parents.

Be sure to confirm appointments on Demandforce after inputting appointments into compulink.

At this time confirm we have the patient’s email, phone, and address. If not please contact them. Also, check on the insurance eligibility and notify the patient if there are any issues. If they are only eligible for exam, there is no need to notify them until after the exam. As a courtesy, we can extend a 20% discount since we feel having the proper eyewear to match their new updated rx is so important.

Inventory of frames and contact lenses should be completed every month. Start with the most expensive brands. Print out pages for two selected brands, and make sure to complete same day. Printing out more than one day’s worth will lead to inaccurate results due to daily sales. Inventory can be a multiple day process due to patient volume. Always give priority to patient service over inventory count. Make sure you keep stock report upside down and behind front desk if you pause to help a patient.

To allow for accurate inventory, you must scan or enter the UPC code of frames in the spec page (unless you are ordering a frame for a patient). If the UPC code is entered properly the frame and cost will transfer to the ledger automatically. If it’s a special order, enter in the frame brand and model in spec page and include order number in comments section of spec page. Enter in the cost (2.7x of wholesale) in the ledger as v2020. For contact lenses boxes sold from office stock enter in the UPC code of box in the ledger. If you for some reason this was not completed for frame or CL’s please complete a transfer slip with patient account number for owners to correct inventory.

When special ordering frames for a patient, please attempt to get at least a 50% frame payment of retail cost (2.7x of wholesale). Make sure you have the company note the patient’s account on the invoice. If invoice is received without account number you MUST handwrite it in before taking frame from box. You are only allowed to open smaller boxes that may be special orders for patients. Larger stock order boxes should be placed in safe room for owners to open and enter into stock.

When another office requests a transfer from your stock, you must fill out a transfer slip and place in frame transfer binder. The slip must include the patient account number. Make a copy of transfer slip and place around frame and place in outgoing basket or give to a team member to transfer (if member is at that location next day). Note team members name on transfer slip.

For returns, you must include a transfer slip with the RA#. Include the price tags on the transfer slip with UPC codes facing UP so owners can scan and remove from stock. Make a copy of transfer slip and staple to mailing receipt that includes tracking number. If not mailed out from your office, staple transfer slip to copy of RA given by rep (emailed or carbon copy from rep visit).

Returns and transfers must include cases.

1. Twice a week, check all orders that are due the following week. Check on non-doctor days if possible. If you can track more than twice a week, terrific.
2. Call all the labs and get a status update individually. Make note of who you speak with on the spec order that is printed at time of order, and make note verbatim as to what the customer service person tells you.
3. Any delays, call the patient with the information that is given to you, and make note whether you spoke with the patient or left message.
4. Date your notes on the back of the spec order.
5. Lastly, make your note on the note file in our system. This helps any employee look up what was said to you, and what you told the patient. It makes it easy to look up any updates on patient’s orders.

OPENING

1. Unlock doors and turn off alarm
2. Turn on computers, pre-test equipment, turn on music.
3. Grab keys to put out frames in front of store
4. One person is delegated to do morning paper work and reconcile payments from day before
5. Please check the office voicemail by 9:30am.

CLOSING

1. Put away the frames no earlier than 30 minutes before closing
2. Refill alcohol & swabs, refill chin-rest pads, take out trash, make sure all insurance authorizations are pulled for next day
3. Call to confirm appointments for next day
4. Turn everything off
   1. Computers, pre-test equipment, music, lights
5. Set alarm
6. Lock-up

1. If a patient is not happy with the clarity of their new lenses in the first 90 days, please schedule them for an rx check. Please notify the patient that only one redo is allowed per year. So if there is an issue with scratching or AR coating, we will not be able to redo the lens since we are using the annual redo for this RX adjustment.
2. If the patient is a first time PAL wearer, make sure they have been wearing them full time for at least two weeks before scheduling an rx check.
3. At the rx check, make notes of the complaint in the chart.
4. Verify the lenses are sitting properly on the patient’s face.
5. Verify OC and PD were measured correctly.
6. Verify that the rx neutralizes to the rx the doctor wrote.
7. Make notes in chart for the doctor to review. Even if you find any issues with the above, the patient must see the doctor to make sure there are no other problems with the RX, lens weight, shape, frame size or fit.

If the patient is determined to be a PAL non-adapt, they have a few choices: We will remake the glasses into a lined bifocal or single vision pair at no additional charge (using their one-time redo). They will not be entitled to a refund of the PAL copay or upgrade. This is why it is important that all 1st time PAL wearers and patients who have a history of non-adapt to PALs sign the waiver at time of order.

A redo due to Rx change must be completed within 90 days from original purchase.

Sometimes patients just want a different frame since they have buyer’s remorse. Please refer to our return and exchange policy.

Frames and lenses can be exchanged due to defect for up to one year. If it is just a few days over a year, you may exchange if the frame is available. Also, category D AR comes with two years warranty (do not advertise). When ordering the replacement frame or lens, please make sure the patient account number and defect or redo is noted on invoice. In the rare case the frame is not available in the same color, we will have to use what color is available. If the frame is discontinued, allow the patient to pick a frame of equal or lesser value. The lab will most likely have to redo the lenses (ask the lab to give us a courtesy redo). If the patient had already used one lens redo of the lenses and their frame is discontinued, they will have to pay 50% of the lens cost.

Please obtain an RA number for the frame from Lux by simply emailing strategic accounts, Demetrius Sauzo and Natasha Blaha, and note it’s a defective frame. No other details besides the brand is needed (no model number).

For Marchon, simply send the defective frame with a copy of the invoice.
Other companies have varying policies, but the old frame must be returned and labeled as defective.

If a patient does not like their frame look or fit, they may exchange within 30 days for an equal or lesser frame (this excludes Eyemed and Davis patients. Please refer to insurance handbook). If they like a more expensive frame, they must pay the difference. The lenses will have to be remade and this will count as their one redo for the year. Please make sure the patient understands there are no more lens redos (make sure the RX is clear, etc). If they have exceeded 30 days, please ask for owner approval. The old frame must be returned to the manufacturer.

Contact lenses cannot be returned since they are medical devices that are inserted in the eye. This is why it is so important that any new RX or CL brand is given a trial CL pair and scheduled a CLPE. If a patient wants to confirm over the phone, they must understand no returns or exchanges. In some rare cases, unopened and UNMARKED (no pen nicks, no sticker residue) boxes can be exchanged for a different power or brand (this will require a CLPE at patient’s cost since we need to trial pair the new CLs).

1. Ask the patient what their main complaint is.
2. Check frame adjustment.
3. Verify prescription and measurements.
4. Compare old glasses to new.
5. Consider the design of the Pal if applicable.
6. Have doctor do recheck before any redos.

It’s very important that we’re in full compliance of HIPAA at all times. Below are important considerations.

• All faxes must have a cover sheet that notifies recipient that if fax is received by unintended person it must be destroyed. If you cannot find your cover sheet with a header, please ask Christine for a copy. All offices should have their master cover sheets in the office share folder.
• All patients must have a HIPPA or scan date entered in their patient page in compulink.
  1. During checkin, please make sure a patient has a date entered in the HIPPA field.
  2. If they dont, please have them sign a HIPPA paper form and then scan into their docs. Enter a date into their HIPPA scan field. This must also be done for new patients that don’t web reg and we verbally do the case history. Many returning patients are missing this date, so you will have to have them sign and scan and enter date.
• For requests to release their RX to another party, we will need them to email us the request. Phone requests are no longer allowed. The other option is for them to come by and pick up personally.
• When responding or using patient feedback on public channels, whether negative or positive, we can never reveal PHI (Protected Health Information).
  • PHI is: Anything that compromises or discloses the patient’s identity and private health information. This includes even acknowledging they’re an actual patient, their name, their location, their marital status, or any information about their family.
  • Thank the patient for their feedback, but respond to the patient’s feedback or criticism in general terms. Keep the response concise, and direct the conversation to a private message, or call. Once in private, verify their identity prior to discussing PHI.
  • Prior to using any patient testimonials, photographs, etc, it’s important to collect written consent from the patient using a HIPAA form that has been vetted by our legal team.

1. During patient checkout, politely ask the patient:
   

   Would you be willing to fill out a quick review about your visit today?

2. If they accept, let them know:
   

   “Great, I’ll text you the link but first, I just need to confirm that it’s okay to text you appointment reminders, important updates, and follow-up messages about this and future appointments. Is that okay?”

3. If the patient approves, under the Demandforce dashboard you’ll see, “Today’s Follow-Up Actions”. To the right their name, you’ll see a prompt letting you know if their cellular phone number is missing.
   1. If cell number is missing, ask them for their number and update the patient’s account information within Demandforce. Then…
   2. Once we have their cell number, to the right of the patient’s name you’ll see an icon/button representing “Request Review.” Click that button to send the review reminder to the patient via text (see image below).