Doctors
Which doctors travel to other locations?
Spindle, Morgan Green, Perry, Vincent
Can we schedule a new patient with cataracts in a yellow spot?
No, they have to go in a dilated slot or cat eval slot
Which doctor is out of network with Cigna Healthspring HMO?
Dr. Risner
What is a Booking Confirmation?
It is confirmation message sent to our pts that verifies their appt was scheduled and provides the day, date, time, doctor, location, and number to call if they have questions.
Hi Nayeli, this is Heaton Eye Associates. Your appointment has been scheduled for Friday, October 17 2025, at 02:00 PM with Dr. Christy Guenther at 3415 Golden Road Tyler Office Building 1. If you need to make any changes to the appointment, please call (903) 526-0444. Thank you! Reply STOP to opt out of msgs.
With our reminder cadence, when is an IVR reminder sent?
3 business days prior to the appt date.
Who is Dr. Jones surgery Counselor
Estefani Saucedo
Can we schedule a VF for a new patient if their PCP asked for one?
No, they have to be seen by one of our doctors and they will order a VF unless requested through referral.
What is the self-pay cost for a Glaucoma Eval with Dr. Dossey?
$392.00
When is a Booking Confirmation Sent?
Within 24 hours of the appt being created.
I don't have an email address on file but I have a home phone. Will I get a reminder 5 business days prior to my appt date?
No. Email reminders are sent 5 business days prior to the appt.
Which doctor joined Heaton Eye Associates in 2000?
Dr. Hardin
If a patient has a debt of $2,000 and has not spoken with billing, can we schedule an appointment?
No, we need transfer call to Brittany
True or False – HEA ASC is in network with Christus plan
False- the HEA ASC is out of network but Dr. Vincent and LGV can perform surgery at Christus
When rescheduling an appt, why should we cancel the original appt and create a new appt?
Because it will cause messaging system to send incorrect reminders.
Each new appt is assigned a unique ID number that is associated with the date and time. The messaging system uses this ID to base its cadence. If an existing appt is moved to a new date or time, the message system will only see the original date and time due to the unique ID that stays will a moved message.
With IVR reminders, are the pts provided an option to press 9 to cancel their appt?
Yes and Vital adds the cancellation to a cancellation list automatically.
If the patient has Christus insurance and is needing surgery, which doctors can see patient?
Dr. Vincent, Dr. Muirhead, and Dr. Risner
What are the BIG 5 we give to the patients before ending a call?
Appt day, date, time, Dr. Name and Location
How many days out do we schedule an appt for an insurance that requires a referral/ ins authorization?
10- 14 days Out
When is an email reminder sent?
5 business days prior to the appt date.
Are message sent to appt types 'Surgery' or 'Surgery Complex'?
Yes, if the location is either Tyler ASC or Longview ASC, a message is sent to these appts types that contains pre op instruction and the date of the surgery, but does not include the surgery time. The ASC calls the patient to let them know the time.
Who it the next Optom to start with Heaton Eye
Dr Ahmed starts July 1
Does the clinic staff schedule appts for inmates?
Inmates are scheduled through the Call Center by the correctional facility.
Name 1 doctor that provides contact lens fittings?
LeBus Brice Marshall
Marsh Guenther
When is a text reminder sent?
4 business days prior to the appt date.
What determines, for the most part, if appt reminder is sent for an appt?
The appt type