FAQ
What are the three types of payment plans we offer?
In-house, Sunbit, Care Credit
A patient's last 3 appointment were:
06/26/23 optical encounter
06/19/23 contact lens follow up
05/13/23 comp
They call to schedule a comp exam - what do you schedule it as?
Returning comp
What form does OHP pts need to fill out if doing wellness, getting glasses, or ordering contacts?
ABN
What is the term used when a doctor is recommending a product?
Prescribed
If there is a * on info sheet under insurance, what does that mean?
We need to get that information
You are running 15 minutes late. Dr Martel is at the office, Caitlyn is remote, and Alex is out. Who do you contact?
Caitlyn and Alex
A patient comes in saying they can't see. What should your next step be?
Ask follow up questions.
Ie can you describe can't see, how long has this been going on, one eye or both eyes, have you had injury to the eye, flashes of light, etc
What needs to be filled out when a patient is using their own frame? What happens if this isn't a patient we seen
POF form - filled to entirety
Financial form / Return & exchange
HIPAA
ID / INS card
Bonus: Total Satisfaction
A patient is asking for an over the counter artificial tear that they can use with contacts. What product in office would recommend?
Oasis artificial tears
An 11 year old patient has a VSP plan that has retinal imaging coverage with $15 listed as their responsibility. What is their copay?
$11
A patient is checking in for an appointment, the doctor needs someone checked out, a patient comes in for their dispensing appointment, and a patient walks in with questions about their balance. Who is the last patient to be helped?
The walk-in
A patient was hit in the eye by a ball. Is experiencing red, watery eyes with flashes of light. What type of appointment is this?
Post seg
A medicaid patient is coming in for a contact lens exam. What 3 things need to be filled out?
ABN, contact lens consent, QR code
A walk-in patient brings in an external prescription. It is -3.25 sphere. The patient is complaining that their current glasses are too heavy and causing discomfort. What would you recommend when discussing options?
High index lens
Lighter frame
Smaller B frame
Medical insurance is generally used when the visit is for this reason
Anything outside of glasses or contact lens prescription
What happens if an OHP patient breaks their glasses?
Ask cv if they qualify for replacement from insurance. If they do and we have frame in office, switch out. If we don't have the frame, they have to a pick new one. If they don't meet requirements, need to pay warranty and sign ABN
A patient wants to bee seen for a new patient comprehensive eye exam at 11am on June 12th and there are two 15 minute openings at that time. What do you do?
Offer next available comp apt slot that works for the patient's schedule
A LLLT patient is coming in for red / blue therapy, as well as TearCare. What needs filled out?
LLLT / TearCare contract with pricing filled in and OSI
What are the components that make up all non-OHP glasses orders?
Rx portion, AR, poly, EB or trans, frame
A returning patient is checking in for their comp exam. What information do we need to update?
Insurance card
Annual consents
Demographics
A patient doesn't have insurance wants to get multiple pairs of glasses. What would we offer them and is there a timeframe?
Lenses full price with free 2nd frame. They have 30 days
A 13 year old had an I&R training 2 years ago. There was no prescription finalized and no follow ups done. They want to try contact lenses again this year. What do we schedule them as and what would the charge be?
New I&R - $150
A patient is scheduled for a new BV exam. They were referred by another provider to Dr. Martel after having multiple concussions. What form should we give to fill out and what type of appointment needs to be scheduled?
BV exam + extra time
BIVSS
If a patient comes in for the Stellest lens with an external prescription that says: -2.50 OU, high index, AR, transitions
How do we assist this patient?
We cannot fill Stellest without the external prescription saying Stellest. This lens also does not come in high index or with transitions.
A patient's VSP plan says they have coverage for Otis and Piper frames. What frames do we pull out for them? What is their coverage if they don't find a frame they like? What lenses are they eligible for?
Altair box
Out of pocket
Normal VSP plan