PATIENT EXPERIENCE
This should happen within 10 seconds of a patient walking in — even if you’re busy.
Answer: What is greeting and acknowledging them with eye contact?
This metric tells us how many patients actually purchase glasses after their exam.
Answer: What is conversion rate?
HIPAA protects this.
Answer: What is patient health information?
The tech works these doctor hours.
Answer: What is Mon–Thurs 9:10–6, Fri 9–5:30, Sat 9–5?
This purchase qualifies for manufacturer rebates and free shipping.
Answer: What is an annual supply of contacts?
These three identifiers must always be confirmed before proceeding.
Answer: What is full name, date of birth, and insurance?
Our goal average patient count is this number.
Answer: What is 15?
We cannot discuss patient information with this person without permission.
Answer: Who is anyone not authorized
Who is responsible for store success?
Answer: Who is everyone?
This is one key benefit of purchasing a year supply instead of a 3-month supply.
Answer: What is manufacturer rebate eligibility and free shipping?
During check-in, we must confirm these three things before moving forward.
Answer: What is name, date of birth, and insurance?
This metric increases when we properly present second-pair options.
Answer: What is average ticket amount?
These three things must be confirmed when verifying insurance.
Answer: What is effective date, coverage type, and copay/benefit structure?
This skill improves both sales and patient satisfaction.
Answer: What is active listening?
We price match up to this percentage of our retail price.
Answer: What is up to 50% of our retail price?
Name two ways to recover a frustrated patient.
Answer: What is apologizing sincerely and offering a solution?
Name three KPIs that directly impact store profitability.
Answer: What is capture rate, average ticket, patient count, second-pair percentage, remake rate?
Name two actions that would be considered a HIPAA violation in a retail setting.
Answer:What is discussing patient information loudly?
What is sharing PHI with unauthorized individuals?
What is leaving patient charts visible?
If remakes increase, this metric is affected.
Answer: What is store profitability or margin?
Contact boxes must be this condition to qualify for exchange or Refunded and must be processed within this time frame.
Answer: What is unopened and within 30 days?
If insurance is inactive, the best approach is this.
If insurance is verified but out-of-network or cannot be used at our location, what additional option can we offer?
Answer: What is clearly explain out-of-pocket options before proceeding?
Answer: What is offer the 30% courtesy discount (if applicable and policy-approved)?
Name three add-ons that increase ticket average.
Answer: What is AR coating, blue light, polarized, transitions, progressive, poly, hi-index, etc.?
Name four affordable package options we offer when insurance cannot be used.
Answer: What is our 2 pairs starting at $95 package
What is Buy One Get One 40% off?
What is free exam with purchase of any 2 pairs of glasses?
What is our 2 pair lined bifocal starting at $145 with exam included ?
What is NVI Cares program?
Name four reasons remakes happen.
Answer: What is measurement error and incorrect order entry, lab error, lost frames, damaged frames/lens, restyling, incorrect prescription etc.?
This membership costs $129 and includes what major benefits?
Answer: What is the EyeCare Club?